Who are we?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. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.What will you contribute?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 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 & DeliverablesLeadership & Team ManagementLead a global support team of 30–40 professionals across India, the UK, and 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.Customer Support Strategy & ExecutionOversee support operations for both on-prem and SaaS solutions, ensuring SLAs and KPIs are consistently met.Drive a mindset shift toward cloud-first support practices, aligning processes and tools accordingly.Manage escalations, coordinate cross-functional incident responses, and maintain executive-level communication during critical events.Process Optimization & InnovationStandardize and streamline support processes to enhance repeatability, efficiency, and effectiveness.Champion continuous improvement initiatives, including the integration of GenAI and other emerging technologies.Implement tools and practices that improve case resolution, customer experience, and internal collaboration.Stakeholder EngagementAct as a key liaison between support, product, engineering, and IT teams.Collaborate with internal and external stakeholders to align support delivery with business goals.Represent the support function in executive forums and contribute to strategic planning.Qualifications & ExperienceProven experience in a technical customer support leadership role, 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 matrixed 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 InformationWork Hours: Flexibility required to accommodate global teams and incident response needs.Travel: Occasional travel may be required to other Finastra locations.Preferred Start Date: As soon as possibleWe are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.· Well-being: 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*· ESG: Benefit from paid time off for volunteering and donation matching.· DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).· Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.· Recognition: 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.*Specific benefits may vary by location.At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.Be unique, be exceptional, and help us make a difference at Finastra!
