CX & Support Manager

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🕒 June 5

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Topaz

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1987

💳 Fintech

☁️ SaaS

🏢 Enterprise

Fintech • SaaS • Enterprise

Topaz is a technology company specializing in digital financial solutions and the developer of a full-banking, cloud-native platform. Part of the Stefanini Group, it offers modular core banking, payments, fraud and AML prevention, omnichannel customer experiences, open banking and investment/treasury tools, serving banks, microfinance institutions, cooperatives, fintechs and other enterprises across 25 countries. Topaz emphasizes scalability, security and configurability, with a SaaS-style ecosystem used by 300+ clients and hundreds of millions of end customers.

📋 Description

• Manages the Customer Experience program for the company based on industry best practices and international methodologies (ITIL®). • Operations Management: Participates in the design and definition of the scope of operational processes that ensure service continuity. • Business Continuity: Manage follow-up actions, ensuring that the service is aligned with the company's strategic direction. • Processes and Best Practices: Ensure incidents are managed and resolved as they occur, whether reported by customers or created internally, within agreed service levels. • Ensure that IT infrastructure and practices comply with company and industry standards and regulations. • Foster innovation and develop strategies and plans for continuous evolution and improvement of processes and technologies. • Service Level Agreement (SLA): Ensure service requests are managed in accordance with contractual terms, conditions, and scope. • Definition of Key Process Indicators (KPIs): Manage and develop key business indicators, contributing to decision-making at the operational and executive levels. • Responsible for Service Quality: Monitor team performance, identifying potential areas where efficiency, knowledge, and productivity can be improved. • People Management: Lead the technical and functional teams under your responsibility. Ensure motivation, provide coaching and mentoring, contribute to career development, and assess overall development. • Assign and monitor team responsibilities, taking into account each person's capabilities and potential. • Responsible for outcomes for the client and the company, managing resources, people, operational and project costs, taking into account the organization's financial situation. • Work on continuous improvement of processes, methodologies, technologies, and tools used. • Monitor the area's expenditures and costs, taking timely actions in response to budget deviations. • Create opportunities for knowledge exchange and best practices within the team. • Propose growth opportunities for team members, considering their potential and suitability for other roles in line with corporate objectives and strategy. • Facilitate change processes, communicating benefits to the team and working with people to define actions to mitigate and overcome obstacles.

🎯 Requirements

• Bachelor's degree in Systems and Computer Engineering, Computer Science, or a related field, with additional training relevant to the role. • Postgraduate degree or MBA preferred. • More than 9 years of experience in the role. • Team management experience. • Experience leading IT support projects and teams. • Experience meeting SLAs and support metrics. • Experience managing system support teams for Linux and Windows environments.

🏖️ Benefits

• 🌱 Integral Well-being: Your well-being matters. We take care of you and your loved ones with comprehensive health plans, because a healthy team is a team that transforms. • 🚀 Development and Growth: Your career doesn't stop. At Topaz, #Evolution is constant. Through training programs and daily challenges, we give you the tools to unlock your full potential. • ⚖️ Flexibility and Work–Life Balance: We believe in balance. Enjoy the flexibility you need to perform at your best with our hybrid working model and a day off on your birthday to celebrate as you deserve.