Our
client, who is one of the world’s leading software provider in
Financial Services Industry, is looking for suitable candidates to fill
the position of :
Product Support Manager
Position: Product Support Manager / 产品支持经理
Location: Beijing， China
Location: Beijing， China
Purpose of Role:
Provide
a high quality support service to Misys clients across a product line
through a team of well-trained and effective support analysts to help
build, maintain and improve customer satisfaction to a level that the
customer will act as a sales reference site.
Main Responsibilities:
- Exercises independent judgment and discretion in planning and organizing customer support activities in order to ensure customer satisfaction
- Manages and directs the activities of the customer support staff
- Ensures subordinates receive adequate training to perform duties and responsibilities effectively
- Interprets and administers company policy for team members
- Communicates critical customer issues, metrics and known issues to senior management in a timely manner
- May perform responsibilities of subordinates in their absence.
- Works with leads to ensure staffing is adequate to handle call volume.
- Visiting customer sites and User groups to continually keep abreast of views on customer satisfaction with Misys support services.
- Promotes and maintains a high quality, professional, service-oriented image among clients. Manages customer expectations regarding resolution of their service issues.
- Generates new and improved procedures to improve customer service and customer expectations management.: Identifying weaknesses and opportunities to improve the Misys Support service operation, create and be part of, or lead, project team to deliver improvements.
- Help analyse feedback from customer loyalty surveys and take appropriate actions for resolution.
- In conjunction with Regional Support Managers, Regional Service Managers and Development Managers, develop and improve standard Operational Level Agreements for new and existing vendor/supplier relationships in order to improve service levels.
- Improve productivity of global/regional support through process improvement, training and talent management.
- Work with development to ensure that fixes are delivered to clients on schedule and adhere as closely as possible to the current service level standard.
- Ensure accurate information is provided to the Development team in order to allow them to correct the software without having to refer back to the originating customer
- Identify and recruit internal/external talents to ensure effective mix of competencies
- Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
- Allocate work load to fully utilise every employee’s talent
- Regularly communicate on company news and team progress against business plan
- Create team spirit
Qualifications and Requirements:
Academic and professional qualifications
- Bachelor or Graduate degrees in Business, Finance or Computer Science or relevant work experience
- Strong customer support skills with demonstrated ability effectively dealing with escalated customer concerns.
- Demonstrated success managing and developing non-exempt level positions.
Experience
- Minimum 6 years help desk or overall support experience in at least one of the assigned products with 2 years successful experience of managing or working within a helpdesk or product support environment; or
- Minimum 6 years experience in developing, supporting or using banking or healthcare software with 2+ year’s relevant working experience in a bank, financial services, or organisation.
Travel requirements
- Able and willing to travel as required, internationally on short-term basis
Working arrangements
- Primarily works in standard office environment within standard working hours
To further your career and join the friendly team please send your most updated CV in English and Chinese word format to: chinarecruitment.hr@misys.com
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