Registry Technical Support Lead

jobs.jerseyeveningpost.com-job boards; Saint Helier; On-site; GBP 55,000 - 75,000; Full time

Job summary

The Registry in Jersey seeks a Technical Support Lead to oversee escalation and resolution of complex technical issues, drive process improvements, and provide high-quality support to the Registry Senior Leadership team.

You will collaborate with internal teams and external vendors to ensure timely resolutions, robust testing of changes, and data-driven decision making across the Registry operations. A strong background in analytics, communication, and project leadership is essential.

Qualifications

• Experience leading technical support or IT operations teams.
• Strong analytical skills and data-driven reporting.
• Excellent communication and stakeholder management abilities.
• Ability to drive continuous improvement across processes and systems.

Responsibilities

• Deliver escalation points for unresolved technical issues and system faults.
• Triage and prioritise issues with internal teams and vendors to minimise disruption.
• Identify opportunities for process enhancements and justify with research and stakeholder feedback.
• Test and validate system enhancements and bug fixes for quality and stability.
• Provide management information and analytics to support decision making.
• Lead projects using established project management tools and frameworks.
• Support senior leadership with prioritisation and delivery of key projects.
• Collaborate across Registry, Customer Experience, and Operations teams.

Skills

Technical leadership

Cross-functional collaboration

Analytics

Process improvement

Communication

Job description

Our client is an established organisation that supervises the financial services industry for compliance with regulatory requirements, including anti-money laundering (AML) measures. The Registry Technical Support Lead position is based in St Helier, Jersey and is a permanent role, requiring a commitment of 35 hours per week. This key position will contribute to the enhancement of Jersey's reputation as a highly regarded International Financial Centre by streamlining technical issue resolution and optimising processes within the Registry operations.In this role, you will be responsible for resolving technical issues, enhancing system processes, and providing high-quality support to the Registry Senior Leadership team. You will engage in cross-functional collaboration with internal teams, ensuring effective communication and project delivery while maintaining the service quality expected within the sector.

JOB DUTIES:

• Deliver reliable escalation points for unresolved technical issues and system faults raised through the Customer Experience team.
• Effectively triage, prioritise and progress technical issues with internal teams and third-party vendors to ensure timely resolution and minimal business disruption.
• Identify opportunities for process enhancement, assess them, and support robust business cases informed by research and stakeholder feedback.
• Validate system enhancements and bug fixes through comprehensive testing to ensure quality, stability, and user confidence before implementation.
• Provide accurate, timely management information and analysis of trends and themes to support decision making and performance improvement across the Registry.
• Support and lead projects to achieve objectives using established project management tools and frameworks.
• Provide high-quality, proactive support to the Registry Senior Leadership team, enabling prioritisation, decision-making, and the delivery of key projects.
• Engage in cross-functional collaboration across Registry, Customer Experience, and Operational teams to support divisional and organisational objectives.

JOB REQUIREMENTS:

• The ideal candidate will be a self-driven and organised individual with pride in their attention to detail and strong communication skills.
• You should possess the ability to work collaboratively within a team using sound judgement and decision-making skills.
• Experience in process improvements, analytics, and performance reporting would be advantageous.
• A passion for making positive changes to enhance both colleague and customer experiences is crucial.
• The ability to develop new technology skills and apply analytical skills for reporting performance data is necessary to identify and support continuous improvement opportunities.

WHAT YOU'LL LOVE:

Joining our client means becoming part of a team that is known for its purpose, passion, and pride in maintaining Jersey's position as a leading International Financial Centre. You will have the opportunity to contribute meaningfully to financial crime prevention while enhancing user experiences across the Registry. The role provides a unique working experience, where you can make a difference while being part of a diverse and committed team that enjoys their work.