About us :We’re visionary innovators providing trading and workflow automation solutions, high-value analytics, and strategic consulting to corporations, financial institutions, central banks, and governments. More than 40% of the world’s largest companies use our solutions. We have achieved tremendous growth by bringing together some of the best and most successful financial technology companies worldwide.At ION, we offer careers that provide many opportunities: to invent, to design, to collaborate, to build, and to transform businesses, empowering people around the world to do more, faster, and better than before. Imagine what you can do and experience. This is where you can do your best work.Learn more at iongroup.com.We are strengthening our Service Management team and are looking for passionate professionals with a passion for innovation and financial services.The ideal candidate will thrive in a dynamic, fast-paced, and innovative environment and will contribute to delivering best-in-class services to our customers.Your role :Your duties and responsibilities :Provide customers with information regarding business services, availability, and service level agreements.Establish and maintain high standards and procedures for premium service to ensure consistent and efficient delivery.Monitor and assess the performance of the service team, offering regular feedback, coaching, and recognition to promote individual and team excellence.Ensure the timely and accurate completion of service requests, work orders, and documentation, with a strong focus on detail and quality.Analyze service metrics, including response time, resolution rates, and customer satisfaction, taking proactive steps to promote continuous improvement.Collaborate with other departments to develop and implement strategies that enhance customer satisfaction, improve service efficiency, and achieve business objectives.Prepare and present regular performance reports to senior management, highlighting key metrics and initiatives for improvement.Proactively identify service improvement opportunities and recommend the implementation of process enhancements, tools, or technologies.Stay informed about industry trends, best practices, and emerging technologies in the service sector, continuously seeking opportunities to enhance knowledge and skills.Other duties :Additional tasks may be assigned as the role expands.Your skills, experience, and qualifications required :Master of Science degree with honors, preferably in Administration, Management, or related fields.Passion for innovation and financial services, with knowledge of service management principles, processes, and best practices.Preferred 5-7 years of experience in financial services, consulting, or ICT business.Excellent interpersonal skills and fluency in Italian and English.Outstanding communication and negotiation skills, with a strong customer orientation and aptitude for teamwork.What we offer :Permanent employment contract.Location : MilanImportant notes :In accordance with Italian Law (L.68 / 99), candidates from the disability list will be given priority.J-18808-Ljbffr
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