Global VP of Client Support and Delivery

2 weeks ago

London, Greater London, United Kingdom Kyriba Full time

About the Role:

Kyriba is seeking a seasoned and visionary leader to serve as the Global Vice President of Client Support and Delivery. This executive will be responsible for planning, building, recruiting, and managing our Client Support team, which includes the Support Account Management (SAM) team.

Key Responsibilities:

  • Develop and execute a strategic plan for the Global Client Support team, including a detailed project plan with clear milestones and delivery timelines.
  • Mentor and lead team members to build core competencies around system functionalities, core capabilities, and Subject Matter Expertise (SME) status.
  • Foster a culture of high performance within the Client Support team and provide robust leadership for complex project planning.
  • Create and utilize management scorecards to help front-line managers assess queue priorities, support consultant performance, and identify case risks and issues.

Operating Model:

  • Design and manage an optimal staffing model for premium, platinum, and regular support services, ensuring geographical alignment, exceptional delivery, and cost control.
  • Optimize the existing on-shore versus near-shore operating model and implement new initiatives to balance quality delivery with cost efficiency.
  • Introduce industry best practices to enhance process effectiveness, efficiency, and quality.
  • Develop a quality framework to measure how support team members deliver positive client interactions and touchpoints.
  • Collaborate with the VP of Professional Services to address skill gaps, manage backlogs, and cultivate a 'services mindset' in all client interactions.
  • Scale and enhance the Support Operations function and hire strategically to strengthen the team.

Analytics and Process Improvement:

  • Implement and mature a suite of Support KPIs and objectives that cascade down to teams, individual leaders, and support consultants.
  • Partner with Finance to refine Support financial reporting metrics and develop comprehensive monthly/quarterly reporting packages for Support leaders and executives.
  • Lead and participate in cross-functional process improvement projects to enhance team coordination and business outcomes for clients.
  • Improve incident management and escalation practices across Support and other teams.
  • Enhance case management processes and support tool usage, including ServiceNow.
  • Introduce and execute programs and corrective actions to improve Transactional Client Satisfaction (CSAT) and Net Promoter (NPS) scores.

Collaboration and Partnership:

  • Act as a senior member of the Support leadership team for sales pursuits and client escalations; develop support offerings and collaborate with Sales, Marketing, and Pricing teams.
  • Represent support services to regional Managing Directors and Senior Executives within Kyriba.
  • Work closely with the Chief Technology Officer (CTO) to resolve support/product management issues promptly.
  • Partner with Corporate Systems leadership to prioritize and administer ServiceNow needs and functionality.

Qualifications:

  • Proven experience in leading and scaling a global support organization, including building near-shore and off-shore teams.
  • Demonstrated expertise in supporting a SaaS delivery model.
  • Technical knowledge of security protocols related to SOC accreditation, production, test, and sandbox systems, file management structures, and technologies.
  • Experience with bank and/or financial institution technologies.
  • Over 10 years of experience in managing software applications through large-scale growth and change, including development/engineering/support groups.
  • Excellent communication skills, both verbal and written, with the ability to present plans and strategies to senior executive management in a clear and concise manner.
  • Degree in IT, Business, or Accounting preferred.

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