Head of Support - APAC
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What you'll do
- 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.
What they're looking for
- 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.
- Fluency in English required
Nice to have
- Familiarity with APAC banking markets, regulatory considerations, and regional operating models is highly desirable.
- Additional APAC languages would be advantageous.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
ABOUT TEMENOS
Temenos is a global leader in banking technology. Through our market-leading core banking suite and best-in-class composable solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.
VALUES
Care about transforming the Banking landscape.
Commit to being part of an exciting culture and product evolving within the financial industry.
Collaborate effectively and proactively with teams within or outside Temenos.
Challenge yourself to be ambitious and achieve your individual as well as the company targets.
We are seeking an experienced Head of Regional Support to lead and strengthen customer support delivery across the APAC region, based in Singapore. This role is accountable for ensuring Temenos clients receive a consistent, high-quality support experience across diverse markets, regulatory environments, and cultures.
The successful candidate will act as a senior regional leader and trusted partner to banks and financial institutions, driving service excellence, client satisfaction, operational performance, and continuous improvement in close collaboration with Sales, Account Management, Product, Cloud, Services, and Global Support teams.
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
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.
Personal Attributes
Client-first mindset with a proactive, calm, and structured approach to resolving complex issues.
Inclusive regional leader who can build trust across cultures, functions, time zones, and client environments.
Resilient and adaptable, with the ability to operate effectively in a fast-paced, high-growth, and evolving technology business.
Analytical, outcome-focused, and committed to continuous improvement, operational excellence, and team development.
Key Success Metrics
Maintain strong client retention and satisfaction across strategic APAC accounts.
Achieve agreed SLA compliance targets for regional support response, resolution, and escalation management.
Improve customer satisfaction, NPS, or client sentiment measures through consistent support quality and proactive engagement.
Reduce recurring incidents and improve time-to-resolution through root-cause analysis, governance, and service improvement plans.
Ensure regional support readiness for key customer milestones, including onboarding, upgrades, cloud transitions, and major releases.
Provide regular, actionable reporting to regional and global leadership on service performance, client risks, team capacity, and improvement priorities.
SOME OF OUR BENEFITS include:
Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
Family care: 4 weeks of paid family care leave
Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
Study leaves: 2 weeks of paid leave each year for study or personal development
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