Job Description

Director - Enterprise Customer Support, Core & Digital Banking
Global Banking Platforms | SaaS & Cloud Transformation
? Location: London
ANKH Search Ref: 233
A senior leadership opportunity with a global financial technology provider delivering mission-critical core and digital banking platforms to financial institutions worldwide.
This role carries a clear enterprise-scale transformation mandate: to evolve global customer support operations in line with modern SaaS and cloud delivery models, while maintaining the resilience, regulatory confidence, and executive-level service expected by large banking clients.
The successful leader will take ownership of a globally distributed customer support organisation and act as the senior authority for service stability, escalation governance, and operational excellence across complex, highly regulated banking environments.
The Role & Mandate

• Lead the strategic evolution of enterprise customer support from traditional, on-premise models toward scalable SaaS and cloud-oriented service operations
• Own global incident management, escalation frameworks, and executive communications during high-severity service events
• Establish consistent operating standards, service governance, and performance metrics across regions and time zones
• Strengthen collaboration between Customer Support, Engineering, Product, IT, and Professional Services to accelerate resolution and reduce issue recurrence
• Ensure implementation and delivery programmes transition cleanly into steady-state support, with full operational readiness and accountability
• Build, develop, and scale a high-performing international support leadership team, including near-shore and regional capabilities
• Drive continuous improvement through process standardisation, automation, and data-driven decision making
• Embed innovation and AI-enabled tooling to improve proactive detection, self-service adoption, and response efficiency
• Represent the Customer Support function in senior leadership forums, influencing roadmap priorities and operational investment decisions

Your Background

• Extensive senior leadership experience (typically 10+ years) within technical customer support, service operations, or customer delivery in banking, payments, or regulated financial technology
• Proven success leading large, globally distributed teams supporting mission-critical enterprise platforms
• Strong understanding of SaaS and cloud support models, alongside legacy and hybrid environments
• Demonstrated capability in executive-level escalation management, crisis response, and stakeholder communication
• Track record of delivering operational transformation while maintaining service stability and customer trust
• Familiarity with regulatory, security, and data-privacy requirements in financial services environments
• Comfortable operating across time zones, with flexibility to manage high-urgency situations as required

Candidates with experience supporting, delivering, or commercialising enterprise banking and financial technology platforms from vendors such as Temenos, Mambu, Backbase, nCino, Nucleus Software, SAP Fioneer, FIS, Finastra, Oracle Banking, Avaloq, TCS BaNCS, SilverLake, Thought Machine, Infosys Finacle, Q2, SBS, Crealogix, ERI Bancaire, Intellect Design Arena, Tuum, 10x Banking, Fiserv, or comparable platforms will be prioritised and are especially encouraged to apply.
Application & Process
This search is being conducted confidentially on behalf of the hiring organisation.
Only shortlisted candidates will be contacted. Applications without a detailed CV, or without clear alignment to 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. Tags:

Skills Required