Business Support Team Lead

The Role Based Access Controls (RBAC) Operations team within the CIB Business Support Management department is responsible for a range of logistical and control-focused activities including:

• Enabling user onboarding processes primarily leveraging the RBAC structure to ensure users receive appropriate access in alignment with risk controls access governance and service level agreements (SLAs).
• Managing end-to-end user access onboarding submissions ensuring timely and accurate access provisioning while addressing all relevant risk control and governance requirements.
• Handling queue-based casework where effective business coverage and strong internal partnerships are essential to team success.
• Demonstrating strong time management skills and the ability to identify escalate and address thematic issues as they arise.
• Effectively multitasking across processes as user access onboarding requests are managed through multiple request management tools within the firm.
• As team lead supervising workflow pipelines managing day-to-day team dynamics and supporting the professional development of team members while also contributing to individual case coverage

Key Responsibilities:

• Lead and manage a team responsible for coordinating employee movement and systems access ensuring all team members are well-trained and equipped to deliver high-quality support and service.
• Identify escalate and resolve issues or trends related to core activities project initiatives and functional tools.
• Build and strengthen relationships with business stakeholders senior leadership and global peer groups.
• Maintain a robust control and compliance environment proactively mitigating risks within business processes.
• Collaborate with global teams to establish and implement best practice support standards ensuring a consistent employee experience across the organization.
• Participate in and occasionally lead strategic initiatives and ad hoc projects within Business Support Management.

Ideal Candidate Profile:

The ideal candidate will demonstrate a strong data-driven mindset consistently using metrics and analysis to inform decisions along with a customer service orientation proven leadership and communication skills and solid project management capabilities. Proficiency in MS Office and confidence in engaging with senior management at all levels are essential.

Required Qualifications Capabilities and Skills:

• Minimum of 3 years of relevant experience with demonstrated expertise in IAM technology or cybersecurity.
• Exceptional interpersonal communication and influencing skills across all organizational levels with the ability to perform effectively under pressure.
• Excellent judgment and professionalism with a strong commitment to maintaining confidentiality. Superior organizational problem-solving and process improvement abilities.
• Prior experience in management roles such as team lead or people manager.
• Experience working in SLA-driven and target-based operational environments.
• Project management skills to lead initiatives or support broader team objectives.
• Strong proficiency in the MS Office suite.
• Bachelors degree required.