Client Services, Regional Lead

6 days ago

Singapore FD Technologies Full time

**Job Title: KX Regional Support Lead - Asia**

**Reports to: Head of Client Services (“HCS”)**

**Location: Singapore (Open to other locations in the same time zone)**

**Direct Reports: Regional Support Team (~5-6 members)
**Primary Responsibilities:
- Lead and manage software support services by the regional team as part of the global "follow the sun" support practice.
- Ensure consistent, on-time support delivery that aligns with agreed service levels and results in high client satisfaction.
- Ensure regional support services adhere to KX support policies, processes, and best practices, while making recommendations for improvement where appropriate.
- Manage backlog of outstanding tickets (incidents, requests, problems) within operational tolerance, escalating to level 3 when necessary.
- Collaborate with Head of Client Services to prioritize team tasks and streamline support processes within the region and globally.
- Handle complex problem solving, coordinate with IT and R&D resources for root-cause analysis, severity, and impact identification, and propose resolutions to prevent recurrence.
- Engage with KX product management and R&D for incident and problem resolution, and seek improvements to the software.

**Secondary Responsibilities:
- Collaborate with other support regions (EMEA & Americas).
- Ensure regional support services operate on an 8/7/365 schedule through effective resource management.
- Set team and individual goals, and conduct performance appraisals.
- Manage risks associated with regional support activity.
- Promote a learning culture within the support team to enhance career development and skill competency.
- Encourage the adoption of company values and facilitate communication and support for group information within the team.

**Required Knowledge, Skills, and Abilities:
- Proven experience in delivering exceptional, customer-focused, and service-driven support.
- Ability to effectively analyze and resolve complex system problems.
- Ability to successfully coordinate team member's priorities and tasks.
- Ability to share ideas, best practices, and other information within the global team.
- Strong understanding of ITIL processes.
- High level of attention to detail and a "completer/finisher" mentality.

By understanding and executing the above responsibilities and requirements, the KX Regional Support Lead - Asia will ensure excellent support service delivery to clients while fostering a positive and productive work environment for their team.

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