Digital Transformation Leader

We empower financial institutions to drive digital transformation and customer satisfaction.

Our team collaborates with leading clients on innovative projects, fostering growth and learning in a dynamic environment.

We seek candidates who share our values, possess relevant skills, and are passionate about shaping the digital future of finance.

About the Role:

The Director of Enterprise Software Support - Banking is responsible for overseeing post-implementation customer support within a software company serving the banking domain.

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

Key Responsibilities:

• Lead and manage application support teams, providing guidance and support for effective project execution.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet expectations.
• Ensure early identification and reporting of product defects, collaborating with implementation teams and communicating findings to the product development team.
• 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 solutions for identified issues.
• Maintain customer relationships, increase CSI, and ensure support provided adheres to agreed 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, communicating through project status reports and boards.
• Support contracts and SLA management.
• Deliver exceptional customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues, bringing the right level of expertise.
• Communicate progress and action plans among customers, escalation, engineering/development teams, and service managers.
• 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.
• Promote continuous improvement and active participation in initiatives.

Requirements:

• 10 years of experience in IT, well-versed in Microsoft Tech Stack and cloud environment.
• Experience in L3 support for enterprise clients like banks.
• Bachelor's or Master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) are advantageous.
• Strong leadership abilities, inspiring and motivating a team.
• Experience in managing Support Teams, supporting Online/Mobile Banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall methodologies.
• Expertise in Microsoft Project, Project Planning, and Execution.
• Understanding of Test Management Practices, Test Planning, Test Monitoring, Control, and Governance.
• Excellent communication and interpersonal skills, building and maintaining client relationships.
• Sound knowledge of the banking domain and software product industry, with a deep understanding of client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing effective solutions.
• Flexibility and adaptability, working in a fast-paced and changing environment.
• Understanding of older and latest technology versions.
• Experience in working with both on-premises and cloud solutions.
• Ownership and Problem-Solving mindset.
• Ability to work with different stakeholders for outcomes.
• Fostering diversity and innovation.
• Maximizing Project profitability.
• Escalation management.
• Performance management.
• Customer management.

We offer:

• Performance-linked bonus: A testament to your dedication.
• Rewards beyond the job: Comprehensive benefits package, including remote work support, health insurance, care program, and online psychological support.
• Birthday leave: Celebrate your special day off.
• Global impact and cutting-edge tech: Immerse yourself in global projects with top-tier clients and stay ahead with advanced technologies.
• VeriPark Academy: Develop yourself with webinars, in-house training sessions, and more.
• Diverse community: Be part of a dynamic environment valuing diversity and inclusivity.
• Together Culture: Engage in face-to-face gatherings and online fun events, fostering connections and collaboration.

About Us:

We are a global technology company with 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, branch automation, and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide.

With offices in 15 countries, our colleagues serve customers in more than 30 countries.