Digital Transformation Leader

We are seeking a seasoned Enterprise Software Director to lead our post-implementation customer support activities within the banking domain. This is an exciting opportunity for professionals who share our values and are passionate about delivering world-class customer journeys in digital and assisted channels.

About the Job

• Lead and manage application support teams, providing guidance and support to ensure effective project execution.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.
• 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.
• Plan and monitor open tickets with the team.
• Monitor and facilitate team solutions for open issues.
• Maintain customer relationships and increase customer satisfaction index.
• Ensure that support provided is within agreed service level agreements.
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review requirements documents for change requests.
• Identify and manage risks, assumptions, issues, and dependencies of projects and communicate through project status reports and project boards.
• Support contract and SLA management.
• Deliver remarkable customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring right levels of expertise.
• Communicate at all levels among customers, escalations, engineering/development teams, and service managers about progress and action plans.
• Develop talent in the team aligning with 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.

Requirements

• 10 years of experience in IT companies, well-versed in Microsoft tech stack and cloud environments.
• Should have experience in L3 support to enterprise clients such as banks.
• Bachelor's or Master's degree in Computer Science.
• Banking experience will be an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be an advantage.
• Strong leadership abilities, inspiring and motivating teams.
• Experience in managing support teams, supporting online/mobile banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall and other SDLC methodologies.
• Complete command over Microsoft Project, project planning, and execution.
• Complete understanding on test management practices, test planning, test monitoring, control, and governance.
• Excellent communication and interpersonal skills, building and maintaining relationships with clients and stakeholders.
• Sound knowledge of the banking domain and software product industry, deep understanding of client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing effective solutions.
• Flexibility and adaptability, working in fast-paced and changing environments.
• Understanding of older as well as latest versions of technology.
• Experience in working with both on-premises and cloud solutions.
• Ownership and problem-solving mindset.
• Ability to work with different stakeholders for outcomes.
• Encourage diversity and innovation.
• Maximize project profitability.
• Escalation management.
• Performance management.
• Customer management.

What We Offer

• Performance-linked bonus: Your hard work doesn't go unnoticed.
• Rewards beyond the job: Enjoy a comprehensive benefits package, including remote work support, health insurance, care program, and online psychological support. We care about you.
• Birthday leave, because you matter: We value your special moments.
• Global impact, cutting-edge tech: Immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies.
• Unleash your potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions.
• Diverse, vibrant community: Be part of a dynamic environment that values diversity and inclusivity.
• Together culture: Even in a remote world, we cultivate connections through engaging face-to-face gatherings as well as online fun events.

About Us

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.