Position Purpose:
The RISK ORM AVP Application Support is responsible for guiding and managing a team of support specialists to ensure the delivery of high-quality, timely, and efficient service to our clients. The primary goal is to maintain high levels of client satisfaction while optimizing team performance through coaching, process improvement, and effective escalation management.
Scope: All of Group’s entities that consume services of the RISK ORM ICT GROUP Risk.
Responsibilities:
Team Leadership & Management
- Performance Management: Lead, motivate, and mentor the support team. Conduct regular 1-on-1s and annual performance reviews.
- Resource Planning: Manage team schedules, workload distribution, and capacity planning to ensure adequate coverage.
- Training & Development: Identify skill gaps and implement training programs to improve the team's technical proficiency and soft skills.
- KPI Tracking: Monitor and report on key performance indicators (KPIs) such as First Response Time (FRT), Mean Time to Resolution (MTTR), and Customer Satisfaction Scores (CSAT).
Operational Excellence
- Escalation Management: Act as the primary point of escalation for complex technical issues or dissatisfied clients, ensuring swift resolution.
- Process Optimization: Review existing support workflows and implement improvements to increase efficiency and reduce friction.
- Quality Assurance: Perform regular audits of support tickets to ensure compliance with company standards and quality benchmarks.
- Cross-Functional Collaboration: Work closely with the Project and IT teams
Client Experience
- Service Delivery: Ensure the team adheres to Service Level Agreements (SLAs) and maintains a professional, empathetic tone.
Skills and Experience Required:
• Successful candidate will have exposure to operating in application support environment in global organizations, with robust knowledge of customer service, support, technology, risks, architecture and related tools.
• Prior knowledge to RISK management applications, exposure to the Financial Services industry is a must. Experience with application and systems support is preferred.
Specific requirements:
• Bachelor’s degree in communications, Business, or a related field preferred; or equivalent practical experience in a customer-facing role.
• 8+ years of Experience in a customer-facing technical support or helpdesk role with 4+ years of management experience
• Team player – focus on the success of the whole team. Working well both with others, as well as individually.
• Excellent stakeholder management skills.
• Good listening and analytical skills – being able to come to a thoughtful and business focused conclusion quickly.
• Ability to see the customer perspective, i.e. from a business point of view, the most secure solution is not always workable or realistic considering costs and benefits.
• Demonstrating a calm professional approach, with a good understanding of delivery within time constraints and the need to escalate/inform departmental management as appropriate.
- Adapting personal approach to suit situations, individuals, groups and cultures.
• Taking accountability for their actions and be open and honest when things have gone wrong and celebrating successes when things have gone well.
• Being rigorous and thorough – especially when logging and tracking issues through to conclusion.
• Ability to manage their workload as to meet the realistic targets and priorities set in conjunction with management.
• Demonstrating a high-level of commitment and self-motivation, combined with enthusiasm and a genuine interest in the role of Risk Assessment in business.
• Ability to express views clearly and fluently, both orally and in writing. Considers the audience, avoiding technical jargon wherever necessary and appropriate.
Competencies
Technical Skills:
· Proficiency in Microsoft Office
· Knowledge in power BI is considered a plus
· Service Now
· JIRA
Behavioral Skills:
· Leadership: Proven ability to inspire a team and manage conflict effectively.
· Communication: Exceptional verbal and written communication skills in English
· Problem Solving: Strong analytical skills with a data-driven approach to solving operational challenges.
· Adaptability: Ability to thrive in a fast-paced environment and manage shifting priorities.
Conduct:
· Be a role model, supporting and fostering a culture of good conduct.
· Demonstrate proactivity, transparency and accountability for identifying and managing conduct risks.
· Consider the implications of your actions on colleagues, partners and clients before making decisions, and escalate issues to your manager when unsure.
Location: Preferred Chennai, India
