Senior Director Critical In-life Excellence

**Purpose & Strategic Goals & Deliverables**:

- D evelop, e stablish, and govern best practices & standards for (de)escalation management and customer excellence mission control across Finastra.
- Provide cross-Finastra frameworks to identify and r esolve critical customer situations together with customers, themes/products & partners, that have a significant impact on customers and the Finastra’s business.
- Drive complex cross
- theme/product de-escalations
- Drive contin u ous improvement & lessons learnt from critical situations across Finastra to ensure future customer and internal success

**Accountabilities**:

- The Senior Director will be responsible for developing strategy, best practices, process and tooling requirements of Critical in-life Excellence at Finastra
- Work with theme/product leaders, customer & partner C-levels on risk mit i gation and de-escalations
- Develop, establish and govern standards, best practices governance and controls to avoid, identify and manage critical customer situations,
- Develop, establish and govern in close collaboration with I nternal C ommunications and Legal e xternal and internal C-Level communication in complex customer escalations
- Once established, the Senior Director will be responsible for owning and driving the execution of standards & best practices across organizational units with the aim to drive retention, enable upsell&cross-sell and reduce operational cost of Finastra
- Drive continuous improvement and lessons learnt across Finastra to avoid critical customer escalations
- Manage successfully customer De-Escalations using defined process including

1. Ensure appropriate Action-Plan creation & sign off required resources from ELT/Snr. Leadership

2. Professional communication to customer’s & internal Senior Management (C-Level)

3. Drive crisis management programme, reporting risk, progress and outcomes

**Skills & Persona Requirements**:

- 8-10 years Experience in (De-) Escalation Management and/ or crisis management - critical in a similar role with Global responsibility ideally within SaaS/PaaS.
- Product Knowledge : Financial Services / product experience - must have knowledge of product development & testing, must understand financial market drivers and be comfortable working with technical experts to drive resolution.
- Capable to manage on C-Level political situations and communications (Finastra, customer, Third Parties) - must demonstrate business and commercial acumen and build trust with teams to continue to deliver sustainable resolutions
- Advanced Project Management experience in international projects - stakeholder management, reporting, risk management and use of programme delivery tooling
- Leadership and multicultural skills and experiences to empower, connect and incentivize cross functional teams
- Good soft skills to appraise critical customer situations - must place customer at the heart of every decision and work to achieve customer success as well as Business success
- Advanced communication skills and tooling experience - professional communication capabilities in engaging Executive Management external and internal

Strong leadership skills with a strong background in mentoring/coaching roles in functional leadership and building teams.

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.

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