J2946 - UK Support & Implementation Manager - UK (Flexible Location) - Asset Finance

Job title: J2946 - UK Support & Implementation Manager - UK (Flexible Location) - Asset Finance
Contract type: Permanent
Location: United Kingdom
Function: IT / Systems
Salary: £60,000 - £65,000+ plus excellent bonus and benefits
Reference: J2946
Contact email: careers@newleafsearch.com
Contact phone: +44 203 740 7222
Job Published: March 08, 2022
Remote WorkingYes

Job description

​J2946 - Our client is seeking a UK Support & Implementation Manager responsible for providing consultative, implementation and professional services to new and existing clients as well as supporting new and existing Products and Customers to ensure successful support of services revenue generation/growth, system performance and overall customer relationship management/satisfaction. Areas of responsibility will include Account Management, Issue Resolution, Network and Technical Support.

Salary: £60,000 - £65,000+ plus excellent bonus and benefits. Location: UK (Flexible Location).

KEY RESPONSIBILITIES:

  • Assist with initial system configuration, data mapping and conversion, user training, and any other services as contracted for in a Client “Statement of Work” (SoW).

  • Maintain regular communication with Client throughout the process through regular calls, meetings (on and off site) as well as project status reporting.

  • Provide Consulting Services to existing Clients.

  • Perform system and business process reviews or other consultative services as necessary to identify inefficient processes and makes sound recommendations for productivity and efficiency gains through the use of software solutions.

  • Provide effective project management.

  • Maintain a thorough working knowledge of all key products. Keep current on all new releases and product enhancements as well as keeping up to date with wider industry systems and market technology trends.

  • Oversee daily operational activities for the Support department ensuring tickets are answered and resolved in a timely manner and enough staff resources are scheduled per predicted volumes of tickets and projects.

  • Ensure Support is maintaining a solution orientation, focused on how effectively the software is solving the Client’s problem.

  • Develop performance metrics and standard operating procedures to measure customer satisfaction and monitor response time/staff performance.

  • Oversee maintenance of end user documentation to ensure that documentation is practice based and useful and is always released on a timely basis.

  • Responsible for maintaining Client relations, serving as a point of escalation for existing Clients.

  • Provide direct help desk support. Handle escalations and requests for status from other departments and external Clients. Mentor staff on case handling, Client service and soft skills.

  • Oversee issue and release management processes to ensure timely and accurate resolution of high priority Client issues and improve Client satisfaction.

  • Prioritize, organize and manage any training and mentoring of any technical and application support staff to stay abreast of software changes and to continually improve industry and product knowledge as well as Client support and help desk best practices.

PERSON SPECIFICATION:

  • Knowledge of the Leasing/Equipment Finance and Loan industry from origination through portfolio management and customer service preferred.

  • Proficient knowledge of accounting principles and overall banking and financial business knowledge.

  • Proficient knowledge of all Microsoft Office products and an aptitude for learning new and emerging technologies. Ideally some SQL ability and knowledge.

  • 5 years of experience as an Implementation Specialist 1, or similar.

  • A minimum of 6 years of experience in a comparable role in whole or in part.

  • 7 years in Client Support, Accounting and/or Project Management experience implementing and supporting financial software products.

We strongly favour applicants with proven, relevant experience in Financial Services; particularly in Asset Finance and Leasing.

Applicants will only be considered with relevant in-country experience.

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Consultant

Katherine Amin

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