Head of Service Desk Emea

**Who we are**:
We are a leading provider of equity compensation management solutions, offering stock plan administration software, expert support services and integrated financial reporting tools to corporate clients and their employees worldwide.Hundreds of companies, from startups to large enterprises, are choosing this Global Shares solutions and software over traditional solutions.

Global Shares a JPM Morgan Company has an expansive client base of over 600 corporate clients that range from early-stage start-ups to mature multinational public corporations. It operates with an experienced team of more than 600 employees headquartered in Cork, Ireland and 16 global locations.

Global Shares a JPM Morgan Company delivers unmatched simplicity, agility & value through our key values:
**What we value**:
**People **-We care about our people. We treat our people with respect. We embrace diversity and inclusion. We build open and honest relationships, collaborating across boundaries to meet our clients’ needs.

**Bravery **-We dare to do things differently. We provide best service and technology through innovation, creativity and high performance. We challenge the norm, we challenge ourselves and we challenge complexity with simplicity.

**Global **-We are one global network. We are champions of employee ownership. We work together, incorporating clients and partners as an extension of our team. We foster a global and diverse community, where our people are united through ambition, commitment and shared goals. We are in this journey together.

**Integrity **-We are committed to professional integrity We conduct our business to the highest standards with skill, diligence and responsibility. Professional trust, honesty and compliance are at the core of our culture

**Service **-We are client focused. We strive to provide our best service, to drive great client experience through teamwork and high performance.

**Why we need you**:
We are looking for a self-driven, customer focused, Head of Service Desk EMEA to join our team to drive operational excellence, in our Global Service Desk. This role includes providing leadership to a team of EMEA service desk analysts and ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritisation, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with Global Shares values and goals

**What you will do**:

- Manage the contact center operation, being responsible for strategic decision-making
- Defining and implementing action plans to achieve the expected results
- Lead to achieve results and be responsible for planning the necessary actions - recruitment, training, IT development, logistic conditions
- Work as a focal point between the client and Global Shares' internal departments
- Drive the operational results (SLAs and KPIs); Driving the team to deliver a service of excellence
- Lead & contribute to the Service Desk team transformation by working on strategic projects

**What should you have**:

- English level C1 (mandatory)
- Experience managing operations and teams at different levels in the Customer Service / Financial Services industry.
- Experience managing KPIs and SLA’s
- Experience managing client-company relationships
- Leadership, management, analytical and decision making skills
- Customer and achievement orientation
- Excellent customer service skills and telephone etiquette. Strong problem-solving skills
- Experiencing leading and contributing to strategic projects, including new target operating models
- Experience managing contact center software a plus

**What we offer**:

- Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journey
- Competitive salary
- Health Insurance
- Employee Assistance Programme
- Flexible working
- Fully subsidised CEP exams
- Opportunity to travel and work in our global offices if desired

**What our Interview Process is like**:
Step 1- After you apply, a recruiter may reach out to you for an introductory call

Step 2- If your background is a match for the role, you may be required to complete a technical assessment (role depended) and/or phone interview with 1-2 people

Step 3- If you continue through the process, you will virtually 1-2 times to interview

We are committed to an inclusive and diverse Global Shares. Global Shares is an equal opportunity employer.