Senior Manager- Product Support

il y a 2 semaines

Bertrange, Luxembourg Temenos Temps plein

ABOUT TEMENOS
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

We serve 3000 banks 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.


THE ROLE


As a Manager of the Multifonds Global Accounting Support team, you are the main contact and intermediary between our clients and our product and development teams.

Reporting to the Head of Global Accounting Support, you are in charge of a team of support consultants focused on delivering exceptional service to our clients in the region.

From resolving general inquiries and troubleshooting system issues and defects to providing training and consultancy for new and existing clients of the Multifonds GA software on its modules and features, you and your team will partner closely with a variety of internal teams to assist clients with their needs and ensure client satisfaction.

As a Manager of the Support team, you will also be tasked with optimizing prioritization of clients issues, as well as liaising with account and project managers on other key activities such as upgrades and go-lives.


OPPORTUNITES

  • You will manage a team of 46 support consultants, whose main tasks include:
  • Supporting clients in resolution of daily BAU inquiries and system issues
  • Identifying functionality defects / gaps and working with internal teams for resolution
  • Providing training to clients
  • You will prioritize open client issues and optimizing support resources and flows to ensure a satisfactory turnaround
  • You will manage client satisfaction by maintaining client SLAs for all issue types and priorities, handling critical escalations, and providing incident reports for critical nonconformity issues
  • You will partner closely with internal stakeholders and peers in other regional locations to ensure continuity of service
You will participate in resource recruitment, training and coaching

SKILLS

  • You should have university degree in Finance/Accounting or general business with a strong accounting background
  • You should have experience within the funds industry, preferably in a similar role within a Fund Accounting project or support team; previous team leadership experience is a plus.
  • You should have knowledge of the Multifonds Global Accounting system (although full system training will be provided) is preferred.
  • You should have strong conceptual, analytical and problem solving skills, able to present and articulate complex information in a clear and structured way.
  • You should be able to work on own initiative, independently and adhere to deadlines; be flexible and adaptable.
  • You should be able to collaborate and work well with local and global internal teams and stakeholders crossfunctionally.
  • You should be confident and customer focused with excellent written and verbal communication skills in English.
  • You should have business knowledge of hedge, private equity and other alternative funds would be considered an advantage.
You should have written and oral skills in other European language(s) would be an advantage.

VALUES
-
Care about optimizing prioritization of clients issues
-
Commit to delivering exceptional service to our clients in the region
-
Collaborate with internal team and the clients
-
Challenge the functionalities to find resolution

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