The Manager will oversee a project under a Maintenance Agreement, serving as the main point of contact for client concerns. This role involves managing the delivery and timelines of fixes, maintaining strong client relationships, and proactively providing status updates to both clients and management. As an expert in customer service, the manager will handle escalated client calls and stay informed about product and process updates that impact service. They will ensure the team’s day-to-day activities align with service commitments, fostering individual and team-level performance. Additionally, the manager will establish and document the operational processes for the Customer Support function to enhance efficiency and service quality.
Qualifications:
- Candidate must possess at least a Bachelor’s degree in Computer Science
- Has project management experience minimum of 3 years
- Has application production support experience minimum of 3 years
- Exceptional analytical and problem-solving skills
- Preferably trained in ITIL Service Management
- Has experience working on production support ticket tools such as Jira Service Management, Service Now, etc.
- Excellent English communication skill both in speaking and writing
- Should have experience or familiarity with deposit, loans and tellering
- Has the ability to multi-task and perform duties with high accuracy and a strong degree of urgency
- Proven ability to work in fast paced dynamic environments where decisions are made without compromising on client’s experience and financial losses