Senior Manager, Global Support (Fintech)

TL;DR

Senior Manager, Global Support (Fintech): Leading and shaping the global support organization to ensure high-quality delivery across regions with an accent on operational excellence and client satisfaction. Focus on managing complex client escalations, mentoring support leaders, and aligning global operations with business objectives.

Location: Hybrid (Mexico City) - requires working from the office two days each week

Company

hirify.global is a leading provider of integrated investment management solutions and an independent subsidiary of the Deutsche Börse Group.

What you will do

• Lead the global support function and execute strategies to enhance the overall customer experience.
• Own and oversee high-priority client escalations, working directly with clients and internal teams to resolve complex cases.
• Manage, mentor, and develop a team of support consultants and developers.
• Monitor and report on key performance metrics, including SLAs, KPIs, and operational trends.
• Partner with senior leadership to align global support objectives with strategic business goals.
• Drive process improvement initiatives to streamline workflows and improve efficiency.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• 6+ years of experience in people leadership within customer support, service delivery, or operations.
• Demonstrated ability to lead global or multi-regional support teams.
• Extensive experience handling client escalations and communicating with senior stakeholders.
• Experience managing performance metrics, budgets, and operational planning.
• Must be based in Mexico City to comply with the hybrid work policy.

Culture & Benefits

• Competitive salary, bonus scheme, and pension.
• Global hybrid policy allowing remote work for three days a week.
• Individual approach to professional development and growth.
• Emphasis on work-life balance and a people-centered organizational culture.