Support Manager - Product Support

ABOUT TEMENOS

Temenos is a global leader in banking technology. Through our market-leading core banking suite and best-in-class composable solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.

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. 

ABOUT THE DEPARTMENT:

Product Analysis and Customer Support (PACS) provides support to clients using Temenos products which includes clients in product Implementation stage & clients already live on Temenos products. All support requests from these clients are handled by PACS

ROLES & RESPONSIBILITIES:

• Function as the bridge between Temenos and assigned clients, operating as the Single Point of Contact (SPOC) for all communications and coordination
• Actively monitor outstanding tickets logged under allocated clients
• Prioritize open tickets for analysis based on client’s feedback
• Prioritize tickets in Maintenance and ensure delivery as per SLA
• Follow up with clients to gather any additional information required for the logical closure of support tickets
• Liaise with Client and Account/Project Managers to :

• Understand different milestones like UAT, Upgrade, go-Live etc., by keeping respective department informed
• Provide regular project and status updates via conference calls and email, including timely communication of any rescheduling in the delivery of fixes, if any

• Mentor support managers across designated regions and manage relationships with top-tier clients. Serve as the Support Account Manager for select Private Wealth Management (PWM) clients.
• Ensure and maintain a high level of client satisfaction through proactive support and effective relationship management

REQUIRED SKILSS:

• BE/B Tech candidates with 8 to 10 years exp in Production Support (Banking Domain experience) & 3 to 5 years’ experience in Team management
• Experience Managing Tier 1 Clients & Mentoring Support Managers
• Client facing experience with ability to build relationship / communicate with the client
• Well Versed in excel and project management plans
• Possess ability to track, report and manage Metrics
• Revenue versus Cost management
• Industry Awareness in terms of leading practices.
• Identify customer pain points and apply domain knowledge to drive effective solutions, ensuring high levels of customer satisfaction

LOCATION: Chennai & Bangalore

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month

• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership

• Family care: 4 weeks of paid family care leave

• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge

• Study leaves: 2 weeks of paid leave each year for study or personal development 

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