Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
What will you contribute?
Director of Customer Support is responsible for executing against the client experience road map and for the ongoing management and retention of our client portfolios. This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.
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Strategically focused and responsible for client satisfaction, the Director of Customer Support is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations. This role is accountable for working with business partners in a matrix environment to exceed our clients' expectations in managing issues through to successful resolution.
Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:
- Manages ongoing relationships and the operational delivery of services to clients for an account or group of accounts. Serves as the primary point of contact with clients and ensures client satisfaction.
- Client Management: Develop and manage key operational relationships with Clients. Support Client On-boarding activities, manage day-to-day client interactions while identifying and prioritizing key client service issues.
- Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.
- P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment, and proposal developing pipeline of opportunities that contribute to overall PS targets.
- Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.
- Service Delivery: Manages a client interaction model that will facilitate a best-in-class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).
- Risk Management: Identifies risks through client journey mapping and service gap analysis and provides input for consideration to the line of business risk register as appropriate.
- Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
- Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
- Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
- Participate in client (phone) meetings, Teams sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
- Validate defects thoroughly by ensuring that the described scenarios are fixed
- Build and provide simple scripts with the assistance of senior colleagues when necessary
- Write technical specifications and best practices documentation
- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Required Experience:
- Expert knowledge of Fusion GPP and at least two payment clearings
- Basic expertise with Oracle and SQL databases and ability to create complex queries
- Working knowledge of Unix or Linux commands
- Working knowledge of Windows Servers
- Working knowledge of IBM MQ
- University degree in Computer Science, Mathematics, Business IT or related major
- Excellent written and verbal communication in English
- Analytical abilities, attention to detail, stability, responsibility as well as customer focus
- Ability to work independently as well as part of a customer facing team
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!