Regional Lead (Apac)

Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?

As part of the US Payments, Customer Support Team, the Regional Lead will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams. The ideal candidate will be passionate about technology, resourceful, and have excellent customer facing skills . We are looking for an individual who is able to coordinate, assist and maintain solid customer relationship. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development to effectively support customers on their Payments platform.

Responsibilities:

• Check the Morning Checklist for client prod outage and prioritize with CS and Dev on-call if needed.
• Check for client new escalations and coordinate with CS and/or coordinate with project team.
• Prioritize client meetings and workload for current day.
• Attend to client's 3rd party vendors in which a dependency is present for Finastra.
• Responsible/Accountable for any client escalation that requires management insight and CS/Dev/project/product team proper traction.
• Educate customer on Finastra's Production and Enhancement process when needed.
• Facilitate/Elevate/coordinate any communication related to our 3rd party vendor like IBM/TCH/FedNow/etc activities such attestation, Network or app certificate renewals, etc.
• Validate SLA reports are accurate for client refund if any.
• Build and maintain customer relationship to increase customer satisfaction and facilitate overall relationship with Finastra.
• follow up on production implementations such REQ creation, customer signoffs, customer downtime comms with CS team
• Accountable for project handoff to Ops process with CS manager. (this includes warranty period negotiation with Accenture or product team and defects handoff)
• If required coordinate client and CS or Dev working sessions proactively or upon request
• Build report of SF cases and prioritize by criticality.
• Build Jira report and coordinate with cs team.
• Update SF cases and jiras when required.
• Coordinate defect review with SME and client when required.
• Coordinate Internal Sync up meeting with CS team to follow up on prioritized defects and enhancements.
• Coordinate Sync up meeting with client to prioritize defects, enhancements and negotiate timelines across teams.
• Present new P2G defects with product team during the defect call.
• Present new GPP defects with product team during the GFX defect call.
• Follow up on defect jiras with product team.
• Escalate defects and enhancements accordingly.
• Coordinate/attend client steering calls.
• Create enhancement request upon client request.
• present enhancement request during enhancement call with Soli, Pablo and Assaf.
• Attend to implementations after working hrs when possible (including weekends)
• Coordinate UAT testing sessions with client
• Communicate to client when a defect is been committed to a release date by product team
• Communicate to client when an enhancement is been committed to a release date by product team
• Follow up on the already committed defects are indeed included in release implementations
• Follow up on day2 defect items in which were committed by product project team to be fixed during project phase and after go-live
• Update client's defect list for timelines and latest updates

Required Skills & Experience:

Minimum 5 years experience managing a team of client facing team members

Minimum of 2 years of experience as a customer advocate, relationship manager

Excellent communication and customer support skills will be corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information

Incident Management experience by participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details

Must be a Bachelor's Degree holder

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!