Finastra Customer Support Specialist in Manila, Philippines

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together. Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business. From a graduate Software Engineer to an experienced Sales Executive – we are looking for personal leadership and people with the appetite to understand the markets and customers we serve. We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open – combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

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What will you contribute?

The Customer Support Specialist is a key point of contact for the customer within the Finastra organization; ensuring service delivery, proactively escalating challenges that would negatively affect service delivery and take ownership and drive to meet client deadlines, tracking internal progression and managing customer expectations.

The Customer Support Specialist proactively works to ensure customer satisfaction in all phases of the application life cycle: Production BAU, GA software deployment, PS implementation and upgrade projects Partner delivery and governance and customer DIY projects

In progression of agreed deliverables and services, the Customer Support Specialist will work closely with the Customer Support, Professional Services, Product Management, Development and Account Management teams to build and apply relevant improvement plans and to identify commercial opportunities, liaising with the Sales organization as appropriate in respect to execution.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

  • Accountability and responsibility for client satisfaction through establishing and maintaining service excellence; contributing to the achievement of agreed client goals and managing expectations accordingly; building and nurturing a relationship built on transparency, respect and trust.

  • Proactively co-ordinate, prioritize and align services and resource requirements with delivery area owners; identifying and communicating delivery risk.

  • Identify and manage areas where the client has expectations that are misaligned with their contract / Finastra policy and work to gain re-alignment.

  • Provide leadership and ownership and manage the delivery of service from delivery units in a service partnership, building and nurturing a relationship built on transparency, respect and trust. as ‘One Service Team’ with the customer.

  • Report internally, as agreed, deliverables and schedules and status against those schedules, including identified risks and ‘asks’ regarding mitigation (include highlighting potential penalty SLA non- compliance risk).

  • Act as escalation point for Account Management and the customer for delivery of any identified operational priority issues.

  • Proactively communicate escalations and create and provide regular updates regarding escalated clients to the Finastra teams and Finastra Leadership Team.

  • Work with the cross functional teams, to resolve any operational escalations, breakdowns in process, identifying and discussing with CS management, what needs to be done tactically and strategically to improve.

  • Ensure the Handover process from implementation to production support is completed, engaging client stakeholders and professional services alike, appraising the customer on CS Service procedures and standards/tools, as well as introducing Premium Services

Required Experience:

  • Proven track record in client relations management, especially in the cloud service delivery marketplace

  • Strong change management and project management skills. Formal training in management disciplines will be an advantage.

  • Politically astuteness and conflict management skills.

  • Must be articulate in both the verbal & written communication.

  • Analytical and problem-solving attributes.

  • Exhibit tact and diplomacy in dealing with sensitive customer issues.

  • Strong interpersonal, communication, negotiation and presentation skills.

  • Able to identify the current status of customer expectations and satisfaction levels.

  • Ability to travel

Qualifications & certification

  • Degree level education in numerical, technical or business subjects or equivalent relevant experience.

  • 5 to 10+ years in an IT, consultancy or software delivery customer-facing, service delivery environment with significant client contact across all levels within a technical environment.

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

The Future is Collaborative . The Future is Open. The Future is Now.

Finastra unlocks the potential of people and businesses in finance, creating a platform for open innovation. Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, and treasury and capital markets. Our solutions enable customers to deploy mission critical technology on premises or in the cloud. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or geographic location—from global financial institutions, to community banks and credit unions. Through our open, secure and reliable solutions, customers are empowered to accelerate growth, optimize cost, mitigate risk and continually evolve to meet the changing needs of their customers. 48 of the world’s top 50 banks use Finastra technology.

Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .

Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the EEA & Switzerland Job Applicants Privacy Notice at https://www.finastra.com/sites/default/files/2018-06/eea-switzerland-job-applicants-privacy-notice.pdf ; for others, please refer to Finastra Privacy Policy at https://www.finastra.com/privacy-policy . If you have any questions, please contact the Privacy Department at: privacy@finastra.com , or your recruitment primary contact.