Product Support Manager/SDM
4 weeks ago
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
Please make sure to read our Recruitment Privacy Policy
-
SDM Architect
1 week ago
Bengaluru, Karnataka, India IBU Full time ₹ 10,00,000 - ₹ 25,00,000 per yearRole Overview : We are seeking a highly skilled SDM Architect to lead the design and planning of Subscriber Data Management (SDM) nodes including HSS/HLR, STP, MNP, DEA/DRA. The ideal candidate will possess deep technical expertise in SDM architecture and demonstrate the ability to translate complex stakeholder requirements into scalable and efficient...
-
Data Intelligence Sdm
2 days ago
Bengaluru, India Unusual hire Full timeData Intelligence - SDM(Default) - Electronic City Phase I, Electronics City Phase 1, Electronic City, Bengaluru, Karnataka 560100, India - Full-time Company Description Robert Bosch Engineering and Business Solutions Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services,...
-
SDM-Japan
7 days ago
Bengaluru, Karnataka, India InOpTra Digital Full time ₹ 15,00,000 - ₹ 25,00,000 per year*Job Responsibilities/Essential Functions/CompetenciesSDM/JapanJob Responsibilities/Essential Functions/Competencies*Provide operational oversight to multiple D2OS Clients.Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients.Work closely with client to complete operational tasks.Monitor SLA/SLT/SLO...
-
Director, Product Management
4 hours ago
India Spreetail Full time ₹ 8,00,000 - ₹ 24,00,000 per yearSpreetail propels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: Spreetal is looking for a proven product leader to shape the future of our Merchandising Technology portfolio and drive meaningful business...
-
Ms Expert Oss
4 days ago
India NOKIA Full timeLead end-to-end implementation and maintenance of Nokia SDM & IMS products. Customer-facing role. - Resolution & providing technical support for the incidents reported/requests for SDM nodes (Analysis, Troubleshooting & fixing the issues reported) on already deployed to the end customer/user. - Manage and operate SDM & IMS nodes (HLR, HSS, UDR, UDM, AUSF,...
-
Product Manager
4 weeks ago
India, Jabalpur Aplomb Care Product Full timeJob Description Company Description Aplomb Care Products Private Limited is an Indian company specializing in personal care products. Our vision is to create a greener, safer, and healthier world through efficient, natural, and recyclable products, promoting hygiene and awareness. We offer high-quality, natural beauty products under our LYLACK range, which...
-
Product Management Intern
5 days ago
Bengaluru, Karnataka, India Product Space Full time ₹ 2,50,000 - ₹ 3,00,000 per yearTHIS IS AN INTERNSHIPCompany DescriptionProduct Space is a platform providing industry-focused content to help individuals improve their product management skills and transition to the dream product roles. Our mission is to make aspiring PMs industry-ready in 2 months.Responsibilities in Our Growth Team:• Lead end-to-end execution of product and...
-
Product Manager
3 weeks ago
Jabalpur, Madhya Pradesh, India, Madhya Pradesh Aplomb Care Product Full timeCompany Description Aplomb Care Products Private Limited is an Indian company specializing in personal care products. Our vision is to create a greener, safer, and healthier world through efficient, natural, and recyclable products, promoting hygiene and awareness. We offer high-quality, natural beauty products under our LYLACK range, which focuses on...
-
Product Support Architect
2 weeks ago
Bengaluru, Karnataka, India ABBYY Full timeJoin ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most - driving your growth, while fueling ours. Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing. As a...
-
Product Support Manager
3 weeks ago
Bengaluru, India WizCommerce Full timeJob Description About the company: At WizCommerce, we are revolutionising B2B commerce for manufacturers, wholesalers, and distributors across the USA, India and Canada. Our mission is to empower businesses with innovative technology solutions that drive revenue and foster growth. Recognizing the challenges posed by outdated software and cumbersome offline...