VeriPark - Director - Enterprise Software Support Banking

We enable financial institutions to become digital leaders.

As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day.

Each code, each voice, each contribution, each challenge, each success is celebrated here.

We welcome candidates who share our values, have the skills and are passionate to enjoy our journey to build the digital future of finance, together.

About the Job :

The Director of Enterprise Software Support Banking is responsible for leading and overseeing post-implementation customer support activities within a software company operating in the banking domain.

Ideal candidates have multiple project experience along with software development experience in banks and with more than 10 years of experience.

What you will be doing :

• Lead and manage the application support, manage services and cloud support teams, providing guidance and support to ensure effective execution of projects.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.
• Attend project steer costs and build C-level.
• Ensure early identification and reporting of possible product defects actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
• Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
• Drive business growth by identifying new opportunities within existing accounts and actively seeking new clients.
• Monthly planning with team and monitoring of open tickets.
• Monitor and Facilitate team to identify solutions for the open issues.
• Maintain customer relationships and increase CSI.
• Ensure that support provided is within the agreed SLAs.
• Plan, communicate and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards.
• Support Contracts and SLA management.
• Deliver Remarkable customer experience.
• Engage with customer to address any dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring right level of expertise.
• Communicate at all levels among customers, escalation, engineering / development team, service managers about the progress and action plan.
• Develop Talent in the team aligning with the business objectives.
• Create an innovative, open, and high performing culture in the team.
• Drive operational metrics and build process compliance.
• Drive Continuous improvement and active participation in initiatives.
• Demonstrate ownership.
• Make timely, thoughtful, and bold decisions.

What we are looking for :

What we are offering?

About VeriPark :

We are a global technology company with more than two decades of expertise in the Financial Services industry.

Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys in digital and assisted channels.

We develop omni-channel delivery, customer engagement (CRM), branch automation and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide.

With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 1000+ colleagues are serving customers in more than 30 countries worldwide.

(ref : iimjobs.com)