Director of Enterprise Software Support - Banking
Enable financial institutions to become digital leaders and shape the future of the industry.
As a professional team, we collaborate with top-tier clients on exciting projects in a dynamic environment where we learn and grow every day. Each contribution, challenge, and success is celebrated here.
We welcome candidates who share our values, have the skills, and are passionate about building the digital future of finance together.
The Director of Enterprise Software Support - Banking leads and oversees post-implementation customer support activities within a software company operating in the banking domain.
This role requires multiple project experience along with software development experience in banks and more than 10 years of experience.
• Lead and manage application support, services, and cloud support teams, providing guidance and support for effective execution of projects.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.
• Ensure early identification and reporting of possible product defects, actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
• Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
• Drive business growth by identifying new opportunities within existing accounts and seeking new clients.
• Plan and monitor monthly tasks and open tickets.
• Monitor and facilitate team solutions for open issues.
• Maintain customer relationships and increase CSI.
• Ensure that support provided is within agreed SLAs.
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identify and manage project risks, assumptions, issues, and dependencies, and communicate through project status reports and project boards.
• Support contract and SLA management.
• Deliver remarkable customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring the right level of expertise.
• Communicate with customers, escalation, engineering/development team, and service managers about progress and action plans.
• Develop talent in the team aligned with business objectives.
• Create an innovative, open, and high-performing culture in the team.
• Drive operational metrics and build process compliance.
• Drive continuous improvement and active participation in initiatives.
• Demonstrate ownership, making timely, thoughtful, and bold decisions.
What We Are Looking For
• 10 years of experience in IT companies, well-versed in Microsoft Tech Stack and cloud environments.
• Bachelor's or Master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be an advantage.
• Strong leadership abilities, inspiring and motivating teams.
• Experience managing support teams, supporting online/mobile banking, and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall and other SDLC methodologies.
• Complete command of Microsoft Project, project planning, and execution.
• Complete understanding of test management practices, test planning, monitoring, control, and governance.
• Excellent communication and interpersonal skills, building and maintaining relationships with clients and stakeholders.
• Sound knowledge of the banking domain and software product industry, with a deep understanding of client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing effective solutions.
• Flexibility and adaptability, working in a fast-paced and changing environment.
• Understanding of older and latest technology versions.
• Experience working with both on-premises and cloud solutions.
• Ownership and problem-solving mindset.
• Ability to work with different stakeholders for outcomes.
• Encouraging diversity and innovation.
• Maximizing project profitability.
• Escalation management.
• Performance management.
• Customer management.
Benefits
• Performance-linked bonus: hard work doesn't go unnoticed.
• Rewards beyond the job: comprehensive benefits package including remote work support, health insurance, care program, and online psychological support.
• Birthday leave: special moments matter.
• Global impact, cutting-edge tech: immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies.
• Unleash your potential: develop yourself with VeriPark Academy opportunities, webinars, and in-house training sessions.
• Diverse, vibrant community: be part of a dynamic environment that values diversity and inclusivity.
• Together culture: even in a remote world, cultivate connections through engaging face-to-face gatherings and online fun events.
About Us
We are a global technology company with expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world-class customer journeys in digital and assisted channels.
Apply Now
As a professional team, we collaborate with top-tier clients on exciting projects in a dynamic environment where we learn and grow every day. Each contribution, challenge, and success is celebrated here.
We welcome candidates who share our values, have the skills, and are passionate about building the digital future of finance together.
The Director of Enterprise Software Support - Banking leads and oversees post-implementation customer support activities within a software company operating in the banking domain.
This role requires multiple project experience along with software development experience in banks and more than 10 years of experience.
• Lead and manage application support, services, and cloud support teams, providing guidance and support for effective execution of projects.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.
• Ensure early identification and reporting of possible product defects, actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
• Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
• Drive business growth by identifying new opportunities within existing accounts and seeking new clients.
• Plan and monitor monthly tasks and open tickets.
• Monitor and facilitate team solutions for open issues.
• Maintain customer relationships and increase CSI.
• Ensure that support provided is within agreed SLAs.
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identify and manage project risks, assumptions, issues, and dependencies, and communicate through project status reports and project boards.
• Support contract and SLA management.
• Deliver remarkable customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring the right level of expertise.
• Communicate with customers, escalation, engineering/development team, and service managers about progress and action plans.
• Develop talent in the team aligned with business objectives.
• Create an innovative, open, and high-performing culture in the team.
• Drive operational metrics and build process compliance.
• Drive continuous improvement and active participation in initiatives.
• Demonstrate ownership, making timely, thoughtful, and bold decisions.
What We Are Looking For
• 10 years of experience in IT companies, well-versed in Microsoft Tech Stack and cloud environments.
• Bachelor's or Master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be an advantage.
• Strong leadership abilities, inspiring and motivating teams.
• Experience managing support teams, supporting online/mobile banking, and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall and other SDLC methodologies.
• Complete command of Microsoft Project, project planning, and execution.
• Complete understanding of test management practices, test planning, monitoring, control, and governance.
• Excellent communication and interpersonal skills, building and maintaining relationships with clients and stakeholders.
• Sound knowledge of the banking domain and software product industry, with a deep understanding of client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing effective solutions.
• Flexibility and adaptability, working in a fast-paced and changing environment.
• Understanding of older and latest technology versions.
• Experience working with both on-premises and cloud solutions.
• Ownership and problem-solving mindset.
• Ability to work with different stakeholders for outcomes.
• Encouraging diversity and innovation.
• Maximizing project profitability.
• Escalation management.
• Performance management.
• Customer management.
Benefits
• Performance-linked bonus: hard work doesn't go unnoticed.
• Rewards beyond the job: comprehensive benefits package including remote work support, health insurance, care program, and online psychological support.
• Birthday leave: special moments matter.
• Global impact, cutting-edge tech: immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies.
• Unleash your potential: develop yourself with VeriPark Academy opportunities, webinars, and in-house training sessions.
• Diverse, vibrant community: be part of a dynamic environment that values diversity and inclusivity.
• Together culture: even in a remote world, cultivate connections through engaging face-to-face gatherings and online fun events.
About Us
We are a global technology company with expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world-class customer journeys in digital and assisted channels.