Introduction SymphonyAI Sensa-NetReveal is a global leader in financial crime solutions. We are a cutting-edge Enterprise SaaS AI organization dedicated to revolutionizing the way businesses operate by leveraging artificial intelligence to drive financial crime capability. As we continue to grow, we are seeking a highly experienced and dynamic Client Operations Manager to support our leadership team. Job Description Senior Manager – Customer Operations The Senior Manager of Customer Operations the seamless operation of our cloud services and support to both our on-premise and SAAS customers. The position requires strong technical experience in cloud operations, service delivery management, customer support and incident management, as well as proven leadership skills to drive teams towards excellence. Cloud Services Operations Management: · Oversee and lead the Cloud Operations Team based in Kuala Lumper to monitor and ensure all client services are operating as expected. · Partner with Global Operations Managers and other teams to provide smooth transitions across global client operations teams ensuring 24*7*365 services run to required KPIs. · Oversee Incident Management and resolution including timely communication to internal and external stakeholders. · Monitor and analyse cloud service performance metrics, identify areas for improvement and implement solutions to enhance performance and reliability. · Design, build and contribute to Cloud Operations playbooks, driving standardization and best practice. Service Delivery and Customer Support Management: · Lead by example with a customer-centric approach to service delivery and support · Primary responsibility for the provision of customer support and service delivery to on-premises and hosted clients in the assigned region. · Oversee and lead team of Service Delivery Managers and Customer Support Analysts to monitor and ensure all client services are operating as expected. · Partner with Regional Support Managers in all regions to provide a high quality, consistent support service 24*7*365 · Performance Monitoring and Management of services against contracted Service Level Agreement metrics or KPIs. · Manage issues through to resolution and closure ensuring response and resolution times are within contractual SLAs. Qualifications & Experience: · Minimum of 5 years of management experience preferably in fin tech or SAAS industry. · Experience in Cloud Operations Management and SAAS service delivery. · Strong technical expertise in cloud computing principals with proficiency in cloud platforms such as Azure, AWS or GCP. · Experience in managing client facing service delivery and/or customer support teams. · Proven experience in leading cross-functional teams in a fast-paced environment. · Excellent communication skills with the ability to collaborate effectively with global internal teams, stakeholders and clients. · Client-focussed with a passion for continuously improving the client experience. · ITIL level 3 or above is desirable. About Us Why Join Us? · Opportunity to be at the forefront of financial crime prevention technology. · A dynamic and supportive work environment that fosters innovation and collaboration. · Competitive salary and benefits package, including health and dental insurance, in-office social events, global EAP, flexible working arrangement and more. · Professional development opportunities to advance your career in a rapidly growing industry. SymphonyAI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.Senior Manager – Customer Operations The Senior Manager of Customer Operations the seamless operation of our cloud services and support to both our on-premise and SAAS customers. The position requires strong technical experience in cloud operations, service delivery management, customer support and incident management, as well as proven leadership skills to drive teams towards excellence. Cloud Services Operations Management: · Oversee and lead the Cloud Operations Team based in Kuala Lumper to monitor and ensure all client services are operating as expected. · Partner with Global Operations Managers and other teams to provide smooth transitions across global client operations teams ensuring 24*7*365 services run to required KPIs. · Oversee Incident Management and resolution including timely communication to internal and external stakeholders. · Monitor and analyse cloud service performance metrics, identify areas for improvement and implement solutions to enhance performance and reliability. · Design, build and contribute to Cloud Operations playbooks, driving standardization and best practice. Service Delivery and Customer Support Management: · Lead by example with a customer-centric approach to service delivery and support · Primary responsibility for the provision of customer support and service delivery to on-premises and hosted clients in the assigned region. · Oversee and lead team of Service Delivery Managers and Customer Support Analysts to monitor and ensure all client services are operating as expected. · Partner with Regional Support Managers in all regions to provide a high quality, consistent support service 24*7*365 · Performance Monitoring and Management of services against contracted Service Level Agreement metrics or KPIs. · Manage issues through to resolution and closure ensuring response and resolution times are within contractual SLAs. Qualifications & Experience: · Minimum of 5 years of management experience preferably in fin tech or SAAS industry. · Experience in Cloud Operations Management and SAAS service delivery. · Strong technical expertise in cloud computing principals with proficiency in cloud platforms such as Azure, AWS or GCP. · Experience in managing client facing service delivery and/or customer support teams. · Proven experience in leading cross-functional teams in a fast-paced environment. · Excellent communication skills with the ability to collaborate effectively with global internal teams, stakeholders and clients. · Client-focussed with a passion for continuously improving the client experience. · ITIL level 3 or above is desirable.Why Join Us? · Opportunity to be at the forefront of financial crime prevention technology. · A dynamic and supportive work environment that fosters innovation and collaboration. · Competitive salary and benefits package, including health and dental insurance, in-office social events, global EAP, flexible working arrangement and more. · Professional development opportunities to advance your career in a rapidly growing industry. SymphonyAI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
