Finastra Manager, Technical Customer Support in Plano, Texas

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?

Working as part of the Customer Support team, and reporting to the Global Support Manager, this role is the key interface between Finastra clients on one side and R&D organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience.

The holder of this position is a Fusion Invest product specialist, with technical/developer competencies, responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, which includes hiring, motivating, recognizing and rewarding, coaching, counselling, training, and problem solving. He/She will use his technical expertise to assist anybody from the global Customer support team and represent Finastra in front of the clients through Customer Advocacy tasks.

Key Responsibilities

FusionInvest Technical Knowledge

  • Maintains good overall knowledge of the FusionInvest product and how it interacts with other products in the FinAstra portfolio

  • Understands customer issues and market trends

  • Understands the software development lifecycle and business requirement specification

  • Investigates and respond to various customer Fusioninvest requests of high complexity and involves other parties when necessary

  • Performs technical investigation of the issues reported, providing adequate solutions where feasible and/or complete analysis details to R&D teams

Support Quality and Efficiency

  • Manages a team of customer support engineers to provide application support to clients and partners

  • Monitors and ensures that the KPIs relating to support quality, as well as internal customer SLAs, are met

  • Acts as an escalation point for clients for high priority/severity issues

  • Develops and implements best practices to meet business objectives

  • Ensures day-to-day operational readiness, service delivery and ability to react to critical client issues when they arise

  • Evaluates the severity/urgency of escalations and allocates the appropriate resources to work on them

  • Assists team members to bring together the necessary expertise and resources to work on difficult problems

  • Establishes and develops strong relationships with other teams within the region but also within the R&D/ESG organizations

  • Ability to undertake short term travel assignments to meet clients face to face

Knowledge Sharing and Collaboration

  • Champions knowledge sharing and collaboration as a way for the company to ‘win together’

  • Builds, manages and promotes relationships at various levels with teams that have a direct working relationship with Customer Support – PS, ESG, R&D/QA, BSG, Sales

  • Ensures contribution of the teams with articles to the SFDC knowledge base

Escalation handling

  • Anticipates client escalations

  • Provides leadership to get client escalations successfully resolved

  • Ensures the commitment of all internal parties during escalations

  • Sets, resets and manages PS & client expectations

Team and Performance Management

  • Engages team to achieve Annual Operating Plan success and create a high-performance culture

  • Empowers staff to make decisions and develop a sense of ownership

  • Ensures that Best Practices are used properly

Leading, Motivating, Communicating and Coaching

  • Hires, trains and leads support team to deliver high-quality service

  • Ensures that team is up-to-date with knowledge of products and industry developments

  • Creates an environment that retains and motives staff

  • Coaches to develop team and individual team member skills

  • Schedules regular team meetings and 1-2-1 sessions with team members to answer employee questions, explain policies and procedures, and share information to ensure open and complete communication

Required Experience:

  • University & Master degree in Computer Science or Mathematics

  • 1-3 years of People Management role/experience

  • 6+ years of Technical role in IT/Banking sector, preferably previous experience with Finastra

  • FusionInvest & FusionCapital Sophis product and technical knowledge is required

  • ITIL certification is an advantage

  • Good knowledge of C/C++, including debugging skills

  • Excellent knowledge of SQL, and good knowledge of C#

  • Excellent knowledge of database technologies such as Oracle, and advanced experience with Windows operating system

  • Excellent English skills: speaking, written and listening

  • Ability to manage and engage a team of individual contributors

  • Commitment to customer service - willing to go the extra mile to provide excellent service

  • Able to work in a multi-cultural and multi-sites team

  • Able to remain calm under pressure.

  • Excellent communication skills, client facing/onsite client activities/experience are required.

#LI-DNP

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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 D+H’s EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .