About the job
At NiCE, we embrace challenges that push our boundaries and drive innovation. Our ambition shapes our success, and we strive to excel in everything we do. If you share our passion and determination, we invite you to explore an extraordinary career opportunity that ignites your potential.
What does the role entail?
We are in search of a dynamic and technically proficient Technical Support Manager to spearhead our AML Customer Support operations for the International Markets (EMEA & APAC). This position requires a hands-on approach, focusing on managing backlog health, resolving complex cases, handling customer escalations, and delivering exceptional service to our NICE Actimize AML clientele.
You thrive in a vibrant, customer-focused environment, adept at delving into intricate AML and system challenges while leading by example to foster ownership, accountability, and operational excellence. You will oversee a team of approximately 16 L2/L3 AML Support Engineers, guiding them through daily operations, performance metrics, and ongoing enhancements.
If you are passionate about technical leadership, customer satisfaction, operational discipline, and cultivating high-performing teams, this role is tailor-made for you.
Your Impact:
Hands-On Delivery & Execution
- Oversee and guide the resolution of complex AML product and platform inquiries.
- Serve as the escalation point for high-severity, regulatory, and customer-impacting challenges.
- Evaluate technical solutions, customer communications, and root cause analyses to ensure precision and thoroughness.
- Collaborate with engineers to implement sustainable solutions beyond mere case closure.
- Maintain proactive customer communication, risk updates, and expectation management.
Ownership of Backlog, Quality & Operations
- Manage the comprehensive AML support backlog for International Markets.
- Drive case prioritization, aging management, and risk-based triage.
- Monitor and enhance KPIs, including backlog aging, resolution time, CSAT scores, quality ratings, and reopen rates.
- Ensure case hygiene, documentation standards, and operational discipline.
- Lead incident response efforts and conduct post-incident reviews.
People Leadership
- Guide, mentor, and support a team of approximately 16 AML Support Engineers with a strong ownership mentality.
- Conduct regular one-on-one meetings focused on performance development and coaching.
