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- Tasks: Lead global support transformation for core and digital banking platforms.
- Company: Innovative fintech company revolutionising banking solutions.
- Benefits: High visibility, direct impact on platform reliability, and executive-level influence.
- Why this job: Shape the future of enterprise banking support in a cloud-first environment.
- Qualifications: 10+ years in technical support leadership, ideally in fintech.
- Other info: Opportunity for career growth and global team leadership.
The predicted salary is between 72000 - 108000 £ per year.
This is a global leadership role at the heart of a cloud-enabled banking platform, where customer trust, platform resilience, and operational excellence directly impact revenue, reputation, and long-term growth.
As Senior Technical Support Manager, you will own the evolution of a worldwide support organization supporting mission-critical core and digital banking platforms. Your mandate is not just to “run support”, but to transform how support operates in a SaaS-first, always-on banking environment.
This role is ideal for a senior leader who wants enterprise-scale influence, visibility at executive level, and ownership of one of the most critical functions in a modern fintech.
The Opportunity: Our client is a global fintech innovator delivering core and digital banking solutions to banks across multiple regions. As the platform footprint and SaaS adoption continue to scale, the Support function is being repositioned as a strategic capability, not a reactive one. You will lead this shift — redefining operating models, strengthening governance, and ensuring customers experience reliability, transparency, and confidence at scale.
What You Will Own:
- Global ownership of incident, problem, and escalation management across enterprise banking customers
- Team Leadership of a Global Team of 30+
- Leadership of the transition to a cloud-first, SaaS-aligned support model, including tooling, processes, and engagement frameworks
- Executive-level communication and ownership during critical platform events, acting as the senior escalation authority
- Operational governance covering SLAs, regulatory compliance, security, and data-privacy requirements
- Build, scale, and lead a high-performing global support organisation, including strategic expansion of the Lisbon hub
- Oversight of implementation-to-support transitions, ensuring Day-2 readiness and knowledge continuity
- Deep collaboration with Product, Engineering, IT, and Services to improve root-cause resolution and platform stability
- Introduction of automation, AI, and proactive monitoring to reduce incident volume and resolution time
- Continuous improvement of global support standards, metrics, and customer experience
- Representation of Support in senior leadership forums, influencing roadmap and investment decisions
What Makes You a Strong Fit:
- 10+ years in senior technical customer support or service leadership roles, ideally within banking or financial technology
- Proven experience leading global, distributed teams in complex, regulated environments
- Strong understanding of on-premise and SaaS/cloud support operating models
- Demonstrated success driving operational transformation, not just steady-state operations
- Deep experience with incident management, escalation governance, and executive communication
- Ability to operate calmly and decisively in high-urgency, high-visibility situations
- Strong stakeholder management skills across Product, Engineering, and Commercial leadership
- Willingness to work across time zones and travel occasionally
Relevant Technology & Industry Exposure:
- Experience supporting platforms or services from vendors such as: Temenos, Mambu, Backbase, nCino, SAP Fioneer, FIS, Finastra, Oracle Banking, Avaloq, TCS BaNCS, Thought Machine, Infosys Finacle, Q2, Sopra Banking Software, Intellect Design Arena, Tuum, 10x Banking, Fiserv, or similar enterprise banking platforms.
Why Join:
- Global ownership of a mission-critical function within a leading fintech
- Direct impact on platform reliability, customer trust, and SaaS scalability
- High visibility with executive leadership
- Opportunity to shape how enterprise banking support operates in a cloud-first world
Only shortlisted candidates will be contacted. Applications without a detailed CV or without meeting the core requirements will not be considered. If you do not hear from us within 15 days, your profile will be retained for future opportunities.
Senior Technical Support Manager - Core Banking employer: ANKH Executive
Contact Detail:
ANKH Executive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Manager - Core Banking
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech space, especially those who work with core banking platforms. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s products and services. Understand their cloud-first approach and be ready to discuss how you can contribute to their support transformation. Show them you mean business!
✨Tip Number 3
Don’t just wait for job postings; proactively reach out to companies you admire. Express your interest in their mission-critical functions and how your experience aligns with their needs. You never know what opportunities might arise!
✨Tip Number 4
Keep your online presence sharp! Update your LinkedIn profile to reflect your expertise in SaaS and cloud support models. Engage with relevant content and connect with industry leaders to boost your visibility.
We think you need these skills to ace Senior Technical Support Manager - Core Banking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role. Highlight your experience in technical support and leadership, especially in banking or fintech. We want to see how your skills align with our mission of transforming support in a cloud-first environment.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and examples to demonstrate how you've driven operational transformation and improved customer experiences in previous roles. We love seeing tangible results!
Be Clear and Concise: When writing your application, clarity is key. Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that gets straight to the point, making it easy for us to see your fit for the position.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It helps us keep track of applications and ensures you’re considered for this exciting opportunity to lead global support transformation in fintech!
How to prepare for a job interview at ANKH Executive
✨Know Your Stuff
Make sure you have a solid understanding of core and digital banking platforms, especially in a SaaS environment. Brush up on the specific technologies mentioned in the job description, like Temenos or Mambu, so you can speak confidently about them during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading global teams and driving operational transformation. Be ready to discuss how you've successfully managed incidents and escalations in high-pressure situations, as this role demands calm and decisive leadership.
✨Understand the Business Impact
Articulate how your role as a Senior Technical Support Manager can directly influence customer trust and platform resilience. Think about how you can contribute to the company's long-term growth and be prepared to share your vision for transforming support operations.
✨Engage with Executive Communication
Since this role involves significant interaction with executive leadership, practice articulating complex technical concepts in a clear and concise manner. Prepare to discuss how you would communicate during critical platform events and ensure stakeholders are kept informed.
