Head of User Support

Job DescriptionPosition OverviewThe Head of User Support is a senior leadership position that plays a critical role in shaping, managing, and enhancing the user support experience both locally and regionally across Asia. This role demands both strategic vision and hands-on expertise in optimizing the use of digital workplace platforms, with a significant focus on the Microsoft 365 (M365) ecosystem and the transition to new platforms such as Mowe (internal project).The Head of User Support will manage the transformation of the user support function, driving excellence in user experience, efficiency, and business value by leveraging the full suite of technologies provided by M365 and other evolving platforms. He / She will be the principal contact for regional teams, leading best practices and continuous improvement in digital workplace adoption.Responsibilities OverviewHe / She is responsible for: Lead and Manage Local User Support Team: Provide direct leadership to the local user support team in Singapore, fostering an environment of collaboration, accountability, and innovation. Establish clear goals and performance standards for team members, track progress, and provide regular feedback and coaching. Ensure high levels of morale, engagement, and retention within the support team. Drive User Experience Improvements: Actively assess the current user experience with M365 and the Mowe platform, identifying pain points, bottlenecks, and areas for enhancement. Design and implement strategies to improve user satisfaction, reduce friction points, and increase adoption rates. Solicit regular feedback from end users and regional business units, translating insights into actionable improvement plans. Expertise in M365 Ecosystem: Serve as the subject matter expert (SME) on the entire Microsoft 365 suite, including Teams, SharePoint, OneDrive, Outlook, Excel, Power Platform, and related collaboration tools. Continuously monitor new features, updates, and best practices within the M365 ecosystem, and disseminate this knowledge across user groups. Advise on integration of M365 with other business-critical platforms and applications. Expertise in Desktop & Conferencing Technologies: Demonstrated proficiency in laptop and desktop hardware, including lifecycle management. Familiarity with conferencing room and workplace technologies is considered an asset. Experience with deployment technologies such as SCCM for operating system imaging.Complément Regional Liaison and Point of Contact: Act as the designated go-to contact for regional teams across Asia, facilitating timely communication, support escalations, and issue resolution. Coordinate regional support initiatives, ensuring consistency of user experience and sharing successful practices between countries. Represent the user support function in regional leadership meetings and projects. Coaching and Enablement: Design and deliver coaching sessions, workshops, and training programs for both local and regional teams on maximizing M365 capabilities. Tailor enablement materials to various audiences, from beginner to advanced users, focusing on features that drive business efficiency and productivity. Champion a culture of continuous learning and digital adoption among end users and support teams. Collaboration and Stakeholder Engagement: Build strong relationships with IT, business units, and cross-functional partners to understand needs and align support services. Engage with vendor partners to optimize support outcomes and stay ahead of technology trends. Metrics, Reporting, and Continuous Improvement: Define and monitor key performance indicators (KPIs) for user support effectiveness, user satisfaction, and platform adoption. Prepare regular reports for executive leadership, highlighting achievements, challenges, and recommendations.Application criteriaCompany Crédit Agricole CIBAbout Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB) Crédit Agricole CIB is the corporate and investment banking arm of Crédit Agricole Group, the 10th largest banking group worldwide in terms of balance sheet size (The Banker, July 2022). 8,600 employees in more than 30 countries across Europe, the Americas, Asia-Pacific, the Middle-East and North Africa, support the Bank's clients, meeting their financial needs throughout the world. Crédit Agricole CIB offers its large corporate and institutional clients a range of products and services in capital market activities, investment banking, structured finance, commercial banking and international trade. The Bank is a pioneer in the area of climate finance, and is currently a market leader in this segment with a complete offer for all its clients. By working every day in the interest of society, we are a Group committed to diversity and inclusion and place people at the heart of all our transformations. All our job offersare open to persons with disabilities. For more information, please visit www.ca-cib.com Twitter: https://twitter.com/ca_cib LinkedIn: https://www.linkedin.com/company/credit-agricole-cib/ By working every day in the interest of society, we are a group committed to diversity and inclusion. All our positions are open to people with disabilities.