Contracts Customer Service Manager in London

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all.

Position Summary: The Customer Contracts, Transfer Manager is responsible for leading the operational execution of customer contract transfers during major business transformations, including mergers, divestitures, and reorganizations. This role ensures the accurate and timely migration of customer agreements while preserving customer trust, minimizing risk, and maintaining compliance with legal and commercial standards. The ideal candidate brings hands-on experience from high-volume, fast-paced transformation environments and demonstrates strong leadership, planning, and stakeholder management capabilities.

• Contract Transfer Execution: Lead the day-to-day management of customer contract transfers, ensuring accuracy, compliance, and timely execution across multiple business units.
• Team Collaboration & Coverage: Work closely within a cross-functional team to ensure consistent coverage and support across a wide range of customer contract types, variances, and complexities.
• High-Volume Project Management: Operate effectively in a high-volume, fast-paced environment, managing multiple concurrent contract migrations with tight deadlines.
• Team Leadership: Manage and develop a team of specialists responsible for contract review, customer outreach, and documentation.
• Partner with Legal, Sales, Finance, Operations, and external parties: Serve as a point of escalation for customer inquiries related to contract transfers, ensuring a smooth and transparent experience.
• Data & Dashboard Management: Maintain and manage dashboards and reporting tools to track progress, identify risks, and present updates to the wider divestiture committee and senior leadership.
• Risk & Compliance Oversight: Identify and mitigate legal, financial, and operational risks associated with contract migration.
• Program Planning & Best Practices: Contribute to the planning and design of the contract transfer program by applying best practice methodologies and lessons learned from previous transformation initiatives. Develop and refine tools, templates, and workflows to improve the efficiency and scalability of the contract transfer process.

Required Skills & Experience:

• 5+ years of experience in contract management, customer operations, or project management.
• Experience working in organizations undergoing mergers, divestitures, or large-scale transformations is required.
• Prior people management experience is strongly preferred.
• Experience in the financial services industry is preferred but not essential.
• Bachelor’s degree in Business, Law, or a related field.
• Project management certification (e.g., PMP, Prince2) is an asset.
• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Proficiency in contract lifecycle management tools and project tracking software.
• Analytical mindset with attention to detail.
• Ability to manage competing priorities in a dynamic environment.
• Experience with data visualization and dashboard tools (e.g., Power BI, Tableau) is a plus.

Key Attributes:

• Strategic & Adaptive: Able to contribute to program planning and adapt to evolving priorities.
• Committed to maintaining a positive customer experience during transitions.

We are proud to offer a range of incentives to our employees worldwide, including hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support. Medical, life & disability insurance, retirement plan, lifestyle and other benefits. Benefit from paid time off for volunteering and donation matching. Access online learning and accredited courses through our Skills & Career Navigator tool. Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

Summary

Location: London
Type: Full time