AVP - RISK ORM - Application Support

Position Purpose:

The RISK ORM AVP Application Support is responsible for guiding and managing a team of support specialists to ensure the delivery of high-quality, timely, and efficient service to our clients. The primary goal is to maintain high levels of client satisfaction while optimizing team performance through coaching, process improvement, and effective escalation management.

Scope: All of Group’s entities that consume services of the RISK ORM ICT GROUP Risk.

Responsibilities:

Team Leadership & Management

• Performance Management: Lead, motivate, and mentor the support team. Conduct regular 1-on-1s and annual performance reviews.
• Resource Planning: Manage team schedules, workload distribution, and capacity planning to ensure adequate coverage.
• Training & Development: Identify skill gaps and implement training programs to improve the team's technical proficiency and soft skills.
• KPI Tracking: Monitor and report on key performance indicators (KPIs) such as First Response Time (FRT), Mean Time to Resolution (MTTR), and Customer Satisfaction Scores (CSAT).

Operational Excellence

• Escalation Management: Act as the primary point of escalation for complex technical issues or dissatisfied clients, ensuring swift resolution.
• Process Optimization: Review existing support workflows and implement improvements to increase efficiency and reduce friction.
• Quality Assurance: Perform regular audits of support tickets to ensure compliance with company standards and quality benchmarks.
• Cross-Functional Collaboration: Work closely with the Project and IT teams

Client Experience

• Service Delivery: Ensure the team adheres to Service Level Agreements (SLAs) and maintains a professional, empathetic tone.

Skills and Experience Required:

• Successful candidate will have exposure to operating in application support environment in global organizations, with robust knowledge of customer service, support, technology, risks, architecture and related tools.

• Prior knowledge to RISK management applications, exposure to the Financial Services industry is a must. Experience with application and systems support is preferred.

Specific requirements:

• Bachelor’s degree in communications, Business, or a related field preferred; or equivalent practical experience in a customer-facing role.

• 8+ years of Experience in a customer-facing technical support or helpdesk role with 4+ years of management experience

• Team player – focus on the success of the whole team. Working well both with others, as well as individually.

• Excellent stakeholder management skills.

• Good listening and analytical skills – being able to come to a thoughtful and business focused conclusion quickly.

• Ability to see the customer perspective, i.e. from a business point of view, the most secure solution is not always workable or realistic considering costs and benefits.

• Demonstrating a calm professional approach, with a good understanding of delivery within time constraints and the need to escalate/inform departmental management as appropriate.

• Adapting personal approach to suit situations, individuals, groups and cultures.

• Taking accountability for their actions and be open and honest when things have gone wrong and celebrating successes when things have gone well.

• Being rigorous and thorough – especially when logging and tracking issues through to conclusion.

• Ability to manage their workload as to meet the realistic targets and priorities set in conjunction with management.

• Demonstrating a high-level of commitment and self-motivation, combined with enthusiasm and a genuine interest in the role of Risk Assessment in business.

• Ability to express views clearly and fluently, both orally and in writing. Considers the audience, avoiding technical jargon wherever necessary and appropriate.

Competencies

Technical Skills:

• Proficiency in Microsoft Office

• Knowledge in power BI is considered a plus

• Service Now

• JIRA

Behavioral Skills:

• Leadership: Proven ability to inspire a team and manage conflict effectively.

• Communication: Exceptional verbal and written communication skills in English

• Problem Solving: Strong analytical skills with a data-driven approach to solving operational challenges.

• Adaptability: Ability to thrive in a fast-paced environment and manage shifting priorities.

Conduct:

• Be a role model, supporting and fostering a culture of good conduct.

• Demonstrate proactivity, transparency and accountability for identifying and managing conduct risks.

• Consider the implications of your actions on colleagues, partners and clients before making decisions, and escalate issues to your manager when unsure.

Location: Preferred Chennai, India