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