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 Manager will lead TreasuryONE's client-facing support function across functional system support and payment support. This 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 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. Experience & Qualifications Bachelor's degree in Finance, Business or a related field Typically 4-6 years' experience in support operations, service delivery, financial systems, banking, payments, treasury, fintech, or financial services. At least 1-3 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 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 #J-18808-Ljbffr