Product Support Supervisor

Overview We are excited to announce an exceptional opportunity for a dynamic individual to join our Innovative Product Support (IPS) team. Our team is composed of dedicated professionals committed to exceeding expectations through the development and enhancement of cutting-edge products for Opus and our clients. We strive to deliver unparalleled service within a well-organized, transparent framework, focusing on maximizing return on investment. At Opus, integrity isn't just a principle. It's how we do business. As an independently owned company operating in seven countries, we build our success by staying true to our values: questioning everything, embracing change, building not buying, winning together, and doing the right thing. We are a certified Great Place to Work in Canada, the USA, Ireland, and the Philippines. If you share our beliefs and want to be part of a team that values innovation, accountability, and doing the job right, we’d love to connect. This Opportunity This role is ideal for a proactive leader with a strong work ethic, exceptional critical thinking skills, and a passion for mentoring and supporting a high-performing team. You will be responsible for supervising day-to-day support operations, ensuring timely resolution of issues, and fostering a culture of continuous improvement and accountability. Responsibilities Operational Leadership: Supervise daily ticketing operations, ensuring tickets are triaged, prioritized, and resolved efficiently. Monitor team performance and provide real-time coaching and support to ensure service excellence. Act as the first point of escalation for complex support issues, coordinating with developers, business users, product owners, and support teams as needed. Apply critical thinking to troubleshoot and resolve recurring issues, identifying root causes and recommending improvements. Team Development: Mentor and train support analysts, fostering a collaborative and growth-oriented environment. Conduct regular check-ins and performance reviews, providing constructive feedback and development plans. Process & Documentation: Maintain and improve documentation standards for support procedures, technical guides, and user guides. Identify gaps in processes and propose enhancements to improve efficiency and user experience. Reporting & Insights: Develop and maintain dashboards to track ticket metrics, team performance, and resolution timelines. Analyze support trends and present actionable insights to the manager. Technical Acumen: Creating and maintaining database objects for application support/development and management information reporting using MySQL. Support the team’s technical queries and review database objects/SQL ahead of release to production. Growth Opportunities Lead comprehensive projects and releases (create process workflows, gather detailed project requirements, design database objects, collaborate with developers on testing and deployment, and communicate progress to stakeholders). Continuously challenging the status quo and seeking process improvements. The first 6-12 months of the role will require extensive focus on ticket support which forms a significant part of the training to get you started in understanding the products, tools and applications. This should ultimately allow you to lead your own projects and application releases, along with familiarizing yourself with our database structure by building and modifying SQL queries. Qualifications You hold a bachelor’s degree in a related field. You have experience working with databases (MySQL, MSSQL, PostgreSQL) or similar relational database sets and can execute basic queries. 2+ years of experience in the fund administration industry in a project management or workflow-coordination role is an asset. You are proficient in MS Excel and have a strong interest in automation and software design. You have a high level of accountability, integrity, and work ethic. You are eager to learn, collaborate, and quickly adapt to new tasks. You are an innovative problem-solver with a knack for creative solutions. You can manage multiple tasks simultaneously and prioritize effectively in a fast-paced environment. You are adept at time management, data analysis, and have a keen attention to detail. You possess outstanding communication skills, both written and verbal, and have a natural ability to lead and inspire. Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology and Product Management Industries : Financial Services and Funds and Trusts Referrals increase your chances of interviewing at Opus Fund Services. Get notified about new Product Support Supervisor jobs in Manila, National Capital Region, Philippines. Pasig, National Capital Region, Philippines 4 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr