Senior Manager, System Support Manager - Retail Credit Approval   

Cornerstone Global Partner is working with a major Consumer Bank seeking a highly skilled and motivated Senior Manager for our System User Support, specifically focused on Retail Credit Approval. This individual will be responsible for ensuring the smooth operation of our system, providing technical support to end-users. 

Role Overview 

• Manage and Lead: Supervise, develop, and lead a team of system support professionals, providing guidance, mentoring, and ensuring adherence to best practices and standard operating procedures.
• System User Support: Provide technical support and troubleshooting assistance to end-users experiencing issues with the Retail Credit Approval system, ensuring timely response and resolution to minimize disruptions.
• System Maintenance and Upgrades: Collaborate with the IT department and vendors to manage system maintenance, updates, and upgrades. Work closely with the business stakeholders to ensure a seamless transition and effective implementation of changes.
• Escalation Management: Effectively manage and escalate critical issues to appropriate IT support teams, vendors, or management when necessary, ensuring prompt resolution and minimal impact on operations.
• Knowledge Management: Create and maintain comprehensive documentation of system support procedures, troubleshooting guides, and user manuals. Drive knowledge sharing initiatives to ensure consistent support across the team.
• Training and Development: Identify training needs and coordinate appropriate training programs for end-users to enhance their understanding and utilization of the system. Promote awareness of system functionalities, best practices, and relevant updates.
• System Enhancements and Optimization: Collaborate with business stakeholders to gather requirements, assess feasibility, and coordinate system enhancements to improve efficiency, accuracy, and user experience. Analyse data and metrics to identify areas for optimization and provide recommendations.
• Quality Assurance: Ensure adherence to compliance and security standards, including data privacy regulations, when supporting the Retail Credit Approval system. Perform regular audits and participate in testing activities to identify and resolve any potential vulnerabilities.

 Ideal Profile

• Bachelor's degree in Computer Science, Information Systems, or a related field. Equivalent professional experience will also be considered.
• 6+ years of system support experience, preferably within the consumer banking industry.
• Strong understanding of Retail Credit Approval systems, with hands-on experience in troubleshooting and supporting end-users.
• Good knowledge of statistics tools like Tableau/SAS is highly beneficial.
• Strong analytical and problem-solving skills, with the ability to think strategically and identify opportunities for system improvements.
• Proficient in documentation and knowledge management practices, with strong attention to detail.
• Ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Experience in managing vendor relationships and coordinating system enhancements or upgrades.
• Familiarity with regulatory compliance and security standards within the banking industry.