Treasury Systems Operations Manager

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 Treasury Systems Operations Managerwill lead TreasuryONEs client-facing support function across functional system support and payment role is responsible for ensuring high-quality service delivery SLA adherence effective workload management team performance and continuous improvement. The role also supports the commercial performance of the support function through monitoring billable time utilisation contracted versus actual effort recovery rates and support is a hands-on leadership role suited to someone with strong experience in support operations or service delivery within a finance-oriented environment such as financial services banking payments treasury fintech or financial systems.

Experience & Qualifications

• Bachelors degree in Finance Business or a related field
• Typically 46 years experience in support operations service delivery financial systems banking payments treasury fintech or financial services.
• At least 13 years experience in a team lead supervisory or management role.
• Experience managing SLAs escalations support metrics operational reporting and client-facing service delivery.
• Experience working in a finance-oriented environment where accuracy controls deadlines client impact and commercial outcomes are important.
  

Advantageous:

• Postgraduate qualification in Finance Business Management Operations or a related field.
• Experience with treasury systems TMS platforms cash management banking integrations payments processing or corporate treasury environments.
• ITIL Service Management Project Management Operations Management Treasury Cash Management or related certifications.
• Experience with tools such as Jira Zendesk ServiceNow or similar platforms.
  

Core Capabilities (Day 1 Requirements)

• Strong understanding of support operations ticketing systems SLA management escalation processes and service delivery workflows.
• Financial and commercial acumen including billable hours utilisation recovery rates profitability or cost control.
• Ability to lead coach develop and performance-manage support teams.
• Experience using support metrics reporting dashboards and performance trends to improve service delivery.
• Strong understanding of treasury payments financial systems financial services or similar finance-oriented environments.
• Strong client relationship and stakeholder management skills.
• Analytical problem-solving ability with a focus on continuous improvement and service quality.
  

What youll 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

Required Experience:

Manager