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Job Summary
You will ensure high-quality service delivery, SLA adherence, effective workload management, team performance, and continuous improvement.You will also support the commercial performance of the support function through monitoring billable time, utilisation, contracted versus actual effort, recovery rates, and support profitability
This 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.
A key summary of the role is outlined below. A more comprehensive job specification with full details is available after initial contact and a successful CV review.
EXPERIENCE & QUALIFICATIONS
Service Delivery & Client Management
- Bachelor’s in Finance, Business, or related field
- 4–6 years’ experience in support operations, financial systems, banking, payments, treasury, fintech, or financial services
- 1–3 years in a team lead or management role
- Experience managing SLAs, escalations, support metrics, and client-facing service delivery
- Experience in finance environments focusing on accuracy, controls, deadlines, and client impact
- Postgraduate in Finance, Business Management, or related fields
- Experience with treasury systems, TMS platforms, cash management, payments processing, or corporate treasury
- ITIL, Service Management, or related certifications
- Familiarity with tools like Jira, Zendesk, or ServiceNow
- Strong understanding of support operations, ticketing systems, SLA management, and service workflows
- Financial acumen in billable hours, utilisation, recovery rates, profitability, and cost control
- Ability to lead, coach, and manage support teams
- Experience with support metrics and reporting to improve service
- Knowledge of treasury, payments, financial systems, or related finance environments
- Strong client relationship, stakeholder management, and analytical problem-solving skills
Service Delivery & Client Management
- Oversee end-to-end support performance across client portfolios
- Ensure SLA adherence, including response and resolution times
- Act as escalation point for critical client issues
- Monitor service quality, client feedback, and drive improvements
- Manage daily support operations, including workload distribution and backlog
- Track support metrics like ticket volume, turnaround times, and recurring issues
- Implement process improvements for efficiency and service quality
- Ensure accountability and track all support requests
- Provide regular performance and improvement reports
Team Leadership & Development
- Lead support teams to achieve objectives, set clear expectations and accountability, conduct reviews and coaching, and optimise resource allocation for service continuity.
- Manage financial performance, monitor utilisation and recovery rates, track effort variances, and provide regular financial reporting.
- Collaborate with delivery, technical, and commercial teams, ensure smooth client transitions, contribute to product and process improvements, and resolve internal dependencies.
- Address recurring issues, standardise support processes, maintain escalation governance, and lead initiatives to improve efficiency and service quality.
- Experience in financial services, banking, payments, or treasury, exposure to transaction-driven services, and familiarity with corporate client support models
The proposed salary for the role is R40k - R60k per month - the final offer will depend on qualifications, experience and skills.
Pillango Placements
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