About the RoleIn line with Division objectives and approved budgets, under guidance and coaching of a manager, to plan, follow-up, monitor and control all the activities of a delivery department, specialist function or project to deliver (directly or indirectly) SWIFT services and solutions to customers as per or above targets.Role PurposeIn line with the company strategy/Operating Plan and within approved budgets, to handle all the activities of one complex or several delivery department(s), specialist function(s) or project(s) to deliver (directly or indirectly) Swift services and solutions to customers as per or above targets. Lead support teams operating 24/7 rendering service to global customers including alert management.EducationUniversity degree or equivalent experience in IT/Engineering of equivalent.ExperienceDemonstrated ability in a technical services/operations environment within financial, telecoms and/or BPO industry, of which minimum 3 years of team management experience.DomainsCustomer Engineering / Operations / ServicesKey ResponsibilitiesDevelop a team of support engineers, providing guidance, support and mentorship to ensure optimal performance.Under guidance of senior management, implement and maintain HR policies/procedures. Hire, reward, coach, motivate and develop team members of the department to have qualified, competent and motivated employees.Build, maintain and develop cross-departmental and cross-divisional relationships. Ensure the quality of services by monitoring the level of services provided, analysing trends, correcting deficiencies/deviationsAct as the management point of contact for any large problem or disaster and to initiate(preventive) actions in response to incidents. Provide technical leadership to staff.Be a great partner and communication with large accounts/suppliers and collaborators in order to resolve and prevent complex problems.Ensure readiness of staff, processes and tools to support new products and services.Implement service improvement programs and lead the introduction of change to maximise performance (time, cost, quality)Competency ProfileTakes Accountability for Delivering ResultsMakes and takes accountability for significant decisions and actions on operational/tactical issues; takes initiative to deliver results under conditions of pressure, adversity and uncertainty with full understanding of potential risks.Demonstrates Operational ExcellenceDefines, implements and manages to the highest standards of operational excellence required for service and product delivery; encourages and promotes a continuous improvement approach for business processes and policies to drive operational success in terms of the security, availability and reliability.Expands knowledge Translates creative ideas into plans or projects for the business; demonstrates a commitment to learn and develop self and others; takes accountability to ensure knowledge is retained and shared to advance organisation capability and gain business advantage.Business Understanding and Commercial SensePromotes and applies business/management principles to improve commercial performance through a deep understanding of Swift, the competition and the market; champions changes that strengthen competitiveness and the value proposition.Builds and reinforces customer relationships.Establishes, cultivates and develops relationships with critical customers or business partners; uses understanding of customer requirements and needs to drive the development of customer solutions; runs the potentially conflicting priorities of owners/customers while demonstrating and promoting the highest level of conduct and responsiveness in all relationships.Leads with a team focusForms and mobilises teams; contributes to team effectiveness through people management or professional leadership; respects diversity and encourages others to do so; provides motivational opportunities and recognises differences in team member contributions; serves as a role model by living Swift values.Communicates effectivelyCommunicates business strategies and approaches in challenging circumstances; adjusts communication style to optimise effectiveness in a multi-lingual environment; provides clarification of key corporate initiatives and messages; recognises and respects the points of view of others.For more info on the role, you may reach to the Recruiter for this role, Sobasri Sinaiah Apac Senior Talent Acquisition SpecialistHiring Manager for this role, Viknesh Venkathaialam, PMP, PSM What we offerWe put you in control of careerWe give you a competitive packageWe help you perform at your bestWe help you make a differenceWe give you the freedom to be yourselfWe give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.
