03/09 HR
HR at AXL HR Technologies

Views:527 Applications:172 Rec. Actions:Recruiter Actions:5

Delivery Head/Manager - Customer Service - BFSI (7-10 yrs)

Mumbai Job Code: 845537

Roles & Responsibilities

- The primary role is to lead all facets of the initial implementation of Symphony solution from design, through launch, to customer acceptance and experience, and build long-lasting, trusted advisory relationships with all clients.

- Managing and maintaining relationships with Stockbrokers, Stock Exchanges and other market participants

- Manage SLAs and ensure on-time deliver and demonstrate leadership abilities to our clients with the deployment of software upgrades, enhancements, and fixes that are coordinated based on release schedules

- Manage client expectations and ensure clients provide all necessary inputs during the entire project lifecycle.

- Managing and resolving customer escalations, including working directly with executive level customer contacts to build relationships and resolve issues as they arise during the on-boarding and delivery processes.

- Work together with the Product Owner to plan and execute projects, ensure that teams have appropriate product and technical specifications, direction, and resources to deliver products effectively by establishing realistic estimates for timelines while ensuring that projects remain on target to meet deadlines

- Provide a software development plan that meets the future needs of our clients and markets, based on the state of the art technologies

- Brainstorm and execute initiatives for new business development.

- Review critical processes periodically to assess their effectiveness

- Induct methodologies like Agile, Devops, etc.

- Work with the Sales teams to secure new clients by leading the preparation of client proposals and statements of work.

- Work with the appropriate teams at Symphony to fully resolve any client issues that may arise during an engagement.

- Negotiation and management of contractual obligations with third parties.

- Keep customer stakeholder well informed of status proactively; report project status, present monthly and annual reports to senior management

- Develop technical and product vision & develop roadmaps for system and product growth, and then ensure timely execution and quality delivery.

- Manages senior stakeholder expectations with clear and timely communication and reporting, both internally and externally (customer organization and partners, if any).

- Coordinate prioritization of project backlog and assignment of resources

- Coordinate re-prioritization of ongoing projects and resolution of blocking issues

- Implement a methodology or work plan under which activities can be sequenced and completed

- Identifying any gaps or inefficiencies in and helping to improve our current day-today business workflows Do not allow problems to go unspoken/unsolved

Required Skills and Experience:

- 7-10+ years client-facing role including customer success, sales, consulting, launch, project management, or program implementation in a technical field

- 3-5 years of experience in Infrastructure and/or Development Operations

- 3+ years of experience working in technology consulting or software delivery management using Agile methodologies.

- Minium of 3+ year experience in Customer Service Delivery of CTCL Stock Trading Platform (such as XTS, ODIN, NEST, NOW etc)

- Bachelor's / Master's degree in a Software discipline and/or MBA is a plus.

- Strong understanding of technology and software development.

- A strong knack for establishing and growing strong working relationships with clients.

- Exceptional organizational and leadership skills.

- Must be self-motivated, quick-thinking, and able to thrive in a fast-paced work environment.

- Have excellent written and oral communication skills.

- Strong negotiation skills

- Drive, passion and energy

- A proactive and team player attitude

- The ability to work and prioritize independently coupled with the judgment to involve management with issues as needed

- A preference for finding the best solutions (not necessarily the easiest) to problems of all sizes

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
  • Apply
  • Assess Yourself
  • Save
  • Insights (Read more)
  • Follow-up
    (Read more)
Something suspicious? Report this job posting.