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Team Lead - Support services
Contemi Solutions AS
- Frist Snarest
- Ansettelsesform Fast
Team Leader – Client Support Services for Cloud Insurance Software
As Team Lead of Client Support Services for Seamless, you will play a pivotal role which involves international client support and team management. If you have a passion for customer support and success, leadership experience and an understanding of insurance, we invite you to lead our client support team.
Key Responsibilities:
- Strategy and Partnerships:
- Execute a comprehensive support strategy aligned with the company’s goals and customer satisfaction objectives.
- Collaborate with cross-functional teams to ensure customer success.
- Be aware of the product roadmap and when new features are delivered.
- Onboarding of new clients.
- Customer Engagement:
- Develop and execute a customer support strategy to plan customer support, training needs and product updates.
- Act as point of escalation for critical support issues.
- Triage incoming tickets and to allocate them appropriately
- Team Management:
- Manage an international support team based across multiple time zones, day-to-day operations and providing guidance on complex support cases.
- To train others to do likewise, and/or look to implement modern practices (e.g. AI) to be able to scale this necessary function.
- As and when needed, help to scale the team – recruit, train, and mentor support specialists.
- Process Optimization:
- Continuously assess and enhance support processes to improve efficiency and customer experience.
- Implement industry best practices and leverage innovative technologies to streamline support operations.
- Performance Metrics:
- Define and track key performance indicators (KPIs) to measure the effectiveness of support services.
- Analyze data to identify trends, areas for improvement, and opportunities for proactive support measures.
- Deliver against agreed targets for successful client support
Qualifications:
- Essential
- Bachelor’s degree in business, computer science, or a related field.
- Proven experience in a leadership role overseeing support services, preferably in the insurance industry. Minimum 5 years of relevant experience
- Strong strategic thinking and problem-solving skills.
- Excellent communication and interpersonal skills.
- Self-motivated and able to work remotely.
- Good to have.
- Experience in working with global clients and support team across time zones.
- Basic understanding of AWS, JIRA and Confluence
- Familiarity with Agile methodologies and experience collaborating with development teams.
Om arbeidsgiveren
Contemi Solutions is a trusted technology partner to the global financial industry, providing software and digital solutions for insurance, investment, asset & wealth management, banking and capital markets.
Contemi’s modern end-to-end technology solutions help them cost effectively streamline operations, improve agility and harness the power of innovation in the evolving world of cloud and digital platforms. Our expertise covers the complete lifecycle of wealth management, property and casualty insurance, captive insurance and post trade management. Our cutting-edge digital solutions for customer management, benefit & loyalty programs, and mobile apps are being used in various industry sectors.
Contemi, have been at the forefront of digitization in the insurance, wealth management, private banking and wider financial services industry for more than 25 years. Throughout this period, we have looked upon our customers as partners, and asked them to help define the direction of our shared journey. And together we have successfully navigated many challenges.
We have developed innovative solutions on the frontier where industry experience meets cutting edge technology, in a world of constant change and evolution. We have a record of ensuring our partners have the tools necessary to run their businesses, remaining compliant during a time of significant regulatory change, whist facilitating significant improvements in efficiency, supporting their growth and allowing them to ‘do more with less’.
- Nettverk: LinkedIn
- Sektor: Privat
- Sted: Kongensgate 6, 0153 Oslo
- Hjemmekontor: Delvis hjemmekontor
- Bransje: Internettbaserte tjenester, IT, IT - programvare
- Stillingsfunksjon: Kundeservice, Prosjektledelse
- Arbeidsspråk: Norsk, Engelsk
- FINN-kode 355863426
- Sist endret
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