Business Support Manager – Strategic Projects, Securities and Pricing Operations

1. Role Purpose & Executive Summary

The Business Support Manager (C11 – Strategic Projects ) will lead operational enablement, End-User Computing (EUC) governance, maintenance, and tactical development within the Business Support unit.

The primary objective of this role is to own and manage the full lifecycle of active EUCs utilized across Operations, ensuring operational continuity, system stability, risk mitigation, and compliance with corporate EUC policies. The role holder will serve as the technical subject matter expert to analyze, maintain, and amend codebases in response to evolving business and regulatory requirements, while actively partnering with operational stakeholders to translate business needs into robust technical solutions, automated workflows, and newly engineered EUCs.

2. Key Roles and Responsibilities

Pillar 1

EUC Lifecycle Management & Governance

Inventory Management

Maintain, monitor, and oversee the complete inventory of End-User Computing tools (EUCs/UDAFs) utilized across Operations to ensure up-to-date documentation and active status tracking.

Health & Performance Monitoring

Conduct periodic health checks, user access reviews, performance diagnostics, and system testing on in-scope EUCs to prevent operational downtime.

Decommissioning & Strategic Migration

Identify redundant, obsolete, or high-risk EUCs and support strategic migration initiatives toward enterprise-grade, IT-supported applications or modern low-code/automation platforms.

Pillar 2

Technical Maintenance, Code Remediation & Enhancements

Code Modification & Maintenance

Review, refactor, and amend existing codebases (VBA/Macros, SQL, Python, Access/Excel data models, PowerShell, etc.) in alignment with new operational workflows, regulatory updates, or system migrations.

Bug Remediation & Troubleshooting

Act as the Tier-2/Tier-3 technical escalation point for critical EUC failures, conducting root-cause analyses and deploying emergency hotfixes and permanent patches.

Version Control & Documentation

Establish rigorous version control standards, technical runbooks, architecture diagrams, and release logs for all code updates.

Pillar 3

New Requirements Intake, Development & Strategic Projects

Business Analysis & Requirements Gathering

Lead structured discussions with Operations managers to capture operational pain points, gather functional/technical specifications, and evaluate feasibility for proposed EUCs or automation workflows.

Solution Architecture & Development

Design, build, test, and deploy fit-for-purpose, scalable EUC solutions and automation scripts adhering to clean coding standards and enterprise security guidelines.

Project Delivery & Stakeholder Alignment

Manage delivery milestones for strategic departmental projects, balancing development timelines, user acceptance testing (UAT), sign-offs, and go-live deployment schedules.

Pillar 4

Risk, Controls, Information Security & Compliance

Compliance with Enterprise EUC Policy

Enforce stringent alignment with internal Risk & Control standards, including End-User Computing Policy (EUCP), data protection, change control management, and model validation protocols where applicable.

Access Control & Data Security

Ensure robust security controls are embedded into all EUCs, including role-based access control (RBAC), data encryption, secure audit trails, and data masking/PII compliance.

Audit & Regulatory Readiness

Support internal and external audits, Compliance Quality Assurance (CQA) reviews, and Management Control Assessments (MCA) by providing full traceability of EUC changes, validation testing, and control effectiveness.

Pillar 5

Operational Stakeholder Partnership & Enablement

User Training & Enablement

Develop user guides, standard operating procedures (SOPs), and deliver training sessions to operational teams on newly built or upgraded tools.

Process Re-Engineering Advisory

Act as a trusted advisor to operations leadership by identifying process bottlenecks, data discrepancies, and opportunities for workflow optimization.

Post-Implementation Support

Monitor user adoption, evaluate post-deployment feedback, and drive continuous optimization cycles.

3. Core Competencies & Qualifications

Technical & Analytical Skills

Programming & Scripting

Strong proficiency in VBA/Excel Macros, Python, SQL, and PowerShell/shell scripting. Experience with C#/.NET or web technologies (HTML/JS) is an advantage.

Database & Data Management

Proven capability in querying, manipulating, and optimizing relational databases (SQL Server, Oracle, MS Access) and handling complex data models.

Automation & Modernization Tools

Exposure to modern enterprise workflow and automation platforms (e.g., Power Automate, Alteryx, UiPath, SharePoint lists, APIs) is highly desirable.

SDLC & Testing Methodology

Thorough understanding of the Software Development Life Cycle (SDLC) tailored to rapid EUC development, including unit testing, regression testing, UAT, and change governance.

Functional & Domain Experience

Experience Level

6–10 years of experience in Operations Support, Business Support, Process Automation, or Technical Business Analysis within Financial Services, Banking, or Global Shared Services.

EUC Policy Knowledge

In-depth understanding of corporate EUC / Model Risk / Operational Risk frameworks and regulatory audit expectations.

Project & Change Management

Proven track record of managing end-to-end tactical projects and balancing multiple conflicting priorities.

Leadership & Soft Skills

Stakeholder Management

Exceptional interpersonal and communication skills with the ability to bridge technical concepts for non-technical operations leaders.

Problem-Solving & Critical Thinking

Agile analytical mindset capable of diagnosing complex operational defects and formulating pragmatic technical solutions under tight deadlines.

Self-Direction

High level of autonomy, proactive ownership, and accountability in driving projects from ideation to delivery.

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Job Family Group

Operations - Services------------------------------------------------------

Job Family

Reference Data Services------------------------------------------------------

Time Type

Full time------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------

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