Application Support Lead (nCino & Mambu)

GB Bank Limited; City of Westminster; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

8% company pension contribution

Private medical cover

Death in service 4x base salary

Mental health support

Enhanced parental leave

25 days holiday + bank holidays

Job summary

GB Bank in London is seeking an Application Support Lead to own and optimise nCino and Mambu platforms. You will drive incidents, releases and testing while aligning with lending, operations and risk teams to support strategic growth.

The role requires strong banking experience, ITIL knowledge and proven stakeholder management in a regulated environment. Location is Mayfair with a strong in-office presence.

Qualifications

• Significant experience supporting business-critical applications within a bank or specialist lender.
• Hands-on nCino administration, support and enhancement.
• Experience with Mambu administration or configuration.

Responsibilities

• Own ownership of nCino and Mambu as subject matter expert; maintain roadmaps and lifecycle.
• Lead application support for banking platforms; manage incidents and service requests.
• Coordinate releases, testing, and deployment; ensure regulatory compliance.
• Engage with Lending, Operations, Finance, Risk and Compliance to improve usage.
• Manage third-party vendors and ensure value for money.

Skills

nCino admin

Mambu administration

Lending operations

Incident management

Regulated environment

Stakeholder management

ITIL

Vendors management

Education

Degree in IT / related field

Tools

Jira

Confluence

Job description

About us

Join one of the UK’s fastest growing and award-winning banks.

We are a team of ambitious, passionate, hardworking, and committed people who have successfully created and launched one of the UK’s newest specialist property finance banks. As we embark on an exciting journey of growth, we are seeking exceptional new team members who possess both the ambition and drive to contribute to our vision. At GB Bank, we believe that career progression should not only be achievable but accelerated, enabling our employees to reach their potential in a supportive and dynamic atmosphere.

Our environment is fast-paced and collaborative, where your efforts are recognised, rewarded, and make a tangible impact. We take pride in fostering and open and inclusive culture that not only embraces change but also encourages continuous learning and professional development.

In this role, you will:

Be responsible for the ownership, support, maintenance and continuous improvement of the Bank's key business applications, with primary responsibility for nCino and Mambu. Acting as the subject matter expert for both platforms, the role will ensure the stability, performance and evolution of the Bank's lending and core banking technology estate.

Working closely with Lending, Operations, Finance, Risk and Technology teams, the Application Support Lead will drive platform enhancements, manage releases, oversee application support processes and ensure technology solutions continue to support the Bank's strategic growth objectives. The role requires strong banking experience and a practical understanding of lending lifecycle processes and regulated financial services environments.

Key areas of responsibility:

Application ownership

• Own and act as subject matter expert for nCino and Mambu.
• Maintain application roadmaps and prioritise enhancements in line with business strategy.
• Ensure application stability, resilience, performance and appropriate lifecycle management.
• Manage platform upgrades, configuration and technical debt.

Service and support management

• Lead application support for business-critical banking platforms.
• Manage incidents, problems and service requests, including major incident coordination.
• Produce root cause analysis and implement preventative actions.
• Maintain support documentation, knowledge articles and operating procedures.

Change, release and testing

• Own release planning and deployment activities across nCino and Mambu.
• Coordinate user acceptance testing, regression testing, defect management and business sign-off.
• Manage deployment readiness, production validation and post-release hypercare.
• Ensure changes comply with the Bank's governance, audit and regulatory requirements.

Business engagement and improvement

• Partner with Lending, Operations, Finance, Risk and Compliance teams to support and enhance application usage for business operations.
• Translate business requirements into controlled application changes and enhancements.
• Support new product launches, transformation programmes and process improvement initiatives.
• Identify opportunities to automate activity and improve the user experience.
• Work with Operational Resilience Team to ensure the availability and recovery of critical business applications.

Vendor and third-party management

• Manage relationships with nCino, Mambu, Salesforce and relevant technology partners.
• Monitor supplier performance against agreed service levels and delivery commitments.
• Coordinate escalations, technical support and enhancement activity.
• Challenge proposed solutions and ensure value for money.

Data and integration oversight

• Support application integrations, APIs and associated data flows.
• Identify data gaps and improve information capture for management and regulatory reporting.
• Work with Engineering and Data teams on platform and integration improvements.
• Maintain appropriate controls over application data and interfaces.

Skill and Experience:

Essential

• Significant experience supporting business-critical applications within a bank, challenger bank, building society or specialist lender.
• Strong hands-on experience of nCino administration, support and enhancement.
• Practical experience supporting, administering or configuring Mambu.
• Strong understanding of lending origination, booking, servicing and associated operational processes.
• Experience managing application incidents, releases, testing and service improvements.
• Experience working within a regulated financial services environment.
• Strong stakeholder management skills, with the ability to engage business users, technology teams and senior leaders.
• Experience managing third-party technology vendors and support partners.
• Working knowledge of ITIL service management principles and structured change governance.

Desirable

• Salesforce administration and configuration experience.
• SME, commercial or specialist lending experience.
• Experience of core banking migration or transformation programmes.
• Knowledge of APIs, integrations and cloud-based SaaS banking platforms.
• Experience using Jira and Confluence within Agile delivery environments.

Professional Qualifications

Essential

• Degree or equivalent professional experience in information technology, computer science or a related discipline.

Desirable

• Salesforce Administrator, nCino or Mambu certification.
• ITIL Foundation certification.
• Agile, Scrum Product Owner or business analysis qualification.

Personal attributes

• Strong ownership mentality and a proactive, customer-focused approach.
• Excellent analytical, problem-solving and prioritisation skills.
• Commercially aware, organised and detail-oriented.
• Able to communicate clearly and influence stakeholders at all levels.
• Comfortable operating in a fast-growing and changing banking environment.

What we can offer you:

• 8% company pension contribution and 3% individual contribution (which you can opt to increase)
• 25 days holiday every year plus bank holidays on top
• Private medical cover with BUPA - includes no excess + you can add family through salary sacrifice
• Death in service at 4 x base salary with Aviva
• Mental health support - through a helpline and counselling sessions
• Enhanced maternity, paternity and adoption leave

What else do I need to know?

• Location: Mayfair, London (4+ days in the office)
• Salary: Competitive
• Hours: 35 Hours per week

We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates, regardless of their age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity.

At GB Bank, we value privacy and data protection rights. We have longstanding data protection culture and promote robust ethical standards in data management. Please read our Privacy Noticein relation to our recruitment activities before submitting your application to work with us.