Director of Digital Banking Solutions

We enable financial institutions to achieve digital excellence by delivering world-class customer experiences.

As a professional team of global scale, we collaborate with top clients on exciting projects in an environment where we learn and grow every day. Each contribution, each challenge, and each success is celebrated here.

We welcome candidates who share our values, have the skills, and are passionate about building the digital future of finance together.

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 multiple project experience along with software development experience in banks and more than 10 years of experience.

Key Responsibilities :

• Lead and manage the application support, services, and cloud support teams, providing guidance and support to ensure effective execution of projects.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations. Attend project steering committees and build C-level relationships.
• 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.
• 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 CSI.
• Ensure that support provided is within the agreed SLAs.
• 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 the project 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 the right level 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 and make timely, thoughtful, and bold decisions.

10 years of experience in an IT company, well-versed in Microsoft tech 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 advantageous.

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 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.