Head of Functional Communications

CUBE

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.    Why us? 🌍 CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world’s top financial institutions globally. 🚀 In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We’re a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don’t just keep up we stay ahead. 🌱 We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our “make it happen” culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. 🌐 With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success. 💡 We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance. ROLE OVERVIEW Title: Customer Support Manager Department: Customer Support Reporting Line: Head of Customer Support Working Hours: US hours (8:30 PM - 5:30 AM Manila time) Onsite Requirements: As the business requires PURPOSE CUBE is building its Manila-based Customer Support function for the CUBE Oden product as part of a 24/7 global support organisation. The Customer Support Manager will establish and lead this regional team, ensuring high-quality, responsive service delivery to CUBE's enterprise customers worldwide. Working closely with the global support, engineering, product, and customer success teams, the role sets service standards, monitors performance against agreed KPIs, drives continuous process improvement, and manages escalations. The Customer Support Manager is a critical contributor to customer satisfaction, retention, and sustainable account growth -- both through excellent day-to-day execution and through proactive, strategic leadership of the regional function. KEY RESPONSIBILITIES • Manage the CUBE Oden regional customer support function day-to-day, coordinating operations, overseeing support queues, and ensuring consistent, high-quality service delivery. • Recruit, onboard, mentor, and develop a high-performing regional team of Support Specialists in line with evolving business and customer needs. • Coach the team through complex technical and functional support issues, ensuring effective troubleshooting, clear customer communication, and adherence to service standards. • Develop and maintain strong cross-functional relationships with Engineering, Product, Customer Success, Operations, and other business functions to drive timely case resolution and meet customer SLAs. • Build and maintain a comprehensive knowledge base for CUBE Oden and extend it as the product evolves, including content for customers migrating from legacy platforms. • Lead the implementation and adoption of AI-driven support tools to improve efficiency, self-service capability, and scalability. • Manage escalations and executive communications effectively, ensuring stakeholders are kept informed and issues are resolved promptly. • Establish service standards, monitor operational performance metrics, and implement continuous improvements to process, tooling, and documentation. • Proactively manage customer expectations, satisfaction, and retention by identifying risks early and taking appropriate preventive and corrective actions. • Act as the voice of the customer internally, translating feedback, requirements, and priorities into clear improvement actions for Product, Engineering, and Operations. • Drive best practices that improve scalability, operational efficiency, and customer experience across the global support organisation. • Foster a collaborative, accountable, and customer-focused team culture aligned with CUBE's values. SKILLS & COMPETENCIES • People Leadership: Recruits, develops, coaches, and retains high-performing team members; builds a positive, customer-focused culture; and manages performance constructively at all levels. • Customer & Stakeholder Management: Builds strong, outcome-focused relationships with enterprise customers and internal stakeholders; manages escalations with composure and clear communication. • Operational Excellence: Establishes and owns SLA targets, queue management, resource scheduling, and quality assurance; monitors KPIs and drives data-informed improvements. • Problem Solving & Critical Thinking: Analyses complex technical and operational challenges, evaluates options pragmatically, and implements effective solutions at pace. • Cross-functional Collaboration: Works effectively across global, multi-disciplinary teams -- particularly with Engineering and Product -- to resolve recurring issues and improve customer outcomes. • Strategic Planning: Develops and executes plans that align regional team objectives with broader organisational goals and support CUBE's long-term growth. • Communication & Influence: Communicates clearly and confidently with customers, senior leadership, and global peers; adapts style to audience and context. • Adaptability & Resilience: Responds positively to change in a fast-paced, rapidly evolving product and business environment; maintains quality and team morale under pressure. • Continuous Improvement Mindset: Proactively identifies opportunities to improve processes, documentation, tooling, and knowledge sharing across the support function. • Time Management & Prioritisation: Manages multiple concurrent customer requirements and competing demands, prioritising effectively and meeting agreed deadlines. REQUIRED EXPERIENCE & QUALIFICATIONS • 5-7+ years of technical or functional customer support experience within an enterprise SaaS environment. • 2-3+ years in a leadership or management role within a technical support team, with direct responsibility for team performance and development. • Proven experience providing application support to external enterprise customers, including queue management, resource scheduling, quality assurance, and SLA/metrics reporting. • Demonstrated success managing customer escalations and senior stakeholder relationships, including executive-level communication. • Experience coaching and mentoring Support Specialists of all levels on day-to-day work and complex or critical issues. • Hands-on experience with enterprise ticketing and support platforms (e.g. Salesforce Service Cloud, Zendesk, Freshdesk, or equivalent). • Proficiency with knowledge management and collaboration tools (e.g. Jira, Confluence, Microsoft Teams, or equivalent). • Strong track record of building cross-functional relationships to deliver better customer outcomes. • Experience supporting global customers across multiple regions and time zones as part of a 24/7 support model. • Strong sense of ownership, with demonstrated commitment to team excellence, accuracy, and timely delivery. • Comfortable building and scaling processes in a fast-paced, high-growth environment. • Experience in or exposure to compliance, regulatory technology (RegTech), InsurTech, or other highly regulated industries is a significant advantage. WHY JOIN CUBE • Opportunity to build and shape a new regional Customer Support function from the ground up. • High-visibility leadership role with direct, measurable impact on customer experience. • Early exposure to AI tooling and best practice within customer support -- helping drive automation and efficiency at scale. • Close collaboration with global teams across Customer Support, Engineering, Product, and Customer Success. • Real influence over support processes, operational improvements, and knowledge strategy. • Clear career progression within a growing, global Customer Support organisation. Interested? If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE. CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

NextEnergy Group

THE ROLE The US & Chile Commercial Manager plays a key role in overseeing the commercial performance and compliance of assets located in the Americas in the NextEnergy III and V portfolios. This management role has a team of analysts to ensure effective revenue management, contract administration, insurance, regulatory compliance, and ESG delivery across a portfolio of assets located in US States (New York, North Carolina, Virgina and Florida) and Chile. This role helps build processes and systems to ensure smooth Commercial delivery across US and Chile and with other Wise departments, where relevant, as well as consistent reporting and finding solutions to jurisdiction issues & trouble shooting. The US & Chile Commercial Manager supports their jurisdiction-specific teams in their interfaces between internal teams, Clients and external stakeholders. In addition, this role identifies operational efficiencies within the team, mitigates risks, and supports the long-term value creation of the assets under management.   KEY RESPONSIBILITIES * Ensuring sufficient resourcing and capacity is available to effectively manage business as usual, new asset onboarding, out of scope activities and planned transformation across assets in the Americas. This includes leading recruitment and candidate offers when necessary, supported by NE III / V Commercial Lead and Global Head of Commercial, and working alongside the business’s internal Technology & Data Services team (TDS). * Ensuring power sales are completed diligently and accurately across the portfolio as per the Client’s strategy. Where necessary, work with the team/Client/NE III & V Commercial Lead to trouble shoot complex revenue collection issues. * Ensuring high levels of timely reporting accuracy and consistency across the assets. * Supporting the team in managing contractual and regulatory affairs, renewals, discrepancies and claims, working with external counsel/advisor(s) as necessary, supported by NE III / V Commercial Lead when necessary. * Ensure insurance claims and renewals are notified and completed in a timely and accurate manner. * Identifying asset optimization programmes, e.g. insurance, and working with the country team and NE III / V Commercial Lead as required. * Support Environmental, Social, and Governance (ESG) compliance and delivery. * Drive efficiency by leading planned Commercial-TDS transformation projects in NE III & V and identifying areas for transformation and improvement, working with TDS as necessary. * Identify where collaboration with Wise departments is required and carried out effectively to drive cross-functional management of assets. * Lead or support ad hoc commercial projects. * Update NE III / V Commercial Lead with key asset risks and planned mitigations accordingly and progress against transformation. * Ensure regulatory change and impact is cascaded across Wise as required to mitigate impact on asset compliance.   SKILLS & COMPETENCIES To be successful in this role, you will demonstrate: * Excellent communication and presentation skills (in English and Spanish/Portuguese advantageous) - you must be able to organize your thoughts in a way that others find clear and compelling. You will be expected to put together well-written, grammatically correct emails, presentations and other communications. When communicating verbally – whether over the phone, on video calls, in person or in meetings – you will need to be articulate and engaging. * Time management & prioritization skills - the ability to effectively manage yourself and your workload is critical. * Fast Learner – Our US portfolio spans multiple states (New York, Virginia and North Carolina) with differing PPAs and regulatory requirements in each. Being able to quickly digest, learn and adapt to these differing challenges is key * Flexibility - being an effective team player means being flexible in your approach and open to getting involved with new things, even if they are not spelt out in your job description. * Analytical and problem-solving mindset with attention to detail, capable of interpreting complex contracts, regulations, and financial data. * Strong negotiation and influencing skills to manage contracts, disputes, and external counterparties. * Commercial acumen with the ability to assess risks, identify opportunities, and optimize asset performance. * Project management skills, with experience coordinating cross-functional initiatives and ensuring timely delivery. * Delivery focus – it may sound obvious, but the ability to proactively churn through work at pace and deliver quality outputs really matters. * IT literacy - you need to be comfortable with IT systems and working with data, particularly Excel. * Passion for our mission ‘to generate a more sustainable future by leading the transition to clean energy. * Our values: be a leader, build trust, be responsible, be innovative and ‘bring your alpha’.   EXPERIENCE & QUALIFICATIONS  * Bachelor’s degree in Economics, Law, Social/Environmental Sciences, Business Administration, Engineering, or a related discipline. * Minimum of 3-5 years of experience in a commercial, contractual, or asset management role within the renewable energy sector (preferably solar). * Strong knowledge of revenue management, contracts, and regulatory compliance (US and Chile operational knowledge is advantageous). * Multi-country asset management experience. * Demonstrable experience in reporting, risk mitigation, and stakeholder management. * Experience collaborating with cross-functional teams (finance, technical, legal). * Proficiency in English and Spanish (mandatory). * Proficiency in Microsoft Office Suite (Excel – advanced level, Word, PowerPoint). * Ability to work with asset management platforms and digital tools. * Availability to travel internationally   WHAT WE OFFER * A busy role in a supportive team, with plenty of opportunities to learn. * International scope – we operate in over 8 countries. * Hybrid working – we will need you in the central Madrid/Seville at least twice a week, but you will normally be able to work remotely for the remainder of the week. * 38 days’ holiday per year (including local bank holidays and 3 of which are taken during the festive shutdown in December). * Sanitas Healthcare for you and qualifying dependents. * Annual discretionary bonus.   HOW TO APPLY If you are interested in this opportunity, please follow the link to apply or send your application to careers@nextenergygroup.com. If you have been shortlisted for the next stage, we will be in contact within 14 days.  By selecting “Apply” or sending us your CV, you indicate you have read and acknowledged NextEnergy Group’s Candidate Privacy Notice.   DIVERSITY AND INCLUSION Our approach to diversity and inclusion is a natural extension of our values. Our entrepreneurial culture inspires us to try new things, be open to different viewpoints and be bold. Our Group is committed to cultivating and preserving a culture of connectedness that values difference and gives space for individual expression. The collective sum of our individual differences, life experiences, knowledge, innovation, self-expression, and talent and hard work form the bedrock of who we are and who we aspire to be. We are committed to equal employment and advancement opportunity irrespective of race, color, ancestry, social background, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability and gender identity.

ClearBank

About us ClearBank was built on the belief that banking infrastructure would no longer slow down progress. Instead, it's the catalyst that unlocks the potential to innovate. That's why our clients — financial institutions from fintech's and crypto platforms, to banks and credit unions — use our API to power their banking infrastructure. But we wouldn't be ClearBank without our people. They're what powers our innovative technology and the reason we love what we do every day. We're a group of spirited people who are never afraid to challenge the norm - becoming stronger, more energised, and that much better when we're together. It's our belief in fairness, autonomy and choice that means our people are empowered with the tools to learn, grow, and contribute to ours and our clients' success. Interested in joining us? Read on or visit our website for more information. The Role As VP of IT Infrastructure & Operations you would take accountability for the service levels for our IT Infrastructure for both internal business operations, engineering, and our customer platform. Tech – You will manage a cross-functional team of support engineers and infrastructure/platform engineers, the team’s goal is to provide next generation technology & platforms that enable the business to excel leveraging cloud technologies Organisational – As the VP of IT Infrastructure & Operations you will be accountable for the successful strategic direction and execution of changes and support. You will have the autonomy to build/form your teams, manage how you deal with failure and how you measure and celebrate success. Culture – Promoting and feeding into the companies’ beliefs is key in this role. You will be an ambassador internal and externally. Promoting people through great mentoring and hiring across the team of mixed experience individuals. The role requires a passionate person who can manage challenging priorities and remove confusion for their team by leveraging data and business insights. The ability to be customer focused and innovative while bringing our stakeholders on the journey and helping shape the strategic direction of the business. Responsibilities • Manage and support business critical software and hardware (Data Centres & EUC) • Manage strategic supplier relationships • Make business critical buy vs build decisions. • Drive effective enterprise architecture working closely with Customer and Internal product groups. • Effective cost management (Cloud cost management, Third Parties, Development cost) • System uptime and disaster recovery management • Drive autonomy and efficiencies within engineering teams by removing cognitive load. • Ensure ClearBank is always adhering to security best practices • Improve ClearBank’s Monitoring and Alerting strategy • Mentor and nurture your team. Effective 1:1 management of your leadership team. Skip level 1:1s to understand and help communications with your wider team. • Leverage modern technologies where appropriate. ClearBank want to lead the financial industry when it comes to technology. Be a champion of those technology choices across the floor. • Manage Technology wide initiatives to drive best practices and move the platform forward as a whole. • Enable collaboration and innovation in the team and with stakeholders. Create an environment that drive positive energy and a mentality to succeed. • Define metrics and ensure we can effectively measure success. Experience • Leading people managers. • Leading technology teams. • Demonstratable experience of technology judgements and commercially viable decision • Full ownership of the software delivery lifecycle. • Able to take business problems and work independently and/or delegate to solve these. • Using best practice to improve products/services or processes. • Experience in cloud computing • Experiencing managing stakeholders • Risk Management process • Delivering software in a regulated/controlled environment • Supplier management experience • Experience Defining policies and embedding them • Experience working in a Global IT team A little bit more about us!  ClearBank is Where You Can belong:  At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:  * 42% of our senior management roles are held by women  * Our enhanced family leave policies * Launching our partnership with Code First Girls  * Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group  Our hiring process and what you can expect: Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;  Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);  First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.   Second Interview: This will be a competency-based interview with one or more members of our team. Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.   Offer: Congratulations! Get ready to transform banking forever!    Our commitment to you as a candidate:  We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.   We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.   We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!   Equal Opportunities ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.  ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.  As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.  The legal bit By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.