Head Of User Support H/F Crédit Agricole CIB

Position Overview
The 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 Overview

He / She is responsible for:
· Lead and Manage Local User Support Team:
o Provide direct leadership to the local user support team in Singapore, fostering an environment of collaboration, accountability, and innovation.
o Establish clear goals and performance standards for team members, track progress, and provide regular feedback and coaching.
o Ensure high levels of morale, engagement, and retention within the support team.
· Drive User Experience Improvements:
o Actively assess the current user experience with M365 and the Mowe platform, identifying pain points, bottlenecks, and areas for enhancement.
o Design and implement strategies to improve user satisfaction, reduce friction points, and increase adoption rates.
o Solicit regular feedback from end users and regional business units, translating insights into actionable improvement plans.

· Expertise in M365 Ecosystem:
o 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.
o Continuously monitor new features, updates, and best practices within the M365 ecosystem, and disseminate this knowledge across user groups.
o Advise on integration of M365 with other business-critical platforms and applications.

· Expertise in Desktop & Conferencing Technologies:
o Demonstrated proficiency in laptop and desktop hardware, including lifecycle management.
o Familiarity with conferencing room and workplace technologies is considered an asset.
o Experience with deployment technologies such as SCCM for operating system imaging.