Business Manager, Finance Services – ANZ

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Role Overview

The Technical Support   & Operations   Manager is accountable for managing and improving platform support operations for a region,   domain   or platform portfolio. The role requires technical acumen, problem-solving   strength   and the ability to lead support teams delivering reliable,   efficient   and customer-focused service across   Xvantage , X4V, XI and related marketplace capabilities.

The manager   establishes   operational standards, performance discipline, escalation paths, documentation, knowledge   practices   and continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, Vendor   Management   and external partners to resolve issues and improve platform reliability and customer experience.

Key Responsibilities

- Lead,   mentor   and manage a technical support team responsible for platform support, operational stability, ticket resolution,   escalations   and customer/vendor experience.

- Set clear   objectives , performance standards, operating   expectations   and feedback routines to improve productivity,   engagement   and ownership.

- Oversee daily support operations, ensuring user issues are triaged, progressed,   resolved   and escalated effectively.

- Establish and   maintain   tiered or swarming support models for escalations, complex   issues   and critical incidents, coordinating with global and cross-functional teams as needed.

- Serve as   escalation   point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor   teams   and external partners to drive resolution.

- Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug   conversion   and cost-to-serve improvements.

- Identify   recurring issues and process gaps; implement long-term solutions, streamlined processes, automation   opportunities   and continuous improvement actions.

- Ensure compliance with regional data privacy, security, support operating standards and   required   documentation practices.

- Develop training plans, knowledge assets,   runbooks   and documentation to strengthen team capability and reduce reliance on tribal knowledge.

- Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor   issues   and progress against improvement objectives.

Required Experience & Skills

Area

Requirement

Experience

7+ years in technical support, platform support, SaaS operations, customer support   operations   or related field; people management experience   required .

Technical Acumen

Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring   signals   and support impact.

Leadership

Experience leading support teams, creating operating discipline, managing   escalations   and building strong associate engagement.

Operational Excellence

Strong KPI management, process improvement, documentation, KCS/self- service   and continuous improvement experience.

Stakeholder Management

Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

Success   Metrics

- Improved MTTR, CSAT, response discipline, KCS   adoption   and overall support quality.

- Reduced recurring issues, avoidable escalations, ticket   volume   and cost-to-serve.

- Stronger   support   readiness for launches, releases, vendor   onboarding   and platform transitions.

- Higher team capability through training, knowledge management, documented   runbooks   and consistent operating standards.

- Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.