Team Lead, Global Resource Management & Operations

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

As a Team Lead of Global Resource Management & Operations team, you are responsible to hire, coach, and motivate team members to support the function effectively. You will play a critical role in Global Services, directly contributing to the success of the business. The responsibilities include the following:

• Own and execute all resource management responsibilities, ensuring all professional service orders are aligned with the pre-defined framework. Be quality-oriented and have an operational excellence mindset at all times.
• Manage and oversee professional services orders and resource demand globally with major stakeholders (Business Development, Global Services, Partners) to ensure operations are run optimally at all times.
• Manage and oversee specified operational activities within Global Services.
• Active collaboration with internal stakeholders to design development initiatives to fill identified gaps and improvement areas.
• Identify opportunities to streamline processes, enhance efficiency, and improve productivity within the resource management and operations functions.
• Lead people development function within Global Services to develop training plans and resource plans with Services team leads and senior management, in line with company’s strategy to ensure optimal resources at all times.
• Own and execute Global Services reporting requirements and provide data and insights to the management team.
• Support and drive all day-to-day operational activities related to billing and accrual/deferral requirements for Global Services.
• Own, maintain, and execute the tool maintenance (Upland PSA) on a regular basis, provide training to users and be the subject matter expert for the tools’ operations activities.
• Ensure all relevant SOPs are up to date and documented on Confluence.
• Support the exploration and testing of new tools/processes for improvement, and collaborate closely with PM & Tooling Transversal group to ensure global alignment.
• Lead with a team focus: Contribute to team effectiveness through professional leadership; respect diversity and encourage others to do so.
• Coach new joiner(s) and team members on best practices, providing help and mentoring as necessary and assigned.
• Ensure team backups and succession plans are in place to maintain a continuous operating and delivery model.

Education

• University degree or equivalent relevant experience.

Experience

• Minimum 8 years of experience in the financial services industry, preferably with experience working with resource management and/or business operations in a global capacity.

Professional knowledge and expertise

• A proven track record in managing resources effectively, including the ability to report on effort and resolve scheduling challenges and conflicts that arise along the way.
• Thrives under pressure, with the ability to interpret and explain complex policies and procedures.
• Proactive, self-motivated, delivery and results-focused, with a keen interest in continuous improvement.
• Passionate about change & improvement, with a constant focus on challenges.
• Capacity to innovate, think outside the box, and connect the dots.
• Excellent team player and team builder with strong interpersonal and communication skills (including listening skills), willing to work in a multicultural environment.
• Influencing skills, with the ability to assertively take a position towards strong personalities.
• Ability to deal with a wide range of internal & external stakeholders across the globe, including management and senior leaders.
• Ability to transfer knowledge through verbal and written formats effectively.
• Analytical and problem-solving skills combined with flexibility, adaptability, attention to detail, and a can-do attitude.
• High degree of personal/professional integrity, respect for privacy, and confidentiality.
• Working knowledge and experience in Microsoft Excel, PowerPoint, Salesforce, Confluence, Jira, Upland is a plus.
• Strong command of written and spoken English. Proficiency in Mandarin is a plus.

What we offer

We put you in control of your career.

We give you a competitive package.

We help you perform at your best.

We help you make a difference.

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.