• Manager Customer Support Delivery India & Subcontinent

    Job Locations IN-Mumbai
    Job ID
    2019-6020
    Category
    Customer support (technical)
  • Company & department description

    SWIFT is a member-owned cooperative through which the financial world conducts its business operations with speed, certainty and confidence. More than 11,000 financial institutions and corporations in over 200 countries trust us every day to exchange millions of standardized financial messages.

     

    SWIFT, headquartered in Belgium with around 35 offices worldwide, has a unique corporate mind-set, where diversity, personal development and networking are actively encouraged. Our employees are the foundation of this success. If you want to be part of our dynamic, multi-cultural institution with over 2400 employees of 75 nationalities, then explore the vast opportunities and rewards that are waiting for you here at SWIFT.

     

    We are looking for a strong, passionate and committed individual with good communication skills who can lead/contribute to the development of our Customer support operations, instill new standards implementation of customer experience strategies related to technology, processes and employees.

     

    Responsibilities

    Your responsibilities will be to:

    • participate in cross-divisional customer experience streams to design the future customer experience roadmap

     

    • lead and develop a team of Support engineers for providing call and problem management to financial institutions

     

    • Provide technical leadership to staff within tight resolution constraints

     

    • Plan, coordinate and organise the activities of a  department serving customers within set objectives and develop tactical and medium term action plans

     

    • Manage own department to ensure delivery against short- and medium-term objectives

     

    • Setting and reviewing budgets and managing costs

     

    • Ensure the quality of services by monitoring the level of services provided, analysing trends, correcting deficiencies/ deviations.

     

    • Ensure readiness of staff, processes and tools to support new products and services.

     

    • Act as the management point of contact for any large problem or disaster and to initiate (preventive) actions in response to incidents.

     

    • Hire, reward, coach, motivate and develop staff in order to have qualified, competent and motivated employees with an open communication culture

     

    • Encourage and promote a continuous improvement mind-set related to Support related Services (tools, processes, knowledge)
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    • Work with HR to define and incorporate appropriate employee recognition programs

     

     

    Qualifications

    Do you have what it takes?

    • Minimum of 10 years of relevant work experience, demonstrating a track record of success in Customer Services.

     

    • Strong technical leadership and people management skills to motivate, manage and coach a team of highly skilled individuals

     

    • Ability to interact with all levels of staff

     

    • Proven ability to contribute in a diverse, multi-cultural, multi-country team environment

     

    • University degree in IT, Engineering, Science or equivalent

     

    • Strong analytical and troubleshooting skills in order to come to the best conclusion in the most efficient way

     

    • Clear and comprehensive communication skills, with the ability to perform under pressure in crisis situations

     

    • Collaborative mind-set

     

    • Native or professional proficiency in English and Hindi. Additional Asian language(s) will be an asset

     

     

     

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