Regional Support Team Lead

**ABOUT TEMENOS**

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

Temenos enables growth for two-thirds of the world's top 1,000 banks and 70+ challenger 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**

The **Regional Support Team Lead** is responsible to:

- Overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction.
- Assessing the performance of the workforce, resolving complex issues, identifying customer needs and business opportunities, and mentoring technical team members
- Successfully manage client escalations & actively monitor client's outstanding incidents and prioritize internally for faster resolution, reducing backlogs
- Build strong working relationships with various internal stakeholders involved in supporting customers to ensure we are working together to support customers
- Communicate schedule fixes (ETA) and/or re-schedule of the delivery of fixes to service delivery managers to plan for its deployment
- Send monthly reports to internal stakeholders, providing a snapshot of the incidents logged and progressed.

**OPPORTUNITIES**
- You will be coordinating with a customer service team, providing direct customer support, reviewing incidents pattern, and evaluating team members.
- You will provide leadership, organization, conflict resolution, and problem-solving.
- You will actively monitor, and drive resolution of outstanding tickets logged under allocated clients.
- You will prioritize open tickets for analysis based on client's feedback.
- You will prioritize tickets in offshore support & 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 ensure and maintain High Satisfaction rating from clients. You will manage and own the resolution of all inter work stream issues
- You will produce Project Dashboards and hold team meetings, on a regular basis, with the technical support team to ensure no backlogs and deliverables meeting on-time.
- You will inform TEMENOS Management on issues outside own responsibilities that may affect the success of a project or TEMENOS position.
- You will carry out project performance appraisals for consultants involved, identify with them and report training and development needs.
- You will ensure the promotion of TEMENOS image by the team at client site.
- You will provide assistance and advice to the support team members in the execution of their tasks and motivate the team for success.
- You will perform such other duties, functions and services, consistent with status or vocational ability, as may from time to time be required.

**REQUIREMENTS**
- You should have University degree in Computer Science or Engineering or equivalent working experience
- You should have **minimum of 8-10 years of experience in Banking Product Support and 5 to 7 years' experience in Team management, preferably from a Banking s/w solution**:

- You should have **project and support experience **in Temenos products (Transact, Analytics & Payments)
- You should have the ability to build relationship / communicate with the client
- You should have** client facing experience**:

- You should have **experience in Managing Tier 1 Clients, preferably in cloud**:

- Working Knowledge
- Track, report and manage Metrics
- Industry Awareness in terms of leading practices.
- Customer pain points and knowledge on how to achieve customer satisfaction
- You should be well-versed in **excel and project management plans**:

- You should have exceptional verbal and written communication skills
- You should have interpersonal / resource management skills
- You should have customer relationship management skills, with experience at C-level
- You should have time management skills
- You should have facilitation skills
- You should have proven problem-solving skills
- You should be proficient with Microsoft Project / GANTT Tools, Microsoft Office
- You should have experience in managing remote teams / resources

**Nice to Have**:

- Cloud solution delivery experience
- Experience managing teams with resources based in Asia-Pacific region
- AgilePM, PMI and / or Prince 2 certification