Finance Systems Support Manager

Allen & Overy; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading global law firm is seeking a Finance Systems Support Manager to join its Finance team in London. The position requires a driven leader focused on improving support services and providing high-quality customer service. Responsibilities include managing a team, overseeing finance systems, and fostering continuous improvement. Candidates should possess strong leadership, communication, and negotiation skills, along with experience in financial information systems.

Benefits

Pension schemes

Private medical insurance

Mental health resources

Health and wellbeing services

Flexible working

Qualifications

• Proven leadership skills across multiple locations.
• Experience with 3e is essential.
• Strong understanding of financial information systems.

Responsibilities

• Manage the support team to ensure excellent customer service.
• Coordinate support calls using incident management processes.
• Propose and drive improvements in finance systems support services.

Skills

Leadership

Customer Service

Communication

Negotiation

Multitasking

Process Improvement

Tools

3e

Job description

We are currently recruiting for a Finance Systems Support Manager to join our Global Finance team in London. We are seeking an experienced support and customer service professional with a proven track record in a similar professional services environment. You must be driven to work in a high-performance finance team at a global law firm where excellent customer support, motivating a team, and building relationships across the firm are valued and recognized.

This role is responsible for the overall management and continual improvement of the Finance Systems Support Team. They provide clear structure and direction for the support team in the provision of high-quality expert financial systems support to users and will proactively lead and assist in training and user education. Additionally, they will create and maintain administration and user documentation and ensure that projects and initiatives, including service improvement initiatives, are delivered on time while promoting knowledge sharing and best practices in finance systems across the global finance function and the business.

Role and responsibilities

People Management

• Manage the support team to ensure they are motivated, effective, and providing excellent customer service.
• Set team objectives, provide regular feedback, guidance, and manage performance through reviews.
• Work with the Senior Manager to provide strategic leadership and vision, setting the direction and structure of the team for effective resource use and service delivery.

Support

• Manage and coordinate support calls using incident management processes and systems.
• Lead system setup recommendations and guide the support team through logical setup steps.
• Provide support metrics detailing volume and quality of support and administration.

Key Task Management

• Review and improve month-end processes, guiding the support team on task execution.
• Manage rotas for regular tasks, administration, and month/year-end activities.

Continuous Process Improvement

• Propose and drive improvements in finance systems support services.
• Work with Business Analysts and Development Teams to scope changes and implement solutions.
• Manage software bugs, issues, and escalation processes.

Training and Development

• Identify internal training needs, design and lead training sessions, and mentor team members.

Subject Matter Expertise

• Act as a trusted advisor on finance systems use and administration, creating documentation and guides.

Building Relationships

• Build relationships with IT Service Desk and external vendors to ensure aligned support processes and continuous improvement.

Key requirements

• Proven leadership skills across multiple locations.
• Experience with 3e is essential.
• Strong understanding of financial information systems.
• Track record of delivering quality customer service and continuous improvement.
• Excellent communication, negotiation, and proactive attitude.
• Ability to multitask, work under pressure, and manage time effectively.
• Ownership and leadership qualities to drive tasks to completion.
• Experience in managing change and supporting a remote, global support function.

If you require additional support during the recruitment process due to a disability or health condition, please contact our recruitment team for assistance.

We are an equal opportunities employer and do not discriminate based on race, color, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

Our benefits include pension schemes, income protection, private medical insurance, mental health resources, health and wellbeing services, flexible working, and more. We support hybrid working, allowing up to 40% remote work, with the expectation of in-person collaboration for the remaining time.