Job Description

About the Role

As an Associate Service Manager at Swift, you will play a pivotal role in ensuring our services run flawlessly and efficiently. This unique opportunity allows you to support the Customer Interactions (CI) tribe, where you will be coached by senior tribe members. You will champion operational excellence, ensuring that our solutions are delivered in a secure, compliant, and reliable manner. Your role will involve proactive monitoring, continuous improvement initiatives, and fostering a culture of operational excellence across the team.

The Associate Service Manager is a full-time position within the CI tribe, working alongside a dynamic virtual group of experts. Together, you will define and exchange standard methodologies in service management, driving operational excellence in all our endeavors.

What to expect:

• Work in close partnership with tribe members and CX leadership to meet service, risk, and compliance objectives while delivering business value.
• Focus on operational excellence, follow up on issues, root cause investigations, and ensure customer impact is well understood. Document lessons learned and implement corrective actions to avoid recurrence.
• Develop and document processes and procedures for operational and support teams. Engage in regular discussions with collaborators to identify areas for improvement.
• Maintain a comprehensive overview of the different services within your scope and their dependencies.
• Foster continuous improvements and help define actions to enhance the operational excellence of our services. Ensure delivery squads implement timely and proactive detection for operational issues.
• Help define service levels for our services and establish metrics to monitor achievement.
• Follow up on major functional changes, assess their impact on operational or support procedures, and ensure TOI sessions are conducted for operational or support teams.
• Report SLA breaches, major operational excellence gaps, and improvement areas to leadership.

What will make you successful:

Experience & Education

• Bachelor’s degree in Information Technology or equivalent experience.
• At least 2 years of experience in a similar environment.

Soft Skills

• Pragmatic and common sense approach.
• Engage in a journey of Service Management, Risks, Controls, and Compliance.
• Open-minded with adaptability and responsiveness to change.
• Strong written and oral communication skills.
• Great teammate who thrives in a multicultural environment.
• Ability to innovate, think creatively, and challenge the status quo.
• Putting customers' needs as the top priority.
• Agile experience is an asset.

Technical Skills

• General knowledge of Information Technology.
• Experience with agile tools like JIRA and Confluence.

What Swift offer

Swift doesn’t stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now. Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value—every instant of every day, in almost every country.

We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too—an impact that matters every day. Which is why you matter to us.

Joining Swift provides access to a wealth of knowledge, expertise, and technologies. If you have the courage, determination, and work ethic, you can pursue various career paths and work in diverse teams and departments across different countries. Swift stands out as the sole organization shaping the future of the financial ecosystem. You'll have the opportunity to collaborate with forward-thinking individuals who are customer-focused and intellectually curious, in a friendly, inclusive environment.

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. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, color, disability, gender, nationality, race, religion, sexual orientation, or veteran/military status.

About the CI tribe

Delivering our customers with a, effortless and frictionless experience across their interactions with Swift,  while increasing their autonomy, is what our Tribe is all about! ! As the Customer Interaction (CI) Tribe we are on a mission to improve these end to end interactions and to enable our customers to have a meaningful experience interacting with Swift. Our ambition is to ensure our external and internal customers can be autonomous and can easily find, learn about, order, activate, adopt and operate our products and services. We started this journey 3 years ago and are now looking to enforce our Tribe.

You will be joining a diverse Tribe of 120 enthusiastic people , spread over 3 locations (Belgium, Malaysia and the Netherlands). We value our collaborative, learning and open feedback culture.

"Even if you are not sure if you are an exact fit, we want to talk to you"

About us

Swift is a member-owned cooperative that provides the communication platform, products and services to connect more than 10,000 banking organizations, securities institutions and corporate customers in 200 countries.

Driven by unprecedented regulatory pressure, increased customer expectations and fierce competition, the financial services landscape is transforming rapidly and Swift just renewed its ambition to deliver instant and frictionless transactions. Delivering on the strategy implies an increased focus on data and data capabilities as it requires an easier access to more and better data in a secure way. It also requires more advanced analytics to improve the customer experience, remove obstacles on the customer journey, and evolve from retrospective reporting to real-time, behaviour-driven engagement.

What we offer

We put you in control of 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 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. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.

Job Requirements