APAC Head of Support: Elevate Banking Experience

TEMENOS SINGAPORE PTE LTD; Singapore; On-site; SGD 180,000 - 240,000; Full time

Benefits offered by this job

Maternity leave

Civil partnership leave

Family care leave

Recharge days

Study leaves

Job summary

TEMENOS SINGAPORE PTE LTD is seeking an experienced Head of Regional Support to elevate Temenos APAC client support across banks and financial institutions. Based in Singapore, you will lead a senior regional team, drive service excellence and collaboration with Sales, Product, Cloud, and Services to ensure top-tier client outcomes.

The role requires strong leadership, deep knowledge of banking technology, and a proven track record in managing complex escalations while delivering continuous

Qualifications

• Proven senior leadership experience in customer support, technical support, customer services, or client operations within enterprise software, fintech, banking technology, or financial services.
• Strong understanding of banking clients, mission-critical software environments, and the expectations of financial institutions across APAC.
• Demonstrated ability to manage executive-level client relationships, influence stakeholders, and navigate complex escalations.
• Commercial awareness with the ability to connect support performance to customer retention, satisfaction, and long‑term growth.
• Strong operational discipline, including experience with SLAs, KPIs, incident management, governance forums, and service improvement plans.
• Excellent communication, problem‑solving, negotiation, and stakeholder management skills in a multicultural regional environment.
• Familiarity with APAC banking markets, regulatory considerations, and regional operating models is highly desirable.
• Fluency in English required; additional APAC languages would be advantageous.

Responsibilities

• Lead regional support operations across APAC, ensuring a consistent, high-quality experience for Temenos clients across multiple markets.
• Act as the senior regional escalation point for complex client support issues, driving timely resolution, executive visibility, and clear communication.
• Build trusted relationships with senior stakeholders at banks, financial institutions, and strategic customers across APAC.
• Partner closely with Sales, Account Management, Customer Success, Product, Cloud, and Services teams to protect customer satisfaction, support retention, and enable growth.
• Oversee regional support readiness for client onboarding, upgrades, cloud transitions, and major implementation milestones in collaboration with technical and delivery teams.
• Monitor support performance, client feedback, recurring incidents, and service trends to identify and implement continuous improvement initiatives.
• Own regional service-level performance, KPIs, governance routines, and operational reporting aligned to global support standards and commercial priorities.
• Provide regular insight to regional and global leadership on client sentiment, service risks, operational capacity, and retention priorities.
• Lead, coach, and develop regional support teams, building capability, accountability, and a client-first culture across APAC.
• Ensure support operations comply with internal policies, contractual commitments, security standards, and relevant regional regulatory expectations.

Skills

Senior leadership

Customer support

Enterprise software

Banking/Fintech

SLAs & KPIs

Stakeholder management

Job description

TEMENOS SINGAPORE PTE LTD is seeking an experienced Head of Regional Support to elevate Temenos APAC client support across banks and financial institutions. Based in Singapore, you will lead a senior regional team, drive service excellence and collaboration with Sales, Product, Cloud, and Services to ensure top-tier client outcomes.

The role requires strong leadership, deep knowledge of banking technology, and a proven track record in managing complex escalations while delivering continuous