What to Expect?

• Lead and manage the Swift support team, ensuring timely and effective resolution of customer issues.
• Provide expert-level support for Swift-related queries, troubleshooting, and problem-solving.
• Develop and implement support strategies to enhance customer satisfaction and retention.
• Collaborate with internal stakeholders to identify and remediate recurring issues and improve service delivery. .
• Monitor support metrics and generate reports to track performance and identify areas for improvement.
• Conduct regular coaching and performance management sessions for the support team to keep them updated on the latest Swift developments and best practices.
• Act as the primary point of contact for escalated support cases, ensuring prompt and satisfactory resolution.
• Foster a customer-centric culture within the support team, promoting empathy and proactive problem-solving.
• Implement service improvement programs and lead the introduction of change to maximise performance (time, cost, quality).

What will make you successful?

• University degree or equivalent experience in IT/Engineering of equivalent.
• Demonstrate ability in a technical services/operations environment within financial, telecoms and/or BPO industry, of which minimum 8 years of team management experience.
• Exposures in Customer Engineering / Operations / Services.
• Proven track of accountability : make significant decisions and actions on operational/tactical issues; initiative to deliver results under pressure, adversity and uncertainty with full understanding of potential risks.
• Demonstrate Operational Excellence: define, implement and manage highest standards of operational excellence through service delivery.
• Penchant for innovation : translate creative ideas into plans and tangible outcomes; commitment to learn and develop self and others; drive and promote continuous improvement approach for business processes and policies.
• Commercially driven : promote and apply business/management principles to improve commercial performance by understanding Swift, the competition and the market; champion changes that strengthen value proposition.
• Customer relationship: establish, cultivate and develop relationships with critical stakeholders, understand customer requirements and develop solutions; manage conflicting priorities whilst demonstrating and promoting the highest level of conduct and responsiveness.
• Leadership: effectively form and mobilize teams to achieve common goals, drive team success through strong people management and professional leadership, respect and promote diversity, motivate and recognize unique contributions of each team member.
• Communicate effectively: articulate business strategies and approaches in challenging circumstances; adjust communication style to optimise effectiveness; provide clarification of key corporate initiatives and messages; recognise and respects the points of view of others.