Newgen Technical Support Manager

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

SUMMARY/OBJECTIVES

The Newgen Technical Support Manager will be a pivotal leader in the organization, overseeing the implementation, optimization, and support of the Newgen Consumer Loan Origination system. This role requires a combination of strategic insight, technical acumen, and effective leadership. The Manger will work closely with the Newgen product team and internal stakeholders, ensuring our bank leverages the full capabilities of Newgen. Additionally, the manager will champion agile practices and drive the adoption of Newgen across the organization.

The Newgen Technical Support Manager will provide design perspectives to the implementation team to maintain consistency, stability, scalability and supportability of the solution and processes. They will also advise and design how the platform will integrate with other key systems across the organization. This individual must stay current on the vendor's solution capabilities and product roadmap and will maintain the organizational roadmap for the solution.

ESSENTIAL FUNCTIONS

• Strategic Leadership:

  • Drive the vision and strategy for leveraging Newgen Consumer Loan Origination Platform and other related tools across the bank.

  • Ensure solutions align with the bank's business goals and objectives.

  • Enhance department and organization reputation by accepting ownership for department outcomes, exploring opportunities to improve IT service delivery.

  • Develop and monitor expected system performance and availability by establishing SLAs where they do not exist, instituting technology standards and processes.

  • Focuses attention on quality and timeliness of deliverables, adhering to deadlines.

• Technical & Operational Management:

  • Work cross-functionally with various departments to gather requirements and feedback.

  • Oversee team of Newgen System administrators who implement the design, development, and deployment of Newgen features and functionalities.

  • Monitor and ensure the reliability, performance, and data integrity of the platforms.

  • Ensure Newgen application administration, development, and support functions are dynamic and consistent with technology standards and processes.

  • Manages integration efforts with APIs, including third party services; ensures comprehensive documentation is maintained explaining usage and endpoints.

  • Effectively coordinate across lines of business and support groups to ensure consistency and alignment with business needs and IT policies, standards, and procedures.

  • Monitor Newgen SDLC ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required.

  • Ensure solution complies with all bank policies, procedures and IT standards - as well as state, federal, and regulatory requirements.

  • Serve as a resource to develop and drive the execution of the technical roadmap and vision for the platform and integration points in partnership with cross-functional leaders, for a holistic approach to Consumer Lending end-to-end maturity.

• Collaboration & Product Team Engagement:

  • Engage deeply and frequently with the Newgen product team, facilitating seamless communication and collaboration.

  • Promote collaboration with other IT teams - Enterprise Architecture and Integration, Technology Services, Core Application Services, IT Governance, and Information Security.

  • Coordinate with the lines of business as needed for application testing of new Newgen releases, bug/data fixes, and organizational changes.

  • Participate in future conversions and configurations planned for the Bank as part of our roadmap.

  • Provide strategic direction and support for the Newgen application, business partner engagement, and process design to unify stakeholder relationship management competencies with technology service delivery capabilities.

  • Ensure that application administrators and Newgen developers work collaboratively with organizational partners to meet strategic objectives, regulatory compliance, risk management requirements, and that industry leading best practices are leveraged and adhered to.

• Training, Support & Adoption:

  • Spearhead training and knowledge transfer initiatives to enhance user proficiency and adoption of the solution.

  • Offer ongoing support to users, addressing platform-related queries and concerns.

  • Drive Newgen end-user adoption, ensuring tools are fully integrated into daily operations.

  • Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments and develop expertise in services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery.

  • Occasional night and weekend support as business needs dictate.

• Agile Practices:

  • Foster an agile mindset and practice within the team, enhancing project efficiency and responsiveness.

  • Promote continuous learning and improvement, keeping pace with evolving platform features and banking industry trends.

• Budget & Vendor Management:

  • Manage the budget to meet financial objectives by forecasting requirements and participating in the annual budget and strategic planning processes.

  • Ensures judicious use of Company resources ensuring effective allocation for the greatest outcome.

  • Liaise with external vendors and consultants, ensuring value-driven partnerships.

  • Engage application vendors and third-party build relationships to ensure that new application features and functionality are carefully considered and implemented.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Excellent communication and facilitation skills.

• Strong understanding of technology support requirements for bank credit and lending operations.

• Good understanding of consumer loan origination processes, loan operations, and other business practices and workflows.

• Proven ability to manage/lead technology teams while fostering strong business partnerships.

• Subject matter expertise and consulting competencies to engage and facilitate collaboration with business leaders and technology providers.

• Ability to learn and grasp new concepts and business processes quickly.

• Detail-oriented with ability to communicate with diverse stakeholders.

• Proficient at communicating technical information to non-technical audiences.

• Organizational skills: ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic environment, independently and within teams.

Qualifications, Education, and certification Requirements

• Education: Bachelors' degree required in Information Technology or related discipline. Advanced degree preferred.

• Experience: Project Management, Incident Management, Management Proficiency, Coaching, Supervision, Staffing, Developing and Tracking Budgets, Process Improvement, Self-Development, Planning, Performance Management, Reporting & Metrics, IT Risk. 10+ years in financial services and technology management.

• Certifications/Specific Knowledge: Advanced knowledge MS Office tools, particularly Excel, PowerPoint, Visio, Word, and SharePoint. Project Management Professional certification. Agile software delivery certifications preferred.

TRAINING REQUIREMENTS/CLASSES

• Required annual compliance training.

• Cross departmental training, Management/Leadership

• New Employee Orientation

• ITIL v4 Foundation Certification

PHYSICAL DEMANDS

Must be able to stand and/or sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, reports, and cash denominations, and identify customers.

WORK ENVIRONMENT

Telecommuting roles, no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.

Benefits | SouthState Careers

Equal Opportunity Employer, including disabled/veterans.