Client Services, Regional Lead

1 day 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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