Manager: Treasury Systems Support

About TreasuryONE

TreasuryONE is a leading treasury services provider, supporting organisations in managing financial risk, liquidity, and treasury technology. We combine finance expertise with data and systems to deliver practical, high-impact solutions to our clients.

Role Overview

The Support Manager is responsible for leading a client-facing support function to deliver high-quality service, operational efficiency, and strong commercial outcomes.

This role oversees support teams, ensures consistent service delivery against SLAs, and drives improvements in client satisfaction, team performance, and support profitability. The position also plays a key role in aligning support operations with broader business and client objectives.

Experience & Qualifications

Bachelor’s degree in Finance, Information Systems, Business, or a related field

Typically 5–8 years’ experience in support, operations, or service delivery environments

At least 2–3 years in a leadership or management role

Experience in managing client-facing service delivery and operational performance

Advantageous:

Postgraduate qualification in a relevant field

Certifications in service management, project management, or related disciplines

Core Capabilities (Day 1 Requirements)

Proven ability to lead and manage a support or service delivery function in a client-facing environment

Strong operational management capability, including SLA ownership, performance tracking, and process improvement

Experience managing support metrics, reporting, and performance dashboards

Commercial awareness, including managing utilisation, billable time, and service profitability

Ability to lead, develop, and performance-manage teams

Strong stakeholder and client relationship management skills

Analytical problem-solving capability with a focus on continuous improvement

What you'll be doing

Service Delivery & Client Management

Own end-to-end support service delivery performance across a portfolio of clients

Ensure consistent adherence to SLAs, including response and resolution standards

Act as the escalation point for critical or high-impact client issues

Monitor service quality, resolution effectiveness, and client feedback

Drive measurable improvements in client satisfaction and service performance

Support Operations Management

Oversee daily support operations including workload distribution, prioritisation, and backlog management

Monitor key support metrics (e.g., ticket volumes, turnaround times, recurring issues)

Implement process improvements to enhance efficiency and service quality

Ensure clear ownership, accountability, and tracking of all support requests

Deliver regular reporting on operational performance and improvement actions

Team Leadership & Development

Lead, manage, and develop support teams to achieve performance and service objectives

Set clear expectations, performance standards, and accountability frameworks

Conduct performance reviews, coaching, and capability development initiatives

Optimise resource allocation to ensure capacity utilisation and service continuity

Commercial & Financial Management

Own support-related financial performance, including revenue, cost control, and margin optimisation

Monitor billable time, utilisation, and recovery rates

Track contracted vs actual effort and manage variances

Provide regular reporting on financial performance and commercial metrics

Stakeholder Collaboration

Work cross-functionally with delivery, technical, and commercial teams to support client outcomes

Ensure smooth transition of clients from implementation into support

Contribute insights to improve products, systems, and processes

Maintain strong internal relationships to resolve dependencies effectively

Continuous Improvement & Governance

Drive root cause analysis and resolution of recurring issues

Standardise support processes, tools, and best practices

Maintain governance across escalation management, issue tracking, and reporting

Lead initiatives to improve efficiency, reduce support demand, and enhance service quality

Domain / Industry Exposure (Preferred)

Experience in financial services, banking, payments, or treasury-related environments

Exposure to transaction-based or system-driven service environments

Familiarity with enterprise or corporate client support models

Tools & Platforms

Experience using support or ticketing platforms to manage service delivery workflows

Exposure to reporting and data analysis tools for operational performance tracking

Familiarity with project or workflow management tools is beneficial

Exposure to treasury management systems (TMS) or similar enterprise financial platforms