Global VP of Client Support Leadership

1 month ago

London, Greater London, United Kingdom Kyriba Full time
About the Role:

At Kyriba, we're seeking a seasoned executive to lead our Global Client Support team as the Global VP of Client Support. This role requires a dynamic leader who can drive exceptional client experiences and outcomes, scale delivery teams, and build mature support capabilities.

Key Responsibilities:
  • Develop and execute a strategic plan for the Global Client Support team, including project planning, team development, and management.
  • Mentor and lead team members to build core competencies 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 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.
Why Kyriba:

Kyriba is committed to delivering exceptional client experiences and outcomes. As the Global VP of Client Support, you'll have the opportunity to shape and lead a world-class support organization that makes a significant impact on our clients and the company's success.

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