Chief Customer Experience Officer

We are seeking a seasoned professional to lead our customer support team in the banking domain.

The ideal candidate will have extensive experience in IT, with a strong background in Microsoft technologies and cloud environments. They will also have proven leadership abilities, with a track record of managing high-performing teams and driving business growth.

This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and is committed to staying at the forefront of industry trends. If you are a motivated and results-driven individual who thrives in a fast-paced environment, we want to hear from you

• Manage and oversee post-implementation customer support activities within the banking domain
• 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
• Monthly planning with team and monitoring of open tickets
• Monitor and Facilitate team to identify solutions for the 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
• Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards
• Support Contracts and SLA management
• Deliver Remarkable customer experience
• Engage with customer to address any dissatisfaction and drive corrective actions
• Manage and escalate critical customer issues to bring right level of expertise
• Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan
• Develop Talent in the team aligning with the 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.

Key requirements for this role include:

• 10 years of experience in IT company, well versed in Microsoft Tech Stack and cloud environment
• Should have experience in L3 support to enterprise clients such as banks
• Bachelors or master's degree in Computer Science
• Banking experience will be added advantage
• Relevant certifications (e.g., PMP, ITIL) would be an advantage
• 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 Microsoft Project, Project Planning, and Execution
• Complete understanding on 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
• Solid 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 as well as latest versions of the 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 to reward your hard work
• A comprehensive benefits package, including remote work support, health insurance, care program, and online psychological support
• Birthday leave to celebrate your special day
• A global impact with cutting-edge tech to stay ahead of the curve
• VeriPark Academy opportunities for personal and professional growth
• A diverse and vibrant community that values inclusivity and diversity
• A dynamic work environment that fosters connections and teamwork

About us:

We are a global technology company with a mission to enable financial institutions to become digital leaders. Our products and services help organizations deliver world-class customer journeys in digital and assisted channels.

With offices in 15 countries, our team of 1000+ professionals serves customers in over 30 countries worldwide.