Director, Technical Customer Support

Director Of Technical Customer Support

We are seeking a dynamic and forward-thinking Director Of Technical Customer Support to lead our global support operations for the Universal Banking team. This role is pivotal in transforming our Customer Support model to meet the evolving needs of both on-premise and cloud (SaaS) customers. The ideal candidate will bring a strong background in banking or financial services, experience managing large technical support teams, and a passion for continuous improvement and innovation.

Responsibilities & Deliverables:

Support Model Transformation

• Lead the shift from traditional support to a cloud-first mindset, adapting processes and tools to meet evolving customer expectations

• Define and execute global customer support strategy in alignment with the Business Unit strategy.

Incident and Escalation Management

• Handle all incidents within defined SLAs ensuring that processes support coordinating responses across cross-functional teams, ongoing communication to customers as well as internally and appropriate escalations for incident resolution.

• Ensure case flow clarity, emergency support readiness, and escalation protocols are well-defined

Leadership & Team Management

• Lead a global team of 30–40 professionals including expansion efforts in strategic locations like Lisbon.

• Serve as the senior leader on the ground in Lisbon, supporting the build-out of the local team.

• Foster a high-performance culture focused on accountability, collaboration, and customer satisfaction.

• Oversee hiring, onboarding, and performance management, with flexibility in working hours due to incident unpredictability.

Implementation Support

• Collaborate with Global Services and Delivery teams to support software installations, upgrades, and issue resolution during implementation.

• Ensure support cases are logged and tracked effectively, with visibility across internal teams.

• Ensure efficient and effective handover of implementation projects completed including transition of knowledge and Day 2 items committed to customers.

Customer Support Strategy & Execution

• Oversee support operations for both on-prem and SaaS solutions, ensuring SLAs and KPIs are consistently met.

• Manage escalations, coordinate cross-functional incident responses, maintain executive-level communication internally and externally during critical events.

Governance and Continuous Improvement

• Standardize and streamline support processes to enhance repeatability, efficiency, and effectiveness.

• Ensure support operations meet/comply with regulatory, data privacy, and security standards required in the financial sector.

• Ensure that all risk related procedures and notifications are followed internally.

• Implement tools and practices that improve case resolution, customer experience, and internal collaboration.

• Incorporate Generative AI and other innovation methods to enhance support efficiency, self-service capabilities, and proactive issue resolution

Stakeholder Engagement

• Act as a key liaison between support, product, engineering, IT and other internal teams.

• Collaborate with internal and external stakeholders to align support delivery with business goals.

• Represent Customer Support function in executive forums and contribute to strategic planning.

Qualifications & Experience:

• Proven experience in a technical customer support leadership role (at least 10yrs of progressive leadership roles), ideally within banking, core banking, or financial services.

• Strong understanding of SaaS/cloud support models and the ability to lead transformation initiatives.

• Demonstrated success managing large, distributed teams in a matrix environment.

• Experience with incident management, metrics-driven performance, and customer escalation handling.

• Familiarity with compliance, regulatory standards, and the criticality of financial systems.

• Excellent communication and stakeholder management skills, including executive-level reporting.

• A continuous improvement mindset with a track record of innovation and process enhancement.

Additional Information:

• Work Hours: Flexibility required to accommodate working with global teams and ability to manage incident response needs.

• Travel: Occasional travel may be required to other Finastra locations.

• Preferred Start Date: As soon as possible