Service Delivery Manager - Tunis

NeoXam is seeking a highly motivated, experienced and dynamic Data service operations manager to establish and lead a dedicated team responsible for monitoring data and feed processing within the NeoXam DataHub software.

This critical role will also be the main point of contact for our clients throughout all phases of their operations.

The successful candidate will be tasked with building this service from the ground up, ensuring the accurate and efficient monitoring of batch job and feeds processing, data discrepancies for our valued clients.

This role requires a strategic thinker with a good understanding of the financial industry and market data, exceptional leadership skills, and a proven track record in building and managing high-performing teams.

The Data service operations manager ensures that clients have a thoroughly planned and seamless service with a focus on meeting their operational business needs and Service Level Agreements (SLAs).

This position is rooted in achieving customer service excellence, satisfaction and retention.

KEY RESPONSIBILITIES:

Design & strategy management
Develop and execute a comprehensive strategy for the establishment of a data and feeds monitoring team, including the design of operational processes and procedures.
In collaboration with the Global Head of NXaaS, craft a compelling and competitive service offering, including a clear value proposition and a well-defined pricing strategy that aligns with market trends and client expectations, ensuring a strong market position and sustainable growth for the service.

Team management
Recruit, onboard, and train a proficient follow-the-sun team capable of monitoring job processing and ensuring the accuracy of market data and reports for clients.
Foster a culture of client-satisfaction, continuous improvement, and innovation within the team, encouraging the development of best practices and the adoption of new methodologies.

Implement, establish and run operations.
Create and maintain comprehensive monitoring documentation and procedures.
Collaborate with the Professional Services teams to deploy robust and efficient processes to accurately monitor the start and end of day processing tasks, manage exceptions, follow clients cut-off, easily identify and address any potential data discrepancies or issues.
Collaborate with the Client, Professional Services and Technical teams to ensure seamless client onboarding.
Promptly identify any potential risks or challenges that may prevent the timely completion of client cut-off. Ensure proactive communication with clients, internal stakeholders, and relevant teams to address these issues effectively and mitigate any potential impact on service delivery.
Efficiently resolve client-reported data discrepancies and feed exceptions through proactive monitoring and timely resolution, ensuring consistent data accuracy and client satisfaction.

Client-facing and SPOC for data and jobs monitoring
Act as the primary point of contact for clients regarding data discrepancies or feeds exceptions, promptly addressing their concerns and providing timely resolutions in line with NeoXam's quality standards.
Attend Client meetings, review KPIs, discuss business needs and agree on client priorities.
Continuous improvement and reporting.
Establish key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the monitoring processes, implementing necessary improvements and optimizations.
Collaborate with the Professional Services & R&D teams to integrate data and feeds monitoring seamlessly into the overall NeoXam DataHub software, contributing to its continuous enhancement and market competitiveness.

QUALIFICATIONS AND SKILLS:

Bachelors Degree or higher, preferably in Finance or Management Information Systems or Financial Engineering.
At least 5 years of relevant experience in operations and the market data industry, in particular working in market data management or data feeds monitoring.
Proven experience in monitoring batch job processing and ensuring data accuracy for financial software solutions.
Knowledge of data management, data governance and technology toolsets supporting these areas such as in the areas of data cleansing, data integration.
Proficiency in utilizing financial data platforms and tools, such as Bloomberg, Reuters, FactSet, or similar.
Strong leadership and team management skills, with a track record of building and leading high-performing teams in a fast-paced and dynamic environment.
Excellent analytical and problem-solving abilities, with a keen attention to detail and a
commitment to delivering high-quality results for clients.
Fluency in both English and French (written and spoken) due to the global nature of the role.
Outstanding communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external clients.
Ability to work independently and driven to be a strong team contributor

COMPANY
NeoXam is a growing global financial software company headquartered in France and continues to grow and hire! Join us and become a part of the global NeoXam adventure.
Through our combined talents and transparent approach, we help Buy-Side and Sell-Side organizations (banking/finance/insurance) address the continuous changes in the financial market industry. Our solutions cover the complete financial value chain, from central Data Management to Front-Office and Back-Office software.
NeoXam relies on our + dedicated staff with offices in Paris, Frankfurt, Luxembourg, Zurich, Geneva, Milan, London, New York, Boston, Hong Kong, Shanghai, Beijing, Singapore, Tunis, Sydney and Cape Town.
Our commitment towards excellence and strong expertise in conjunction with our futureoriented and international perspective drives us to be proactive and at the forefront of market trends and cutting-edge technologies.
Join us to discover the synergies between our teams, job roles, and products and take part in a strong and ambitious company project made possible by our employees and their entrepreneurial, agile, convivial and multi-cultural team spirit