Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?

Reporting to the Senior Manager, Strategic Engagement the Lead is responsible for executing against the client experience road map and for the ongoing management and retention of our client portfolios.  This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.

Strategically focused and responsible for client satisfaction, the Lead is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations.  This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.

Responsibilities & Deliverables:

Your deliverables as a Strategic Engagement Lead will include, but are not limited to, the following:

Functional Knowledge:
•    Regarded as the expert in their field of US Financial and Mortgage Lending 
•    Requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of related areas of expertise. 

Client Management:
•    Develop and manage key operational relationships with Clients. Support Client support and/or functionality activities, manage day-to-day client interactions while identifying and prioritizing key client service issues. 

Service Delivery:  
•    Manages a client interaction model that will facilitate a best-in-class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).

Leadership:
•    Leads programs with notable risk and complexity; develops the strategy for program execution.
•    Provides authoritative advice in area of specialty – helps structure management decision making in areas of important business impact.

Problem Solving:
•    Solves unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.
•    Structures key –business segment, product and functional decisions through analysis, innovation, and expertise

Interpersonal Skills:
•    Communicates complex ideas, anticipates potential objections, and persuades others, often at senior levels, to adopt a different point of view.
•    Negotiates with and influences key stakeholders internally and externally within their area of expertise.
•    Champions Finastra externally; often represents or speaks on behalf of company.

Required Experience:

• University or college degree and/or equivalent experience in the US Financial and Mortgage/Lending Industry.

• Finastra MortgageBot and/or LaserPro Experience 

• 5 years of progressive experience in a client relationship capacity

• Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, life