Financial Software Application Support Manager
Leamington Spa
(£50,000- £60,000 with incredible package)
Head Resourcing are working closely with a recognised brand within their FinTech, Digital Innovation team for an IT Service Manager/ Customer Application Support Manager to join the team.
This role is a technical team of Software Financial Applications and will lead day-to-day support activity ensuring that service levels are met and customers are satisfied. The Customer Support Manager attends, and where required leads, service review meetings and acts as the initial point of escalation for customer issues.
Main activities.
Manage the technical team of Customer Support Analysts
- Provide effective leadership to the customer support team ensuring that the vision and strategy are understood and translated into specific actions and objectives that support them.
- Provide excellent line management, mentoring and coaching to direct reports.
- Manage a team of customer support analysts including hiring, performance management, career development, objective setting and work assignments.
- Develop a strong team ethos and commitment to delivering high quality support services within agreed SLAs and budget constraints.
- Build, manage and develop the best possible customer support team, enabling them to work as efficiently and effectively as possible by providing the appropriate processes, training, skills and support and by resolving impediments that are impacting them.
Provide World-class Support
- Play a key role in the definition, implementation and continuous improvement of customer support processes that enable all agreed service levels to be met or exceeded.
- Ensure that agreed service levels for each customer are clearly understood both by the team and by the customer.
- Coordinate day-to-day activity within the customer support team ensuring that support issues are appropriately prioritised and progressed.
- Prepare key metrics to be presented to customers at regular service review meetings demonstrating how the DIG is performing against the agreed service levels.
- Input into the definition and commercial options for the provision of any additional support services that fall outside of current service agreements.
- Ensure that support issues are tracked and proactively managed through to resolution.
Manages Stakeholders
- Build and maintain effective relationships with key customer contacts both internally and externally.
- Serve as the initial escalation point for customers to ensure that issues are fairly and effectively managed.
- Attend and, where required, lead service review meetings ensuring that customers are effectively managed and issues resolved.
- Provide appropriate metrics to the Heads of Department
Skills & Experience
- Strong track record of leading a customer support team.
- Thorough knowledge of Support operations including industry best practice, industry trends and customer service.
- Practical experience in managing customers to agreed SLA's.
- Appreciation of technical issues across relevant delivery platforms.
- Outstanding ability to nurture strong relationships with customer stakeholders and be trusted to fairly resolve issues and escalations.
- Excellent organisational and time management skills.
- Strong communication and leadership skills.
- Commercially aware and able to support or lead negotiations with customers.
- Excellent people management and coaching experience.
- Attention to detail.
For an initial chat, please send in your CV.
