MX Regional Support GS IRC200367

Requirements

1. Integrate team members into Client practices to ensure continued customer satisfaction and improve business profitability
2. Train, develop and mentor your Global Support team of 20+ to help create a common culture and sense of belonging and succession plan your role.
3. Optimize the balance between effectiveness (SLA adherence), efficiency (cost) and client satisfaction (NPS) in the client ecosystem.

Key relationships:
 Global/local peers in the PaaS team, CX Team, Value Advisory, PD, UNISD, Consulting
 Support consultants & Developers locally / other regions (internal)
 Global / Regional Support Managers (internal)
 Client users/super users of clients software (external)
 Client support managers (external)

Key relationships:
 Global/local peers in the PaaS team, CX Team, Value Advisory, PD, UNISD, Consulting
 Support consultants & Developers locally / other regions (internal)
 Global / Regional Support Managers (internal)
 Client users/super users of SimCorps software (external)
 Client support managers (external)
Special requirements:
 Work type: Hybrid2 days onsite / 3 days.
 Shift: North America hours (flexible to shift to EMEA hours if needed).
 Liaising with global managers/teams in EMEA/NA/APAC
 Weekends/public holidays is required from time to time.
Competencies:
 Resourcefulness – figuring out how to get over, around, or through barriers to success, and then doing it.
 Effective Communication – inclusive and proactive
 Demonstrate effective interpersonal skills i.e. Teamwork – inclusive, collaborative, helpful.
 Flexibility & Adaptability – adapting to change, staying calm.
 Takes Personal Responsibility – resilient and accountable.
 Problem solving & problem management.
 Attention to Detail – minimize risk of errors.

 Learn existing systems and processes.
 Review existing processes/procedures and optimize/simplify existing processes (where possible). s
 Coach and lead the team while assisting with onboarding new hires.
 Build relationships with internal teams/managers/ stakeholders
3-12 MONTHS
 Achieve the GS team’s Scorecard targets.
 Meet the allocated personal SLAs (non-client or development).
12 MONTHS+
 TBC (succession planning / team re-structuring