VP for Client Services (India)

Job Location

Mumbai, India

 

About Us

Founded in 2014, MonetaGo is a leader in financial services technology providing the only global fraud prevention solution against duplicate financing. MonetaGo’s mission is to make working capital more accessible to the millions of underserved businesses around the world by reducing risk in trade finance. 

 

After successfully launching the world’s first such solution in India in 2018, MonetaGo’s award winning Secure Financing product is being made available globally to 11,000+ banks and financial institutions providing corporate financing to their customers.

 

MonetaGo is an international company headquartered in New York with employees in Canada, Singapore, India, Japan, Australia, and the UK. Operating at the cutting edge of emerging technologies, MonetaGo is always pushing the boundaries to solve problems previously unsolvable, making it a dynamic and challenging environment where the best minds can thrive. MonetaGo prides itself on building a positive culture providing flexibility and work/life balance, with equal opportunities, and investing in people to produce the highest quality results possible for both its clients and its employees.

Description

We are looking for a Vice President of Client Services with 15+ years of experience who will own the client experience through new client integration and ongoing testing and support.

 

You oversee the activities for the Integration team, Testing & Support team, making certain the customer journey consistently reflects the utmost standards of service and quality. Ultimately, you are responsible for ensuring that the organization is delivering a positive experience for customers and that your teams are upholding the MonetaGo brand.

In addition, you will be the liaison with the external Audit teams for the Vulnerability and Penetration testing of the various products and external ISO audits, if any. You will also be the single point of contact for the clients as and when there are plans for DR testing of the products.


You are also responsible for benchmarking, learning, and adopting best practices, then promoting continuous improvement and ensuring that we employ the right personnel, technologies, and processes in the areas that you oversee, and that all work product under your control is consistent with MonetaGo’s vision, mission, core values, culture, and standards of excellence.

Responsibilities:

  • Is responsible for ensuring positive client experiences throughout lifecycle

  • Provides mentorship and develops teams that produce outstanding, results-oriented work

  • Provide guidance for issue spotting and troubleshooting system problems.

  • Schedule coverage consistent with customer service level agreements.

  • Engage with engineering and product teams on roadmap to ensure support of new functionality on day 1.

  • Guide the Integration team and the QA team

  • Do a review of QA artefacts and guide the team where required

  • Do a review of artifacts of the Integration team when required

  • Coordinate VAPT of the products, as and when required

  • Coordinate the ISO certifications within the India office

  • Facilitate the onboarding of new clients ensuring the highest level of satisfaction.

  • Advises HR colleagues on staffing needs and participates in the hiring and training process.

  • Develop and maintain emergency plans to address equipment, power or security failure to ensure preservation of technology and data.

  • Monitor online security for users and networks and take appropriate steps to address security breaches if necessary.

  • Have a thorough understanding of available technology and research innovative solutions.

  • Create a great working environment, promoting personal development, creating a culture of continuous improvement and collaboration to develop a high performing team.

  • Be quick, resourceful, flexible, and an excellent collaborator.

Technical/Functional Skills:

  • Demonstrates excellent communication skills, both written and verbal, and communicates clearly in all situations.

  • Translates organizational goals and objectives into actionable plans

  • Prioritizes work to meet multiple deliverables and deadlines

  • Assesses and drives improvement in employee performance by providing clear, attainable goals, actionable coaching feedback and maintaining clear, detailed written documentation.

  • Identifies performance and career development needs in team members and works with the employee to prepare an effective development plan.

  • Serves as an effective subject matter expert to cross-functional teams

Leadership Skills:

  • Effectively addresses the unique issues of managing remote employees

  • Effectively manages when working as a remote leader

  • Displays strong, unwavering leadership, diplomacy, and an entrepreneurial spirit

  • Owns the plans for their team’s success and contributes to company success and growth.

  • Improves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve

  • Helps their team identify conflicting priorities, then frames and escalates issues if they cannot be resolved quickly

  • Recognizes and develops great talent

  • Promotes a multi-cultural workforce and leverages diversity of perspective, skills, and experience

  • Learns to diagnose, understand, and facilitate team dynamics

  • Effectively collaborates with peers to deliver results

  • Continuously gathers client and employee input and acts on or works to address any identified issues or opportunities

  • Continuously assesses and improves processes within their scope and recommends improvements in processes

  • Ensures knowledge development and sharing is taking place, and is rewarded, on their team and with other teams.

  • Fosters an environment that encourages sharing creative insights

  • Enables constructive debate by modeling it and promoting it on the team

  • Learns from successes and mistakes and applies the learnings

  • Deals with problems and does not pass them off to another team

  • Regularly solicits feedback from peers and colleagues, and applies the learnings to enhance their own performance and capabilities

 

We’d love to see:

  • AWS / Azure / GCP Certifications

  • Unix Shell Scripting

  • Experience with monitoring tools like Datadog