Director Product Support

7 days ago

Chennai, Tamil Nadu, India Azentio Software Full time

About Azentio

Azentio Software, established in 2020 in Singapore, is a result of the fusion of 3i Infotech, Candela Labs, Beyontec Technologies, and Path Solutions.

The company provides specialized software solutions for the banking, financial services, and insurance sectors, boasting flagship products like KASTLETM (Universal Lending), AMLOCKTM (Anti-Money Laundering & Compliance software suite), PREMIATM Astra (Core Insurance software), ORIONTM (Enterprise Resource Planning software), and MFUND PlusTM (Asset Management platform).

With a presence in over 60 countries, Azentio serves more than 800 customers and employs a team of 2,300+ professionals across 12 global offices, being wholly owned by Funds advised by Apax Partners.

Azentio's offerings cater to a wide range of financial service needs, spanning from core operations to digital requirements, showcasing expertise in insurance, retail and corporate lending, Islamic Banking, anti-money laundering, and asset management.

The company also extends its services to mid-market enterprises in the Middle East, Africa, Asia Pacific, and India with an extensive ERP solution.

At Azentio, continuous growth is fundamental, and a commitment to excellence in products, services, ideas, and people is paramount to the company's ethos.

 

Job Opportunity at Azentio:

  • Role: Product Support/Customer Service Leader
  • Experience: 15+ years

Requirement:

  • Demonstrated experience in a leadership role within product support or customer service
  • Strong leadership qualities to inspire and motivate teams
  • Effective communication and interpersonal skills to engage with customers, team members, and stakeholders at all levels
  • Analytical mindset to use data for decision-making and process enhancements
  • Proficiency in customer relationship management (CRM) systems and support tools

Responsibilities:

  • Lead and grow a team of 40+ members
  • Supervise daily operations to ensure efficiency and effectiveness
  • Collaborate with the PM team to enhance products and provide long-term solutions for customer/product issues
  • Ensure adherence to support SLAs
  • Coach team members for proactive client engagement and product adoption
  • Coordinate with various stakeholders to address customer/product concerns
  • Work cross-functionally with Support, QA, Engineering, and PM teams for prompt resolutions
  • Provide regular reports on product performance and customer issues to management
  • Manage trade-offs between customer experience, business impact, and product performance
  • Resolve customer inquiries, issues, and escalations efficiently to ensure satisfaction and retention

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