Core Banking Support Team Lead

 The Position

As a Core Banking Support Team Lead, you will be responsible to ensure that all our global customers receive excellent support. You’ll accomplish this through your team of currently 3 support specialists.  

Our customers are financial institutions ranging from regulated banks, through finance companies to fintech startups. We have customers who operate traditionally through branches or agents as well as customers who engage purely through digital channels with their end clients. 

Based on the inherent complexity of core banking platforms as well as the wide range of operational setups of our customers, we are looking for a candidate who has long lasting experience in financial services. This will allow to understand our customer’s operational challenges, quickly learn the our products and guide the team during their day to day work. 

Besides a hands-on approach to supporting our customers, you will have the opportunity to build out the support team including internal processes, handover between support, customer success, implementation and product teams as well as through new hires and training. 

Currently the support team is based in the Philippines, customers are split between Sub-Sahara Africa and South East Asia. Candidates can work (partially) remote but need to be based in either the Philippines, Nigeria or in Europe. 

Responsibilities:

• Lead and mentor a team of support specialists. 

• Ensure high customer satisfaction and effective issue resolution. 

• Serve as the primary contact for escalated issues. 

• Develop a deep understanding of our products and customer operations. 

• Design and implement support processes, including handover coordination with other teams. 

• Oversee daily support operations and adherence to SLAs. 

• Gather and analyze customer feedback for product improvement. 

• Consult on and contribute to documentation including technical guides and training materials. 

Qualifications:

• 3+ years of experience in technical support or customer service roles within the banking or fintech industry, specifically in B2B (business-to-business) environments, with a focus on core banking software or loan management. 

• Team management experience 

• Understanding of APIs and technical support best practices. 

• Accounting knowledge would be a plus. 

• Experience with customer support software and tools (ideally Zendesk), including their configuration to support management of SLAs and KPIs. 

• Strong analytical and problem-solving skills. 

• Excellent written and spoken English. 

• Cultural sensitive across Africa and Asia 

What you can expect:  

• Competitive remuneration package   

• Work with a successful, global SaaS company 

• Challenging projects with the opportunity to work on cutting-edge technologies and solutions  

• A fast-paced, collaborative environment where your ideas and contributions are valued  

• An international team of passionate and talented professionals, fostering a diverse and inclusive workplace culture  

• Flexible work environment  

• Provision of top-notch equipment 

• Extensive opportunities for professional development and growth, including access to a training budget  

About Oradian

At Oradian, we are passionate about enabling banks and fintechs to scale through technology.  

We partner with financial institutions, fintechs and neobanks, South East Asia and Africa to deliver highly efficient financial services. 

Our solution is a flexible SaaS core banking platform serving 10s of millions of clients across the globe. We support more than 50 enterprise customers across 12 countries, and we always strive to innovate new ways to support our customers’ growth. 

We love what we do, so a positive attitude and passion for our mission are essentials for our team! If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty – look no further. 

Application Instructions

Please pay attention to the following, so we can properly review your application:  

• Your application is in English   

• Your e-mail address is spelled correctly. 

Some candidates might be requested to provide past employer references during the recruitment process. 

We aim to get back to all candidates as soon as possible. Thank you!