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About the Role

The Application Support Lead will be responsible for the ownership, support, maintenance, and continuous improvement of the Bank's key business applications, primarily nCino and Mambu. This role acts as the subject matter expert, ensuring the stability, performance, and evolution of the Bank's lending and core banking technology. You will collaborate with various teams to drive platform enhancements, manage releases, oversee support processes, and ensure technology solutions align with strategic growth objectives. Strong banking experience and a practical understanding of lending lifecycle processes and regulated financial services environments are essential.

Responsibilities

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

Requirements

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.
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.
Degree or equivalent professional experience in information technology, computer science, or a related discipline.
Salesforce Administrator, nCino, or Mambu certification.
ITIL Foundation certification.
Agile, Scrum Product Owner, or business analysis qualification.
Strong ownership mentality and a proactive, customer-focused approach.
Excellent analytical, problem-solving, and prioritization 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.

Skills

nCino administration
Mambu administration
Lending origination
Lending booking
Lending servicing
Application incident management
Release management
Testing
Service improvement
Stakeholder management
Vendor management
ITIL
Salesforce administration
Jira
Confluence
APIs
Integrations

Location

Mayfair, London

Work Type

Onsite (4+ days in the office)
Full-time

Experience Level

Significant experience supporting business-critical applications
Strong hands-on experience
Practical experience
Experience managing application incidents, releases, testing and service improvements
Experience working within a regulated financial services environment
Experience managing third-party technology vendors and support partners

Education Level

Degree or equivalent professional experience in information technology, computer science or a related discipline
Salesforce Administrator, nCino or Mambu certification
ITIL Foundation certification
Agile, Scrum Product Owner or business analysis qualification

Salary/Compensations

Competitive

Benefits

8% company pension contribution and 3% individual contribution
25 days holiday plus bank holidays
Private medical cover with BUPA
Death in service at 4 x base salary
Mental health support
Enhanced maternity, paternity and adoption leave

About the Company

One of the UK’s fastest growing and award-winning banks.
A team of ambitious, passionate, hardworking, and committed people.
Successfully created and launched one of the UK’s newest specialist property finance banks.
Seeking exceptional new team members who possess both the ambition and drive to contribute to our vision.
Believes that career progression should not only be achievable but accelerated.
Offers a supportive and dynamic atmosphere.
Fast-paced and collaborative environment where efforts are recognised, rewarded, and make a tangible impact.
Takes pride in fostering an open and inclusive culture that embraces change and encourages continuous learning and professional development.
Values privacy and data protection rights.
Has a longstanding data protection culture and promotes robust ethical standards in data management.

Equal Opportunity

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.