Digital Transformation Lead

4 days ago

Vizag, Andhra Pradesh, India beBeeCustomerSupport Full time ₹ 2,20,00,000 - ₹ 2,80,00,000
Job Overview

We empower financial institutions to excel in the digital landscape.

Ours is a global scale professional unit, collaborating with top clients on exciting projects in an environment where we continuously learn and grow.

We welcome candidates who share our values and are passionate about joining us on our journey to build the digital future of finance.

The Director of Enterprise Software Support is responsible for leading post-implementation customer support activities within the software domain.

Ideal candidates have multiple project experience along with software development expertise in banks and over 10 years of experience.

Key Responsibilities:
  • Lead and manage application support teams, providing guidance to ensure effective execution of projects.
  • Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet 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 seeking new clients.
  • Plan and monitor open tickets monthly, facilitating the team to identify solutions for open issues.
  • Maintain customer relationships and increase CSI, ensuring support provided is within 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, communicating through project status reports and boards.
  • Support contracts and SLA management, delivering remarkable customer experiences.
  • Engage with customers to address dissatisfaction and drive corrective actions, managing and escalating critical customer issues to bring the right level of expertise.
  • Communicate progress and action plans at all levels among customers, escalations, engineering/development teams, and service managers.
  • Develop talent in the team, aligning with business objectives, creating an innovative, open, and high-performing culture.
  • Drive operational metrics, build process compliance, drive continuous improvement, and participate in initiatives.
Required Skills and Qualifications

A successful candidate will possess:

  • Multiple project experience.
  • Software development expertise in banks.
  • Over 10 years of experience.
Benefits

By joining our team, you can expect:

  • A collaborative and dynamic work environment.
  • Opportunities for career growth and development.
  • A competitive compensation package.
Others

We offer:

  • A comprehensive training program.
  • Regular performance evaluations and feedback.
  • A commitment to diversity, equity, and inclusion.

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