We are helping a leading banking product IT company for senior leadership position.

Role: SVP & Head - Global Product Support & Customer Experience Core Banking / Central Banking / Retail Banking

Position Summary:

The Support Head is a senior leadership position reporting into the Chief Operating Officer. This role provides leadership and direction for the various teams in the support delivery chain.

He/she is responsible for the operational outcomes including the Support delivery, service excellence, SLA performance, defect prevention, service culture, service automation. He/She is responsible for the day to day service operations which involve human resource management, talent development, service design, evolution, quality and delivery.

This role must identify issues in service / delivery chain and provide short term and long term solutions, drive operational efficiencies through productivity and quality improvements. This role must provide scalable support systems and prepare the teams, service offerings, infrastructure to scale for the next 3-5 years as per directions from CEO, COO.

This role must strive to improve brand image, customer relationships, support implementation and product management team

ORGANIZATIONAL REPORTING RELATIONSHIPS:

Reports To:

Chief Operating Officer

Global Consumer Banking & Central Banking Products

Direct Reports:

- Service Managers

- L1 Support Leads

- Incident Managers

- L3 Support Leads

- Problem Managers

- Shift Leaders

In Direct or Matrix Reports:

- SCM Lead

- Release Leads

- Quality Engg Leads

- Test Leads

- PMO Lead

Collaborative Relationships:

- Products Management Group

- Chief Design Officer

- HR Manager

- SEPG Leads / Quality Leads

- Implementation Heads / PDs

- Engineering Heads / Engineering Managers

JOB REQUIREMENTS:

Education/Skills:

B.E. / M.B.A. / Equivalent

Experience:

Progressive career experience as a senior executive in a large software house

Strong experience on product service management preferably banking products

Sound knowledge on service design, providing 24 x 7 support, release management, change control, solution architecture, deployment architecture

Well versed in Engineering / Software Product Delivery with focus on software engineering, design implementation, software performance engineering

Experience of running large service organization for providing software support services

Experience in implementing large software programs / projects

Managing large delivery teams and experience to build scale

Minimum 15+ experience in software products / services

Very good knowledge on IT Infrastructure, allied services including software quality assurance, software testing

Deep knowledge on running operations in a software industry - including managing human capital, IP capital, customer capital, financial capital

Good people management skills / talent development

Good grasp of various technologies and its usage

Drive Service design and defect prevention council;

Nurture innovation / service culture / automation & Design Thinking

Root cause analysis of product issues / defect prevention

Knowledge and usage of different development methodologies

The Associate will also have a moderate amount (Max 10 to 20%) of business travel for the following reasons:

a. On a need basis, Visit customers & deepen customer relationship

b. On a need basis, Visit customers / prospects on support strategies

c. Visit staff at other locations and connect to them to provide a common shared vision & purpose; listen to staff

d. Do first hand days at customer site

e. Participate in conferences, symposiums and improve brand image

f. Visit other offices / other leaders and share / improve re-use culture and knowledge sharing

Pioneer Hiring Team
9122 28570973

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.