Director – Enterprise Customer Support, Core & Digital Banking in London

Director – Enterprise Customer Support, Core & Digital Banking
A global financial technology provider is appointing a senior leader to take ownership of enterprise-scale customer support across core and digital banking platforms.

This is a transformation-focused mandate , responsible for modernising global support operations in line with SaaS and cloud delivery models, while maintaining the service resilience, regulatory confidence, and executive-level engagement expected by large financial institutions.

Mandate includes

Leading the evolution of enterprise customer support toward scalable SaaS and cloud-oriented operating models

Owning global incident management, escalation governance, and executive communications

Establishing consistent service standards, metrics, and operational discipline across regions

Driving collaboration between Support, Engineering, Product, IT, and Professional Services

Ensuring clean transitions from implementation into steady-state support

Building and developing high-performing global support leadership teams

Embedding automation, AI-enabled tooling, and continuous improvement initiatives

Background sought

Senior leadership experience in technical customer support or service operations within banking, payments, or regulated fintech

Proven success managing large, globally distributed teams

Strong understanding of enterprise SaaS, cloud, and hybrid support models

Executive-level stakeholder and escalation management experience

Experience with leading core and digital banking platforms (e.g. Temenos , FIS , Finastra , Oracle Banking , Avaloq , Thought Machine , Mambu , nCino ) or comparable technologies is highly relevant.

This search is being conducted confidentially.

Only shortlisted candidates will be contacted.

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