Digital Transformation Leader

We empower financial institutions to excel as digital innovators.

A professional team of global scope, we collaborate with top clients on exciting projects in a dynamic environment where we continuously learn and grow.

We welcome candidates who share our values, possess the necessary skills, and are passionate about joining us on our journey to shape the digital future of finance.

About the Role:

The Director of Enterprise Software Support is responsible for leading and overseeing post-implementation customer support activities within a software company operating in the banking domain. Ideal candidates have extensive project experience along with software development expertise in banks and more than 10 years of experience.

Key Responsibilities:

• Lead and manage the application support, manage services, and cloud 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. Attend project steering committee meetings and build C-level relationships.
• Ensure early identification and reporting of possible product defects by 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 the team and monitoring of open tickets.
• Monitor and facilitate the team to identify solutions for open issues.
• Maintain customer relationships and increase customer satisfaction (CSI).
• Ensure that support provided is within agreed Service Level Agreements (SLAs).
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identify and manage project risks, assumptions, issues, and dependencies, and communicate through project status reports and project boards.
• Support Contract and SLA management.
• Deliver exceptional customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring the right level of expertise.
• Communicate at all levels among customers, escalation, 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, making timely, thoughtful, and bold decisions.

Requirements include:

• 10 years of experience in IT companies, well-versed in Microsoft technology stack and cloud environment.
• Experience in L3 support to enterprise clients such as banks.
• Bachelor's or Master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be beneficial.
• Strong leadership abilities with the ability to inspire and motivate a team.
• Experience in managing Support Teams, supporting Online/Mobile Banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall and other Software Development Life Cycle (SDLC) methodologies.
• Complete command of Microsoft Project, Project Planning, and Execution.
• Complete understanding of Test Management Practices, Test Planning, Test Monitoring, Control, and Governance.
• Excellent communication and interpersonal skills with the ability to build and maintain relationships with clients and stakeholders.
• Sound knowledge of the banking domain and the software product industry, with a deep understanding of client needs and market trends.
• Analytical and problem-solving skills with the ability to identify issues and implement effective solutions.
• Flexibility and adaptability with the ability to work in a fast-paced and changing environment.
• Understanding of older and 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.

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. Take the day off on your birthday and treat yourself.
• Global Impact, Cutting-edge Tech: immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies. Your skills will shape the future of our industry.
• 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 and online fun events.

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.

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