Company Description
Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, capital markets and treasury.
Our solutions enable customers to deploy mission critical technology on premises or in the cloud. With our scale and geographical reach we drive valued solutions and opportunity for customers regardless of size or geography. Through our open, secure, and reliable solutions, we empower customers to accelerate growth, optimize cost, mitigate risk and continually evolve to meet their changing needs.
A Truly global organization with offices in 42 countries worldwide, with an employee base of approximately 10,000 employees. We work with 9,000 customers, including 48 of the top 50 banks globally. Through our software, we’re constantly stretching boundaries to do more for our customers. We are proud to be an organisation where our vision, values and cultural beliefs are not just shared, but are lived by our people globally and where recognition is part of each and every day
Job Description
Reporting to the GPP CA Group Manager, the Customer Advocate is responsible for executing against the client experience road map and for the ongoing management and retention of our client portfolios. This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.
Strategically focused and responsible for client satisfaction, the Customer Advocate is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations. This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.
Responsibilities & Deliverables:
Your deliverables as a Customer Advocate will include, but are not limited to, the following:
- Client Management: Develop and manage key operational relationships with Clients. Support Client Maintenance activities, Manage day-to-day client interactions while identifying and prioritizing key client service issues. Delivery of operating reviews MORQBRs).
- Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.
- P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment and proposal developing pipeline of opportunities that contribute to overall PS targets.
- Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.
- Service Delivery: Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).
- Risk Management: Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.
Qualifications
Required Experience:
- University or college degree and/or equivalent experience;
- 2-5 years of progressive experience in a client management relationship capacity
- Experience within the Financial industry working with high profile clients
- Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business
What We Do
At Finastra our purpose is to unlock the power of finance for everyone & redefine finance for good. We’re the orchestrator of open finance; building and delivering innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. We’re one of the world’s largest FinTechs, working with over 9,000 customers including 90 of the top 100 banks globally.
We’re creating a pioneering open platform that’s disrupting the financial industry, changing how financial software is developed and used. We believe in collaboration for innovation, to unlock the potential of people, businesses and communities. We have an unmatched portfolio of financial software and deliver mission critical solutions for financial institutions of all sizes, on premises or in the cloud. Our open architecture and platform approach embrace a wide ecosystem of partners and co innovators. Together we're leading the way in which applications are written, deployed and consumed in the world of financial services.
Our people mission is to be the most loved and inclusive fintech company in the world; a mission we take seriously. DE&I factors into everything we do and every decision we make as a business. When you join Finastra, you open up a world of possibilities. With us, you can supercharge financial institutions, big tech and fintech while also building a more inclusive finance industry.
We believe our people thrive when given the opportunity to be their authentic selves and we trust our people to work how, when and where they want; this is OPENworking. Our 2+ policy provides the perfect mix of focused work at home, coupled with the meaningful connection that comes from in person collaboration, coaching and community. We're rolling out a new programme where our people take as much leave as they need; we do not count vacation days and we trust our people to work in a way that suits them, when it suits them.
Come join the future of Fintech, and make your world. OPEN.
