Broadridge Financial Solutions Client QA Manager in London, United Kingdom

Broadridge, a global fintech leader with over $9 billion in market capitalization, provides communications, technology, data and analytics solutions. We help drive business transformation for our clients with solutions for enriching client-engagement, navigating risk, optimizing efficiency and generating revenue growth.

Broadridge employs approximately 10,000 full-time associates globally with a significant presence in North America, Europe, and Asia. Please visit our website at www.broadridge.com to learn more.

-Our Associates Matter.Everyone Benefits from Diversity - Inclusion.Diverse - Inclusive Teams Drive Growth.-

This client-facing senior hands-on role will be responsible for managing the upgrade and release process for Broadridge's ASP and strategic Utility client base. The position is ideal for someone who is looking for a career path to senior operations management in a growth business or wants to extend their client-facing experience. For select key clients the role will take a more prominent role in management of the ongoing service management. This will include involvement in high level estimates, system proposal forms and service level agreement review.The successful candidate will be required to manage the schedule, capacity preparation and delivery of releases to the client base. The role will perform quality reviews upon delivered release and work closely with the development team to improve both process and applications. A large component of the role will be direct interaction with the client base and Production Support Service Leads to provide a smooth transition of releases into production operations. The role is based in the London and reports to the Head of Global Operations, working with teams in the US, India and Asia. This client-facing senior hands-on role will be responsible for managing the upgrade and release process for Broadridge's ASP and strategic Utility client base. The position is ideal for someone who is looking for a career path to senior operations management in a growth business or wants to extend their client-facing experience.For select key clients the role will take a more prominent role in management of the ongoing service management. This will include involvement in high level estimates, system proposal forms and service level agreement review.The successful candidate will be required to manage the schedule, capacity preparation and delivery of releases to the client base. The role will perform quality reviews upon delivered release and work closely with the development team to improve both process and applications. A large component of the role will be direct interaction with the client base and Production Support Service Leads to provide a smooth transition of releases into production operations. The role is based in the London and reports to the Head of Global Operations, working with teams in the US, India and Asia. Responsibilities

Responsibilities of the role will include but are not limited to;

  • Manage client priorities and expectations for future releases

  • Develop and maintain effective upgrade schedules and resource capacity planning

  • Co-ordinate and assist client with test plan creation and execution.

  • Participate in client meetings with Service Managers to review testing schedules and post release reviews.

  • Act as Critical Incident Manager and provide the client focus for Critical Incidents providing co-ordination and communication across multiple geographies and time zones

  • Fulfil Problem Management responsibilities for resolving and ensure relevant turnaround for client issues during testing cycles to enable successful Production migrations.

  • Manage priorities with teams and assigned resources in all designated locations

  • Manage open testing cases case load distribution and actively work to reduce call numbers

  • Ensure and manage the quality of the service being delivered by any off shore or partner team

  • Manage and increase the effectiveness and efficiency of QA support services through continual improvement and challenge

  • Liaise with the additional Broadridge teams when required including;

  • Service Management team

  • Core development team

  • Infrastructure team

  • Client Service Management

  • Corporate IT and Governance groups

  • Ensure that releases are delivered in accordance with agreed contractual timeframes

  • Ensure that effective monitoring is in place across active testing clients

  • Identify, champion and implement process improvements this may include

  • Ensuring appropriate governance procedures are adhered to for change management

  • Client satisfaction surveys and additional feedback from clients

  • Release reviews

  • Continual reviews of key performance indicators

    Competencies

A successful candidate for this role must demonstrate the following skills

  • Strong organisational and planning skills

  • Strong and clear communication, both written and oral

  • An understanding of the software release lifecycle

  • A skilled negotiator with an ability to influence and ensure conclusive resolution

  • Flexible approach to work and used to working in a stressful environment

  • A champion of innovation and continual improvement

  • Able to build and maintain strong relationships both internally and with clients

  • An appreciation of ITIL requirements and either with or a service delivery background

  • Knowledge of capital markets is a distinct advantage

  • Experience with modern application technologies is a benefit

  • Critical thinking and problem solving skills this must include the ability to

  • Make informed decisions

  • Assess risk

  • Escalate when appropriate

  • Ability to act as key escalation point during testing cycles

  • Collaborative and comfortable partnering with teams across the org to drive quality improvements both in product, service and process.

  • Proactive and comfortable challenging the status quo.