Join the Team Making Possibilities Happen
If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.
As a Senior Global Help 24 Manager in Singapore, you will join a diverse, passionate team, dedicated to making possibilities happen in the payments industry!
This purpose of this ROLE is:
The Senior Global Help24 Manager is responsible for overseeing technical support for company customers using ACI products and/or services. This role involves managing and coordinating with third parties or contractors who are troubleshooting, diagnosing, resolving complex software systems/application issues and responding to customer product queries to ensure timely and effective resolution, enhanced customer satisfaction, and maintenance of high service standards. This role establishes and maintains lines of communication between customers, account teams, ACI's engineering, client delivery and product teams and where applicable, contract support teams and third parties.
A typical day at ACI for a Senior Global Help 24 Manager is:
- Responsible for customer support experience, SLA adherence and customer satisfaction across multiple ACI products within one or more major geographical regions, ensuring consistent delivery of high-quality support.
- Proactively identify and address downward trends in customer satisfaction or SLA performance, initiating corrective actions and cross-functional engagement as needed.
- Manage support performance targets of any subcontractors, ensuring contractual compliance, accountability and providing strategic guidance on continuous improvement.
- Independently lead resolution of complex escalated customer issues that require senior-level intervention, including direct engagement with customer executives and further escalation when warranted.
- Design and execute comprehensive resolution plans for dissatisfied customers, with clear milestones and success metrics. Engage directly with senior customer management to align on outcomes. Monitor progress and adjust strategies to ensure sustained improvement.
- Cultivate and maintain trusted relationships with key customers, acting as a strategic advisor to reinforce long-term satisfaction and partnership
- Lead or actively participate in strategic customer meetings to provide senior-level support and guidance to ensure alignment on service delivery, issue resolution and customer satisfaction.
- Proactively identify and drive improvements to support processes based on analysis of support performance metrics and customer feedback.
- Identify, recommend and lead product and customer process improvements based on case analysis and issue resolution trends.
- Lead and support change management efforts to evolve support capabilities, enhance customer journeys, and scale best practices globally.
- Perform other duties as assigned
- Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.
Knowledge, Skills and Experience needed to succeed in this role:
- Bachelor's Degree in Computer Science or relevant studies
- Minimum 10 years of relevant customer-facing role / experience in the financial and/or software industry preferably in payments industry
- Excellent communication skills, written and verbal in the English language
- Proven leadership and team management experience
- Demonstrated advanced analytical and problem-solving abilities
Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.
Are you ready to help us transform the world of electronic payments To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com
ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.
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