Role Competencies

• Strong understanding of Wholesale Banking Environment
• Excellent understanding of the implementation, development, customisation and support requirements of Misys' solutions
• Build and maintain relationship with senior bankers and relates relevant organisations in order to develop and grow the business
• Help create/build and then sell support services to the client base
• Strong commitment to client satisfaction. Work with Account Managers to bring about and maintain customer satisfaction to a level that the customer will act as a sales reference site without limitation. This entails:
  • Establishing a standard or ad hoc Service Level Agreement (SLA) for each customer that achieves satisfaction
  • Measuring achievement against the SLA
  • Identifying and implementing ways to correct under-achievement, escalating problems to regional Support, Service, Development or Sales Managers
  • Preparing Support status reports and review with the customer on a regular basis
  • Visiting customer sites to continually keep abreast of the client's usage of the products in order to build customer trust and identify opportunities for satisfaction improvement and product or service sales
  • Identifying weaknesses in and opportunities to improve the Misys Support operion. Identify value-added support offerings to sell
  • Helping prepare and analyse customer satisfaction surveys and user groups
  • Responsible for Issue Management. Effectively escalate issues to the appropriate levels with the Client's or the Misys organisation when necessary
• Monitor customer maintenance contract terms and conditions and Recurring License Fee (RLF) schedules. Work with Finance and the Account Manager in RLF to increase transactions, billing and collections. Monitor and work on solutions to remove barriers to billing RLF as scheduled.
• Able and willing to travel
• Depending on region: verbal/written proficiency in specific languages may be required.

Experience

• Minimum 5 years experience in developing, supporting or using banking software with at least 2 years relevant working experience in a bank or financial institution and a demonstrated competence in the assigned products.

Skills

• Functional and technical knowledge of assigned Misys products, and of Misys design, development and support methodologies
• Excellent communication, presentation and interpersonal skills to establish credibility with senior staff, both externally and internally
• Ability to sell and negotiate (services)
• Good understanding of the customers use of the product
• Accomplished user of Microsoft Excel, Word, Explorer and Outlook, and the WBS Support, Software Defect Fixing, and Timekeeping systems
• Good business writing, speaking and interpersonal skills
• Ability to deal with criticism and work under pressure
• Detail, able to multi-task, organised
• Understand boundaries of the vendor - customer relationship
• Familiarity with the commercial operations and the terms and conditions of support
• Good understanding of financial reporting and invoicing processes
• Self motivated, ambitious, independent, organised
• Commercially astute