📍 Job Overview

• Job Title: Director of Customer Support
• Company: Finastra
• Location: Manila, Philippines
• Job Type: Full-Time (Hybrid)
• Category: Customer Support & Services
• Date Posted: 2025-06-26
• Experience Level: 5-10 years

🚀 Role Summary

• Strategic customer relationship management for key clients
• Operational delivery of services and client satisfaction
• Accountability for client service issues and resolution
• Collaboration with business partners in a matrix environment
• Growth opportunities through client service enhancements and cost savings

📝 Enhancement Note: This role requires a balance of strategic thinking, operational execution, and strong collaboration skills to excel in a matrix environment and drive client satisfaction.

💻 Primary Responsibilities

• Client Management: Develop and maintain key operational relationships with clients, supporting client onboarding, managing day-to-day interactions, and identifying/prioritizing key service issues.
• Account Management: Coordinate contract management activities, new business/service requests, pricing changes, and client roadmaps for established opportunities.
• P&L Management: Achieve professional service targets through opportunity identification, qualification, assessment, and proposal development.
• Rationalization: Support delivery of strategy for assigned managed service programs to identify and eliminate high-risk legacy solutions.
• Service Delivery: Manage client interaction model, liaising between clients and peer groups (Product Mgmt., Technology, Shared Services, and Operations) to facilitate a best-in-class client experience.
• Risk Management: Identify risks through client journey mapping and service gap analysis, providing input for the line of business risk register as appropriate.
• Technical Investigation: Understand reported issues, perform root cause analysis, and provide solutions or detailed analysis to stakeholder teams.
• Client Communication: Update clients on issue resolution progress, participate in client meetings, and validate defects thoroughly.

📝 Enhancement Note: This role requires a strong technical understanding, excellent communication skills, and the ability to work independently and in a team to manage complex client issues and deliver exceptional service.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Mathematics, Business IT, or a related major.

Experience: Proven experience in customer support, account management, or a related role, with a focus on financial services or software products.

Required Skills:

• Expert knowledge of Fusion GPP and at least two payment clearings
• Basic expertise with Oracle and SQL databases, and ability to create complex queries
• Working knowledge of Unix or Linux commands, Windows Servers, and IBM MQ
• Excellent written and verbal communication skills in English
• Analytical abilities, attention to detail, stability, responsibility, and customer focus
• Ability to work independently and as part of a customer-facing team

Preferred Skills:

• Experience with customer relationship management (CRM) software
• Knowledge of Agile methodologies and project management tools
• Familiarity with financial services industry regulations and best practices

📝 Enhancement Note: Candidates with experience in customer support for financial services software products or a background in software development and testing will be at an advantage.

📊 Web Portfolio & Project Requirements (Not Applicable)

As this role focuses on customer support and account management, a web portfolio is not required. However, candidates should be prepared to discuss their experience, achievements, and problem-solving skills related to customer support and account management in a financial services or software product context.

💵 Compensation & Benefits

Salary Range: PHP 1,200,000 - PHP 1,800,000 per annum (Based on market research for Customer Support Manager roles in Manila, Philippines)

Benefits:

• Flexibility: Unlimited vacation, hybrid working arrangements, and inclusive policies
• Well-being: Confidential therapy, personalized coaching, and emotional support groups
• Medical, life, and disability insurance, retirement plan, lifestyle, and other benefits (varies by location)
• ESG: Paid time off for volunteering and donation matching
• DEI: Participation in multiple diversity, equity, and inclusion groups
• Career Development: Access to online learning and accredited courses through the Skills & Career Navigator tool
• Recognition: Global recognition program and regular employee surveys

📝 Enhancement Note: The salary range provided is based on market research for Customer Support Manager roles in Manila, Philippines. Benefits may vary by location.

🎯 Team & Company Context

Company Culture:

• Industry: Financial Services Software
• Company Size: Large (8,000+ employees)
• Founded: 1989 (as Misys), merged with D+H in 2017 to form Finastra

Team Structure:

• The Customer Support team is part of the broader Client Success organization, working closely with Product Management, Technology, Shared Services, and Operations teams.
• The team is responsible for managing client relationships, ensuring client satisfaction, and driving growth opportunities.

Development Methodology:

• Agile methodologies are used for project management and service delivery.
• The team follows a client-centric approach, focusing on understanding client needs and delivering tailored solutions.

Company Website: www.finastra.com

📝 Enhancement Note: Finastra's culture emphasizes flexibility, well-being, and diversity, equity, and inclusion, providing a supportive environment for employees to thrive.

📈 Career & Growth Analysis

Customer Support Career Level: This role is at the senior management level, responsible for managing a team of customer support professionals and driving strategic client relationships.

Reporting Structure: The Director of Customer Support reports directly to the Head of Client Success and works closely with other senior leaders across the organization.

Technical Impact: This role has a significant impact on client satisfaction, retention, and growth opportunities. The Director of Customer Support is responsible for identifying and addressing client service issues, collaborating with cross-functional teams, and driving continuous improvement in client service delivery.

Growth Opportunities:

• Client Success Management: Progression to more senior roles within the Client Success organization, focusing on strategic client relationships and account growth.
• Product Management: Transition to a product management role, focusing on client needs and product development.
• General Management: Progression to general management roles within Finastra, overseeing multiple teams and driving business growth.

📝 Enhancement Note: Career progression at Finastra is based on individual performance, client satisfaction, and business impact. Employees are encouraged to develop their skills and take on new challenges to advance their careers.

🌐 Work Environment

Office Type: Hybrid (combination of on-site and remote work)

Office Location(s): Manila, Philippines

Workspace Context:

• The Manila office is a modern, collaborative workspace designed to facilitate team interaction and innovation.
• The office is equipped with state-of-the-art technology, including multiple monitors and testing devices, to support customer support and account management activities.
• The workspace encourages cross-functional collaboration between customer support, product management, technology, shared services, and operations teams.

Work Schedule: Standard full-time work hours with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: Finastra's hybrid work arrangement offers employees the flexibility to balance their work and personal lives while maintaining a strong connection to the company's collaborative culture.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief call to discuss the role, experience, and career aspirations.
2. Technical Assessment: A hands-on assessment of technical skills, focusing on problem-solving, data analysis, and client communication.
3. Behavioral Interview: A deeper dive into the candidate's experience, achievements, and cultural fit with Finastra.
4. Final Interview: A meeting with the hiring manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (Not Applicable)

Technical Challenge Preparation:

• Brush up on technical skills related to customer support, account management, and financial services software products.
• Prepare examples of problem-solving, client communication, and collaborative teamwork in a customer support context.
• Research Finastra's products, services, and company culture to demonstrate a strong understanding of the organization.

ATS Keywords: (Not Applicable)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit with Finastra's collaborative and client-centric culture.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

As this role focuses on customer support and account management, a detailed technology stack is not required. However, candidates should have a strong understanding of financial services software products, customer relationship management (CRM) software, and relevant industry regulations and best practices.

👥 Team Culture & Values

Customer Support Values:

• Client Focus: Putting clients at the heart of everything we do, understanding their needs, and delivering exceptional service.
• Collaboration: Working together across teams and functions to achieve common goals and drive client success.
• Integrity: Acting with honesty, transparency, and accountability in all our interactions with clients and colleagues.
• Innovation: Embracing change, continuously improving our services, and driving growth opportunities for our clients.

Collaboration Style:

• Cross-functional Teamwork: Working closely with product management, technology, shared services, and operations teams to deliver exceptional client service.
• Client-centric Approach: Focusing on understanding client needs and tailoring solutions to meet their unique requirements.
• Continuous Improvement: Regularly reviewing and enhancing our processes and services to drive client satisfaction and growth opportunities.

📝 Enhancement Note: Finastra's customer support team embodies a client-focused, collaborative, and innovative culture, working together to deliver exceptional service and drive client success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing complex client issues and driving resolution in a timely manner.
• Collaborating with cross-functional teams to deliver exceptional client service and drive business growth.
• Staying up-to-date with industry trends, regulations, and best practices in financial services software products.

Learning & Development Opportunities:

• Client Success Management: Developing skills and experience in managing strategic client relationships and driving account growth.
• Product Management: Gaining insights into client needs and contributing to product development and improvement.
• Leadership Development: Building leadership skills and taking on new challenges to advance your career within Finastra.

📝 Enhancement Note: The technical challenges and learning opportunities in this role require a strong focus on client service, continuous improvement, and collaboration with cross-functional teams to drive client success and business growth.

💡 Interview Preparation

Technical Questions:

• Client Management: Describe your experience managing client relationships, onboarding, and day-to-day interactions. How do you identify and prioritize key service issues?
• Account Management: Walk us through your process for coordinating contract management activities, new business/service requests, pricing changes, and client roadmaps. How do you ensure client satisfaction and retention?
• Problem-solving: Provide an example of a complex client issue you've faced and how you resolved it. What steps did you take to identify the root cause and deliver a successful outcome?

Company & Culture Questions:

• Client-centric Approach: How do you ensure that your client's needs are always at the forefront of your decision-making process?
• Collaboration: Describe your experience working with cross-functional teams. How do you ensure effective communication and collaboration to drive client success?
• Continuous Improvement: How do you approach continuous improvement in your customer support processes and services? Can you provide an example of a successful initiative you've led?

Portfolio Presentation Strategy: (Not Applicable)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating strong technical skills, problem-solving abilities, and a deep understanding of Finastra's client-centric culture and collaborative work environment.

📌 Application Steps

To apply for this Director of Customer Support position:

1. Submit your application: Click on the "Apply" button on the Finastra careers page and follow the prompts to submit your resume and cover letter.
2. Prepare for the phone screen: Review the job description, research Finastra's products, services, and company culture, and be ready to discuss your experience, achievements, and career aspirations.
3. Prepare for the technical assessment: Brush up on your technical skills related to customer support, account management, and financial services software products, and be ready to demonstrate your problem-solving abilities and client communication skills.
4. Prepare for the behavioral interview: Reflect on your experience, achievements, and cultural fit with Finastra, and be ready to discuss your approach to customer support, account management, and collaboration with cross-functional teams.
5. Prepare for the final interview: Research Finastra's organization structure, team dynamics, and career growth opportunities, and be ready to discuss your long-term career goals and how this role fits into your professional development plan.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Finastra before making application decisions.