Support Manager

We enable financial institutions to become digital leaders.As a global team of professionals, we work with top-tier clients on exciting, high-impact projects in an environment where we learn and grow every day. Every line of code, every voice, every contribution, every challenge, and every success is celebrated here.We welcome candidates who share our values, bring strong skills, and are passionate about joining us on our journey to shape the digital future of finance.About The Job:We are looking for a Support Manager with experience in providing post-implementation support for software solutions in financial institutions. Ideal candidates will have multiple project experiences, a background in software development within banks, and more than 8 years of relevant experience.Duties & ResponsibilitiesWeekly planning with the team and monitoring of open ticketsManage support projects involving resolution of tickets / SRs / CRsMonitor and facilitate the team in identifying solutions for open issuesMaintain customer relationships and increase CSIEnsure support is provided within agreed SLAsPrepare and communicate regular status reports to clientsPlan, communicate, and execute change requests throughout the support lifecycleGuide and review requirements documents for change requestsIdentify and manage risks, assumptions, issues, and dependencies, and report them via project status reports and boardsSupport contracts and SLA managementTrain and mentor support team membersDeliver remarkable customer experiencesEngage with customers to address dissatisfaction and drive corrective actionsManage and escalate critical customer issues, bringing in the right expertiseCommunicate progress and action plans across customers, escalation teams, engineering/development teams, and service managersDevelop team talent aligned with business objectivesCreate an innovative, open, and high-performing team cultureDrive operational metrics and ensure process complianceLead continuous improvement and actively participate in initiativesDemonstrate ownership and make timely, thoughtful, and bold decisionsSkills & CompetenciesExperience managing support teams for software solutions in financial institutionsCRM and Digital Banking experience (an advantage)Strong understanding of test management practices, test planning, monitoring, control, and governanceExcellent communication skills – clear and concise, with the ability to adapt to different audiencesStrong customer requirement analysis skillsOwnership and problem-solving mindsetTeam leadership with accountabilityEscalation management experiencePerformance management skillsCustomer management expertiseExperience & Qualifications8+ years of relevant working experienceBanking experience (an advantage)Professional certifications (an advantage)What we are offering?Rewards Beyond the Job: Enjoy a comprehensive benefits package, including remote work, health insurance, retirement plan. We care you!Birthday Leave, Because You Matter: We value your special moments! Take the day off on your birthday and treat yourself.Global Impact, Cutting-Edge Tech: Work with top clients and cutting-edge technologies on a global scale.Unleash Your Potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions.Diverse, Vibrant Community: Be part of a dynamic environment that values diversity and inclusivity.Together Culture: Enjoy remote work with in-person meetups, online events, and open knowledge sharing.About VeriPark:We are a global technology company with more than two decades of expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys in digital and assisted channels. We develop omni-channel delivery, customer engagement (CRM), branch automation and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide.With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 1000+ colleagues are serving customers in more than 30 countries worldwide.https://www.veripark.com