Product Support Manager (8 to 10 yrs experience in Production/L3 Support & Banking )

Product Analysis and Customer Support (PACS) provides support to clients using Temenos products which includes clients in product Implementation stage & clients already live on Temenos products. All support requests from these clients are handled by PACS Function as the bridge between Temenos and assigned clients, operating as the Single Point of Contact (SPOC) for all communications and coordination Actively monitor outstanding tickets logged under allocated clients Prioritize open tickets for analysis based on client's feedback Prioritize tickets in Maintenance and ensure delivery as per SLA Follow up with clients to gather any additional information required for the logical closure of support tickets Liaise with Client and Account/Project Managers to : a. Understand different milestones like UAT, Upgrade, go-Live etc., by keeping respective department informed b. Provide regular project and status updates via conference calls and email, including timely communication of any rescheduling in the delivery of fixes, if any Mentor support managers across designated regions and manage relationships with top-tier clients. Serve as the Support Account Manager for select Private Wealth Management (PWM) clients. Ensure and maintain a high level of client satisfaction through proactive support and effective relationship management

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together. We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably. At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.