Associate Support Manager

About Temenos

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

Product Analysis and Customer Support as the name indicates, provides 24/7 support to clients who use Temenos products. This includes either clients who are in the Implementing stage or clients who are already live on Temenos products. All support requests from these clients are handled by PACS.

OPPORTUNITES

• You will function as the bridge between Temenos and designated Clients & Function as the Single Point of Contact(SPOC).
• You will actively monitor outstanding tickets logged under allocated clients.
• You will prioritize open tickets for analysis based on client’s feedback.
• You will prioritize tickets in Maintenance and ensure delivery as per SLA.
• You will follow-up with client for any additional information required for logical closure of ticket.
• You will liaise with Client and Account/Project Managers to:
• Understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed.
• Provide constant updates over conference calls or through e-mail.
• Communicate about re-schedule in the delivery of fixes, if any.
• You will mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific PWM clients.
• You will ensure and Maintain High Satisfaction rating from clients.
  
  
  

Skills

• You should have 8 to 10 years exp in Product Support & 3 to 5 years’ experience in Team management
• You should have the ability to build relationship / communicate with the client
• You should be well Versed in excel and project management plans
• You should have client facing experience
• You should have experience in Managing Tier 1 Clients & Mentoring Support Managers
• You should have Working Knowledge in
• Track, report and manage Metrics.
• Revenue versus Cost management.
• Industry Awareness in terms of leading practices.
• Customer pain points and knowledge on how to achieve customer satisfaction.
  
  
  

VALUES

• Care about transforming the Banking landscape
• Commit to being part of an exciting culture and product evolving within the financial industry
• Collaborate effectively and proactively with teams within or outside Temenos
• Challenge yourself to be ambitious and achieve your individual as well as the company targets
  
  
  

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