Product Support Manager/SDM

Job Description

About Temenos

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

Product Analysis and Customer Support (PACS) team provides expert-level support to clients using Temenos products, including those in the implementation phase & live customers. PACS manages all client support requests, ensuring seamless product experience and client satisfaction.

In this role you are expected to Operate as the central link between Temenos and assigned clients, managing all communications and coordination as the Single Point of Contact (SPOC).

WORK SHIFTS Applicability for this role : Work Shifts on Rotation applicable with Hybrid working (Work from office 3 days and work from home 2 days)

OPPORTUNITIES

- Function as the bridge between Temenos and assigned clients, operating as the Single Point of Contact (SPOC) for all communications and coordination
- Actively monitor outstanding tickets logged under allocated clients
- Prioritize open tickets for analysis based on client's feedback
- Prioritize tickets in Maintenance and ensure delivery as per SLA
- Follow up with clients to gather any additional information required for the logical closure of support tickets
- Liaise with Client and Account/Project Managers to : = Understand different milestones like UAT, Upgrade, go-Live etc., by keeping respective department informed = Provide regular project and status updates via conference calls and email, including timely communication of any rescheduling in the delivery of fixes, if any
- Mentor support managers across designated regions and manage relationships with top-tier clients. Serve as the Support Account Manager for select Private Wealth Management (PWM) clients.
- Ensure and maintain a high level of client satisfaction through proactive support and effective relationship management

Skills

- BE/B Tech candidates with 8 to 10 years exp in Production Support (Banking Domain experience) & 3 to 5 years experience in Team management
- Experience Managing Tier 1 Clients & Mentoring Support Managers
- Client facing experience with ability to build relationship / communicate with the client
- Well Versed in excel and project management plans
- Possess ability to track, report and manage Metrics
- Revenue versus Cost management
- Industry Awareness in terms of leading practices.
- Identify customer pain points and apply domain knowledge to drive effective solutions, ensuring high levels of customer satisfaction performance.

VALUES

- Care We care and listen to each other, our clients, partners and the communities we serve.
- Commit We commit with determination and persistence to make things happen.
- Collaborate We collaborate within Temenos and across a wider partner ecosystem.
- Challenge We challenge the status quo, try to look at things differently and drive change.

SOME OF OUR BENEFITS include:

- Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
- Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
- Family care: 4 weeks of paid family care leave
- Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
- Study leave: 2 weeks of paid leave each year for study or personal development

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