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Manager - Client Technical Support

IFS

IFS

IT, Customer Service
Colombo, Sri Lanka
Posted on Thursday, July 4, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

● Effectively coaches, motivates and leads the team through improvements, changes and challenges while exemplifying Benevity's values.

● Accountable for managing the performance with all individuals, provide the right level of guidance, recognition and challenge.

● Has the ability to interpret strategy, the function's OKRs/priorities and turns into effective operational plans. Prioritizes work with clear accountabilities to deliver good outcomes for their teams, the company and clients. Understands the operations of their function and is aware of how other functions within the company operate, when setting priorities or re-organizing work. Is the voice of our client (internal & external) and our environment.

● Collaborates cross functionally and engages with senior stakeholders to enable good outcomes. Takes initiative to navigate, resolves conflict and challenges functional and cross functionally and with clients.

● Role models and promote our values. Actively takes part and encourages the team to be part of the cultural and engagement activities.

● Builds strategies for leading the team, providing client service and managing the team's workload from a leader's perspective. For example, structure of the team, communication to the team, key processes improvements across the team and performance management of the team members

● Is an advocate for the Client to drive change across the business. Ie. Product enhancements, process improvements that enhance the experience.

● Ability to consolidate data from systems and build plans to address challenges and issues and communicate appropriately.

● Has a good understanding of the key clients and their associated level of support requirements and can lead the team to ensure a positive client experience.

● Has proficient use and understanding of products, tools and processes the team uses.

● Actively and effectively identifies support challenges, problem solves and makes decisions to address key support challenges, with the appropriate level of consultation for the issue. Rolls out solutions in a timely fashion.

● Confident in handling and taking over escalated client conversations and requests.

● Accountable for the hiring decisions through facilitating interview’s and identifying appropriate candidates for the Support Specialist role

● Actively collects client administrator feedback and interprets client data, in collaboration with Client Success, to drive initiatives that support the client admin and team experience, process efficiency, and support strategy

● Interacts directly with the client during escalated issues.

Qualifications

● Proven ability to lead a support team and performance manage individuals

● 2+ years of data analysis and reporting experience

● Proven ability to increase business value through data-driven process enhancements

● Bachelor’s degree or equivalent

● Highly organized, with a strong bias to action and a keen focus on results

● Demonstrated social and emotional intelligence

● Excellent oral and written communication skills

● Ability to translate technical information into everyday terms

● Advanced skill in Excel

● Collaborative approach to problem solving

● Self-motivated and can work comfortably with little direction