Zafin
financial services
Manager,ProductApplication&CustomerSupport
“Manager, Product Application & Customer Support at Zafin. Skills: Product Application, Customer Support, Agile, Scrum, team management, client engagement, technical guidance. support and align efforts to meet customer needs. ensure seamless support to client needs”
What You'll Achieve.
meet customer needs; ensure seamless support to client needs; achieve positive outcomes; Deliver business value as a part of daily work management; Clarity in thoughts and action; Demonstrate ability to walkthrough the product/project functionality to an internal/external audience; Demonstrate process adherence for all change management activities; Demonstrate proactivity; Demonstrate follow-ups and follow-throughs; Independently manage client expectations; Closely work with Product team to align on production issues, and push for product release for timely delivery to client; Systematic team management and proper guidance/direction to the team
Industry & Context.
Summarize problems at hand for senior stakeholder consumption; Deliberate RCA discussions with client
Support offshore hours / multiple time zones, Flexibility with working hours based on team and client needs
What They're Looking For.
Must Have
Degree in computer science, engineering, business administration or equivalent experience, Industry accepted certifications in management space, Must be able to technically guide the team, Must be able to use and work with user interface-based applications, Strong, clear, and concise written and verbal communication skills, Ability to communicate effectively at all levels of the organization, Customer facing skills: Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through, interpersonal skills and can foster team collaboration
Nice to Have
Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable, Experience in leading techno functional discussions with client
What You'll Do.
support and align efforts to meet customer needs
ensure seamless support to client needs
execute projects and Initiatives
document interactions with actions and next steps
Diligence in follow-up and follow-through
present project plans
Organize work to achieve positive outcomes
Encourage use of agile work management processes
bi-weekly sprints for the team(s) assigned
Help team members prioritize workload
Maintain a healthy team by empowering
Set goals for team members
Present weekly progress reports
Have good control on the work management process to adapt and course correct with agility
Identify improvement areas
and execute improvement items
Summarize problems at hand for senior stakeholder consumption
Prepare and participate in status meetings
coordinate and manage triage sessions with customers and partners
Work with the different internal team (cross functional and operational) to ensure seamless support to client needs
technically guide the team
Communicate proactively with customers and internal team members to deliver business value as a part of daily work management
mentor other members of the team/organization
Support team in developing process knowledge base
Setup knowledge base for the team to refer and enrich It continuously
How You'll Work.
Team & Collaboration
work with the different internal team (cross functional and operational) to ensure seamless support to client needs; Communicate proactively with customers and internal team members; Coach, guide, mentor other members of the team/organization; foster team collaboration
Communication Scope
Strong, clear, and concise written and verbal communication skills; Ability to communicate effectively at all levels of the organization; Client facing presentation ability; Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client; Internal stakeholder management and updates
Process & Methodology
plan, organize, coordinate, execute projects and Initiatives, Create, update, present project plans, Organize work to achieve positive outcomes, Encourage use of agile work management processes, Facilitate weekly, bi-weekly sprints for the team(s) assigned, Help team members prioritize workload, Have good control on the work management process to adapt and course correct with agility, Agile project management tools
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