Lead Financial Services Industry Consultant

SWIFT SUPPORT SERVICES MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global provider of technology solutions is looking for a Technical Consulting & Care Services Team Lead in Kuala Lumpur. The candidate will lead a team, engage with clients, and drive operational improvements. Responsibilities include setting objectives, ensuring KPIs are met, and collaborating with business development. A Bachelor's degree in a related field and 5–10 years of experience in financial technical services are required. Fluency in English is essential; knowledge of other regional languages is a plus.

Qualifications

• 5-10 years of experience in financial technical services or related industry.
• Fluent in English; other regional languages are an asset.

Responsibilities

• Lead, coach and motivate team members to achieve Professional Services goals.
• Set objectives, develop tactical plans and organize team activities.
• Drive continuous improvement for the team.

Skills

Leadership and coaching

Excellent communication skills

Presentation skills

Business development collaboration

Customer relationship management

Education

Bachelor's Degree in Financial services, IT or telecoms

Job description

Swift provides a range of on‑site business and technical/supporting infrastructure consultancy services across Swift's customer base. The lead consultant operates in a highly complex business and technical environment in a selected market supported by Swift. The lead consultant is responsible for formulating key, clear and attainable recommendations to the customer. These consultancy engagements aim at helping our customers to improve their operational efficiency, reduce costs and mitigate operational risk.

The APAC Technology & Operations Services team is hiring a Technical Consulting & Care Services Team Lead. The successful candidate is expected to accomplish the following primarily in the APAC region, and ensure the region is contributing concretely to the success of the Solutions and Professional Services objectives globally.

You will be involved in hands‑on client engagement as well as lead a team of Swift experts. You will be the face of the team towards other groups and be part of the APAC Technology & Operations Services management team. You and your team will provide support, training and consulting services to address client challenges with a focus on increasing operational efficiency, reducing costs and mitigating operational risk. Your team will be responsible for formulating key, clear and attainable recommendations to the customer and advice on how to make use of new services/options in Swift's product portfolio. Multifaceted Technical activities you will be leading/coordinating which includes any kind of technical advisory services, Cloud and Field services and Care services.

What will make you successful? You:

• Lead, coach and motivate team members to achieve Professional Services goals.
• Manage resourcing, planning and development plans for the team.
• Collaborate with business development on pre‑sales activities such as delivering commercial presentations, assist to service scoping meetings, developing service proposals.
• Collaborate with marketing and other teams to develop and maintain collateral sharing how products & services add value to the customer.
• Develop a strong and trusting operational relationship with demanding customers during the engagements.
• Communicate services value propositions and expertise to a wide variety of stakeholders.
• Drive Continues Improvement for the team, challenging the status quo.
• Take initiatives and actively participate in the cross regional meetings.
• Excellent verbal and written communication skills.
• Very good presentation skills.

Key Responsibilities:

• Set objectives, develop tactical plans and organize team activities.
• Lead team to ensure delivery against short and mid‑term objectives.
• Under guidance of senior management: Take accountability for business decisions/strategies delivers results in the context of levels of uncertainty and risk.
• Ensure KPI’s are met related to delivery of Professional Services.
• Highlight and mitigate risks related to the region and Professional Services.
• Drive an improved level of customer experience with higher quality deliveries, faster response times, and enhanced customer engagements.
• Defines, implements and manages to the highest standards of operational excellence; encourages and promotes a continuous improvement mind‑set.
• Contribute globally to the strategy, evolution, and development of Solutions and Professional Services:
• Support Adoption, readiness and usage of our products and services.
• Shape the future: Support and help the execution of customer success and experience related initiatives. Develop the team in order to support the rollout of the strategy.
• Maintain a close relationship with Business Development, Tribes, to manage business outlook, required resourcing, escalations, new opportunities, presales etc.
• Align activities within and across divisions/regions, share knowledge and/or deliver consultancy based on customer feedback.
• Ensure that Swift is represented within own area of responsibility and promoted as the solution of choice.
• Articulate objective, relevant and accurate recommendations for the customer to make operational improvements.
• Identify potential business opportunities for Swift within the area covered by the team.
• Under guidance of senior management, implement and maintain HR policies/procedures. Hire, reward, coach, motivate and develop team members of the department in order to have qualified, competent and motivated employees.

Education and Domain Experience:

• Bachelor's Degree or higher education in Financial services, IT or telecoms domain.
• 5-10 year’s experience in financial technical services or related industry.
• Fluent in English, any other language from the region is an asset.