SWIFT Client Services Lead (m/w/d)

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.