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Job Description
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.
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 Team
Product Analysis and Customer Support (PACS) team provides expert-level support to clients using Temenos products, including those in the implementation phase & live customers. PACS manages all client support requests, ensuring seamless product experience and client satisfaction.
In this role you are expected to Operate as the central link between Temenos and assigned clients, managing all communications and coordination as the Single Point of Contact (SPOC).
WORK SHIFTS Applicability for this role : Work Shifts on Rotation applicable with Hybrid working (Work from office 3 days and work from home 2 days)
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 clients 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
- 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
Looking to get Placed? Try our Placement Guarantee Plan
- 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 performance.
- 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 youre 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
Skills
Cost ManagementWealthWealth ManagementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Temenos, a global banking software company, pioneers digital banking solutions. Empowering financial institutions, Temenos leverages cutting-edge technology to transform banking experiences. With a focus on innovation and client success, Temenos Careers offer exciting opportunities for talented individuals to thrive in a dynamic environment. Joining Temenos means embarking on a journey of professional growth and contributing to revolutionizing the future of banking. Whether in development, sales, or customer support, Temenos fosters a culture of excellence and collaboration. Explore Temenos Careers for a chance to be part of a leading force shaping the fintech landscape worldwide.
Important dates & deadlines?
Application Deadline
08 Apr 26, 02:27 PM IST
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