Team Leader, Retail Banking Applications Support recruitment

Client Management

• Responsible for establishing and maintaining day to day contacts with the clients at a supervisory level, including regular reporting and regular meeting with the clients.

• Handling issues escalated by clients and/or Client Support team, either to the point of resolution or to the point of escalation to higher management.

• Management of client contractual financial issues relating to the Maintenance Agreement. Specifically, the handling of SLAs, ensuring that the necessary chargeable work is performed in accordance with current procedures.

Team Management

• Setting performance objectives and carrying out performance reviews for each (ASPAC)  member of the   team.

• Jointly with the team members, defining individual training/personal development plans. Reviewing and approving Timesheets, Leave Requests, Medical Certificates and any other administrative tasks, for the team.

• Oversee performance and participate in governance activities with respect to Global Services consultants assigned to the ASPAC Client Support team.

Financial Management

Managing the team expenses, salaries, contractor charges, capital expenses, cross-charges from other departments, and any other expenses.

Task Process Management

• Assigning service calls, tracking, and reporting their progress.

• Managing the regular distribution of resolutions (typically software fixes) to all clients as well as to other departments or business units.

• Establishing and maintaining the appropriate controls and measures to ensure that resolutions are well-tested and documented.

• Defining, documenting and implementing all necessary Processes and Procedures.

• Work with appropriate members of other departments or business units in order to solicit or provide assistance, and to ensure that information is proactively shared between departments.

• 

Required Qualifications, Skills and Abilities

Consulting skills, excellent written and verbal communication skills, customer care and relationship management skills, Team leadership experience and skills

Education and/or Experience:                                                                                                            

o   Degree in Computer Science or Business Administration or IT related disciplined.

o   Minimum of 6 to 8 years experience in the banking software solution and client support environment.

o   Inclusive of at least 3 to 4 years hands-on senior consultant experience in either implementation and/or client support services in a similar environment.

Please send your profile to gulnara_kh@kellyit.com.sg for a confidential discussion if you have the team management experience in retail banking applications support!