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SWIFT Client Services Lead (m/w/d)

Broadridge (Deutschland) GmbH · Frankfurt am Main, Hessen, Germany

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We are seeking a Swift Client Services Lead to oversee the smooth and secure operation of Broadridge’s global SWIFT Service Bureau while leading a high‑performing client services and technical support team. This role combines leadership, client engagement, and deep technical knowledge to ensure operational excellence and drive the strategic evolution of our SWIFT services. ## Responsibilities:

  • Lead, coach, and develop the Swift Client Services team, fostering accountability, collaboration, and continuous improvement.
  • Oversee day‑to‑day operations of SWIFT interfaces (Alliance Access, Alliance Gateway, SWIFT Web Platform) to ensure global stability and SLA compliance.
  • Manage client support operations, including 2nd‑level support, incident resolution, and clear communication with global financial institutions.
  • Drive and coordinate technical migrations, platform enhancements, process optimizations, and other global initiatives.
  • Lead complex incident and problem management activities, including root cause analysis and implementation of preventive measures.
  • Collaborate with internal teams, clients, vendors, and partners throughout the entire incident and service lifecycle.
  • Represent the SWIFT Service Bureau in broader modernization and strategic planning initiatives; contribute to automation and process improvement.
  • Participate in an on‑call rotation to maintain service continuity for mission‑critical operations. Qualifications:
  • Degree in Information Technology, Computer Science, Business Informatics, or an equivalent field.
  • Proven leadership experience managing teams or leading operational support functions.
  • Strong hands-on experience with SWIFT infrastructure (Alliance Access, Alliance Gateway, SWIFT Web Platform), along with a solid understanding of SWIFT network architecture, messaging standards, and security concepts.
  • Swift Certified Connectivity Expert (Service Bureau Specialist)
  • Familiarity with cybersecurity, compliance, and data protection standards in financial services.
  • Experience with international payments, cash management, or securities workflows.
  • Proficiency in managing complex incidents, changes, and problems within an SLA‑driven environment.
  • Strong analytical, communication, and stakeholder management skills.
  • Fluency in German and English.
  • Work authorization for Germany. ## Preferred Qualifications:
  • 5–7 years of experience in the insurance or mutual fund industry.
  • Proficiency in Microsoft Word, Excel, and PowerPoint.
  • Certifications in leadership, ITIL, project management (PMP, PRINCE2, Agile), or financial messaging systems.
  • Experience with automation tools, scripting, or continuous improvement initiatives.
  • Background working in a global or service‑bureau environment or a matrixed organization.
  • Experience with vendor or partner management, including service‑level oversight.