**Responsibilities**:
Role Description: Service Support Advisor (SA) at Finastra
The Support Service Advisor (SA) at Finastra is pivotal in aligning service delivery with customer expectations while ensuring company standards are met. We manage client relationships, maintain service quality, and drive continuous improvement across various areas, including Service Management, Performance Monitoring, Issue and Conflict Resolution, Strategic Planning, and Innovation. Our primary objective is to ensure customers receive exceptional service while helping them achieve their goals with Finastra’s products.
**Role Focus**:
Connect the dots between service management, performance monitoring, strategic planning, and issue resolution, ensuring that Finastra’s services consistently meet customer expectations. Drive continuous improvement and innovation while fostering collaboration across internal teams to maintain high service quality and enhance customer satisfaction.
**Key Responsibilities**:
1. Customer Satisfaction & Service Quality
- Addressing customers' needs, solving problems, and proactively managing their concerns
- ensures that their expectations are aligned with service delivery.
- Monitor and maintain service quality to meet company standards, ensuring continuous alignment between customer needs and Finastra’s service offerings.
- Define and measure Customer Satisfaction (CSAT) to assess success and identify opportunities for improvement. _(Need to define if and how we execute or _remove_)_
- Act as a critical point of contact for customers, ensuring their experience with the company’s products and services remains favorable and consistent.
2. Cross-functional Collaboration & Service Management
- Collaborate with various internal teams, including _Application Management, System Engineering_, R&D;,



and Product Service Desks, to ensure seamless resolution of customer issues._ _(n_eed to validate what teams should be listed and if they are /Core or FMM or both)
- Serve as a bridge between teams to ensure service delivery aligns with customer expectations and company standards.
- Actively participate in service management processes, monitoring performance and adherence to service level agreements (SLAs).
3. Self-Management, Initiative & Strategic Planning
- Take ownership of responsibilities with mínimal oversight, ensuring tasks are completed efficiently and independently.
- Proactively identify and resolve issues before they escalate, utilizing your experience to navigate complex situations and mitigate risks.
- Contribute to strategic planning by identifying service innovation and improvement areas, ensuring that the company remains ahead of customer needs and expectations.
4. Guidance, Leadership & Continuous Improvement
- Provide leadership and mentorship to less experienced team members, fostering an environment of support and development.
- Lead by example, helping to shape the team's direction in areas needing more explicit guidance and structure.
- Drive continuous improvement by documenting and refining onboarding, training, and service processes, ensuring best practices are followed, and service delivery is optimized.
5. Communication, Conflict Resolution & Innovation




- Maintain clear and proactive communication with customers and internal teams, ensuring that everyone remains informed of potential delays, scheduling changes, or issues.
- Act as a mediator for issue and conflict resolution, ensuring that customer and internal teams are aligned in addressing challenges.
- Drive cultural shifts toward more efficient and faster communication methods, promoting a collaborative and innovative work environment._ _(_get_ team access to AI _tools_ like copilot)_
- Contribute to developing innovative solutions to enhance service delivery and improve performance outcomes.
6. Performance Monitoring & Issue Management
- Monitor customer satisfaction, engagement, and service performance metrics to identify potential issues early and take corrective action when necessary.
- Ensure customer issues are thoroughly documented and addressed promptly, coordinating with cross-functional teams to resolve complex cases.
- When necessary, manage escalation processes for critical issues, ensuring proper resource allocation and clear communication with customers throughout the resolution process._ _( do_ we have ability to do this at the SA_ _level ?_)_
7. Customer Relationship Management & Advocacy
- Build and maintain strong, long-term relationships with key stakeholders within customer organizations, acting as their advocate within Finastra.
- Schedule regular check-ins with customers to assess their satisfaction, discuss goals, and address ongoing concerns.
- As appropriate, Identify upsell and cross-sell opportunities to sales that align with customer needs, offering additional products or services to enhance their experience.
8. Reporting, Metrics & Strategic Feedback
- Provide customers with regular reports

📌 Customer Support Advisor, North America (Ciudad de México)
🏢 Finastra USA
📍 Ciudad de México