Manager, Product Application & Customer Support

The world’s top banks use Zafin’s integrated platform to drive transformative customer value. Powered by an innovative AI-powered architecture, Zafin’s platform seamlessly unifies data from across the enterprise to accelerate product and pricing innovation, automate deal management and billing, and create personalized customer offerings that drive expansion and loyalty. 

Zafin empowers banks to drive sustainable growth, strengthen their market position, and define the future of banking centered around customer value. 

Who we are

The world’s top banks use Zafin’s integrated platform to drive transformative customer value. Powered by an innovative AI-powered architecture, Zafin’s platform seamlessly unifies data from across the enterprise to accelerate product and pricing innovation, automate deal management and billing, and create personalized customer offerings that drive expansion and loyalty.

Zafin empowers banks to drive sustainable growth, strengthen their market position, and define the future of banking centered around customer value.

Zafin is privately owned and operates out of multiple global locations including North America, Europe, and Australia. Zafin is backed by significant financial partners committed to accelerating the company’s growth, fueling innovation and ensuring Zafin’s enduring value as a leading provider of cloud-based solutions to the financial services sector.

Zafin is proud to be recognized as a top employer. In Canada, UK and India, we are certified as a “Great Place to Work”. The Great Place to Work program recognizes employers who invest in and value their people and organizational culture. The company’s culture is driven by strategy and focused on execution. We make and keep our commitments.

What is the opportunity? 

Reporting to the Director, Cloud Support, Manager, Cloud Support will support and align efforts to meet customer needs. The candidate will work with the different internal team (cross functional and operational) to ensure seamless support to client needs

Location: Trivandrum

 

Major Responsibilities:

• Work with senior team members to plan, organize, coordinate, execute projects and Initiatives
• Manage meetings, document interactions with actions and next steps
• Diligence in follow-up and follow-through
• Create, update, present project plans
• Organize work to achieve positive outcomes
• Encourage use of agile work management processes
• Facilitate weekly, bi-weekly sprints for the team(s) assigned
• Help team members prioritize workload.
• Maintain a healthy team by empowering, motivating, and building trust
• Set goals for team members
• Present weekly progress reports
• Have good control on the work management process to adapt and course correct with agility
• Identify improvement areas, plan, and execute improvement items
• Summarize problems at hand for senior stakeholder consumption
• Prepare and participate in status meetings, governance meetings
• Setup, coordinate and manage triage sessions with customers and partners
• Work with the different internal team (cross functional and operational) to ensure seamless support to client needs
• Must be able to technically guide the team
• Communicate proactively with customers and internal team members to deliver business value as a part of daily work management
• Coach, guide, mentor other members of the team/organization
• Support team in developing process knowledge base
• Setup knowledge base for the team to refer and enrich It continuously
• Lead from the front

Key Performance Indicators (KPIs):

• Clarity in thoughts and action: Written and Verbal
• Demonstrate ability to walkthrough the product/project functionality to an internal/external audience
• Demonstrate process adherence for all change management activities
• Demonstrate proactivity
• Demonstrate follow-ups and follow-throughs
• Client facing presentation ability
• Independently manage client expectations
• Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client
• Deliberate RCA discussions with client
• Internal stakeholder management and updates
• Closely work with Product team to align on production issues, and push for product release for timely delivery to client.
• Systematic team management and proper guidance/direction to the team.

Working Conditions:

• Ability to work in remote and/or office setting 
• Fast paced environment with tight deadlines 
• Support offshore hours / multiple time zones 
• Flexibility with working hours based on team and client needs 

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training:

• Degree in computer science, engineering, business administration or equivalent experience
• Industry accepted certifications in management space
• Must be familiar with our product or a product used by financial institutions in a similar space

Experience:

• Multiple years of experience working with customers and partners
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable
• Experience in leading techno functional discussions with client. Knowledge of cloud concepts

Technical:

• Agile, Scrum experience
• Experience with process methodologies used in software industry
• Good understanding of java based technical implementations, deployments and troubleshooting
• Strong in database concepts
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools
• Must be able to use and work with user interface-based applications

Communication:

• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organization

Customer facing skills: Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through

Interpersonal Skills: Strong interpersonal skills and can foster team collaboration.

 

What's in it for you?

If you work with us, we expect you’ll show the spirit, drive, and intellect that makes you great. We offer a challenging, team-oriented work environment, competitive remuneration and benefits, and excellent opportunities for professional and personal growth. If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at Zafin.

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Zafin is committed to protecting both the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods in which Zafin collects, uses, stores, handles, retains or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy/.

What’s in it for you

Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. 

Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.