Head of Partner Operations and Support

2 weeks ago

Gisborne, Gisborne, New Zealand Temenos Headquarters SA Full time

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

We serve 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

We are seeking a dynamic and experienced Head of Partner Operations and Support to lead and scale our partner operations and support function. This role is critical to ensuring the success of our partner ecosystem by providing exceptional operational support, fostering strong relationships, and driving the effectiveness of our financial services software platform through strategic partnerships.
The ideal candidate will have a deep understanding of financial services, software solutions, and partner ecosystems, coupled with a strong operational and leadership background.
This role will report into the EVP, Global Alliances and Partner Ecosystem.

Location: preferably East Coast

OPPORTUNITIES

  • Partner Operations Management:
    • You will oversee the end-to-end operational processes supporting the partner ecosystem, ensuring seamless integration, onboarding, and ongoing support.
    • You will develop and refine operational workflows, SLAs, and KPIs to optimize partner performance and satisfaction.
    • You will collaborate with product and engineering teams to address partner-specific technical requirements or challenges.
  • Partner Support Leadership:
    • You will build and lead a world-class partner support team to provide timely, accurate, and high-quality technical and operational assistance.
    • You will establish and monitor support frameworks to resolve partner inquiries, escalations, and incidents efficiently.
    • You will develop and implement strategies to enhance partner satisfaction and loyalty through proactive communication and problem-solving.
  • Strategy and Program Development:
    • You will define and execute the vision and strategy for partner operations and support, aligning with company objectives.
    • You will identify opportunities to streamline operations, reduce friction, and scale support functions as the partner ecosystem grows.
    • You will design and implement partner training and enablement programs to maximize the effectiveness of partnerships.
  • Stakeholder Collaboration:
    • You will act as the primary liaison between internal teams (sales, product, engineering, customer success) and partners, ensuring alignment on objectives and priorities.
    • You will communicate partner insights and feedback to internal teams to influence product development and service improvements.
  • Data-Driven Decision Making:
    • You will monitor and analyze operational and support metrics, using data to drive continuous improvement.
    • You will provide regular reports to leadership on partner operations, support performance, and key trends.

SKILLS

  • You should have 8+ years in partner management, operations, or support roles, preferably within the financial services or software industry.
  • You will have proven experience leading teams and scaling operations in a fast-paced environment.
  • You will have a strong understanding of financial services software and SaaS business models.
  • You will have excellent leadership, communication, and relationship management skills.
  • You will have Proficiency in CRM and support tools (e.g., Salesforce, Zendesk).
  • You will have a Data-driven mindset with strong analytical and problem-solving capabilities.
  • You will have the ability to manage cross-functional teams and prioritize competing demands effectively.

VALUES

  • Care about establishing interest, trust, and credibility towards our clients, but also your internal stakeholders.
  • Commit to the Partner operations plan in accordance to Temenos strategy. Maintain a rolling pipeline of at least 3x annual target.
  • Collaborate to maintain the highest standards of Temenos through self-motivation, ambition, and focus. Be a truly Temenosity ambassador
  • Challenge yourself to achieve sales targets and strive to keep Temenos at its highest level in the market.
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