Technical Customer Support Director, Core Banking Solutions

Technical Customer Support Director, Core Banking Solutions

Strategic Support Leadership | Cloud Transformation | Enterprise-Scale Banking Solutions

A strategic leadership mandate with a global fintech innovator delivering core banking technology across markets. As Director of Technical Customer Support, you will drive the evolution of a worldwide support organization, elevate operational excellence, and lead a distributed team through a cloud‑first transformation.

• Own end‑to‑end incident and escalation management, ensuring SLA adherence and clear communication across customers and internal teams.
• Lead the global shift to a cloud‑first support model, modernizing processes, tooling, and customer engagement.
• Drive operational governance and compliance, ensuring support practices meet financial‑sector regulatory, security, and data‑privacy standards.
• Build and scale a high‑performing global support organization, including leading the strategic expansion of the Lisbon hub.
• Oversee implementation‑to‑support transitions, ensuring knowledge transfer, Day‑2 readiness, and visibility across internal teams.
• Strengthen cross‑functional collaboration with Product, Engineering, IT, and Services to ensure seamless case handling and issue resolution.
• Act as the senior escalation and communication leader, providing executive‑level updates during critical events.
• Introduce continuous‑improvement frameworks, standardizing processes to enhance efficiency, repeatability, and customer satisfaction.
• Represent the Support function in strategic forums, influencing roadmap decisions and aligning support delivery with business objectives.
• Embed innovation and automation, including Generative AI, to improve self‑service, proactive detection, and resolution speed.

🔹 What You Bring

• 10+ years of progressive leadership in technical customer support, ideally within banking, core banking, or financial services.
• Deep understanding of both on‑premise and SaaS/cloud support models, with proven experience leading transformation initiatives.
• Strong command of incident management, operational metrics, and customer escalation handling.
• Proven success managing large, distributed teams in a matrixed, global environment.
• Exceptional communication skills, including executive‑level reporting and stakeholder management.
• A continuous‑improvement mindset with a track record of driving operational innovation.
• Familiarity with regulatory and compliance frameworks relevant to financial systems.
• Ability to work flexibly across time zones and manage high‑urgency situations.
• Willingness to travel occasionally for global team and stakeholder engagements.

Candidates with experience selling solutions and services from vendors such as Temenos, Mambu, Backbase, nCino, Nucleus, SAP Fioneer, FIS, Finastra, Oracle Banking, Avaloq, TCS BaNCS, Silver Lake, Thought Machine, Infosys Finacle, Q2, SBS, Crealogix, ERI Bancaire, Intellect Design Arena, Tuum, 10x Banking, and Fiserv or similar will be prioritized and are especially encouraged to apply.

Only shortlisted candidates will be contacted.

Applications without detailed CVs or without meeting the mandatory requirements will not be considered. If you do not hear from us within 15 days, your profile will be retained on file for future opportunities.

Seniority level:
Director

Employment type:
Full-time

Job function:
Customer Service, Information Technology, and Business Development

Industries:
Banking, Financial Services, and IT Services and IT Consulting

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