About the Role
Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. We nurture a diverse, inclusive community where every voice is valued. Join a team of highly skilled and talented professionals in Group Business Services (GBS), who play an integral role in driving our strategy, growth, and digital evolution. Partner with us to achieve exceptional customer experience through outstanding service and support.
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Key Responsibilities
Service Delivery
- Manage technology lifecycle across the agreed portfolio, from run to change to vendor liaison, performance assessments, and identifying areas for improvement around agreed performance metrics and SLAs.
- Work with business stakeholders to understand needs and requirements; iteratively improve the technology landscape to maintain a modern, safe, and relevant tech stack.
- Conduct competitive and vendor research and review data to prioritize technology-related service delivery.
- Remove blockers and issues; communicate squad performance using facts, data, and evidence with squads, tribes, platforms, and business stakeholders.
- Contribute to platform and squad deliverables to ensure achievement against agreed turnaround times (TATs).
- Drive change control and ensure high availability levels within agreed thresholds.
- Engage across Technology platforms to drive solutions and alignment around prioritized deliverables.
Resource Management
- Develop and maintain an appropriately prioritized backlog of work in enterprise work management tools (e.g., Jira) and across key platforms, ensuring data dashboard and reporting accuracy.
- Optimize contract and system performance to meet requirements.
- Manage human capital and technology resources within agreed guardrails, budgets, and operational outcomes.
- Mitigate risks and manage Standard Operating Procedures (SOPs), dependencies, and issues for the squad, including reducing technical debt to ensure compliance with requirements.
Stakeholder Management
- Collaborate with prospective users and stakeholders to understand and anticipate their needs, translating them into product requirements.
- Help stakeholders understand the business model, value, and value proposition of the deliverables being implemented.
- Act as the main point of contact between teams and stakeholders for accurate information flow.
People Management
- Manage self and team in line with people management policies and procedures to maximize individual and team contributions to business performance.
- Organize and supervise team activities to ensure targets and objectives are achieved in line with required policies and processes.
Policies, Processes, Systems and Procedures
- Implement approved departmental policies and ensure employee adherence to maintain the required service standards.
Continuous Improvement
- Motivate the team to identify and implement change initiatives, programs, and projects in accordance with the Bank’s standards.
Customer Service
- Demonstrate Our Promise and apply service standards to deliver the required levels of service in all customer interactions.
Ideal Candidate Experience
- Minimum 6 years of experience in Technology functions or Digital organizations.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- Expertise in Service Delivery Excellence, Product Management, and Agile methodologies.
- Strong analytical, problem-solving, written, verbal, and presentation skills.
- Ability to collaborate, multi-task, and meet deadlines.
- Stakeholder relationship management and planning/prioritization skills.
- Numerically astute.
What We Offer
- Competitive Salary: All employees can participate in rewarding variable pay plans.
- Comprehensive Benefits Package: Market-leading medical insurance, group life and personal accident insurance, paid leave and airfare, preferential rates on loans, staff discounts, and children education assistance (for certain job levels).
- Flexible and Remote Working Options: Flexible arrangements to support work-life balance, subject to eligibility and job requirements.
- Learning and Development Opportunities: Continuous learning through structured courses, an e-Learning catalog, on-the-job training, and professional development programs.
Join us to create a respectful, caring, and disciplined work environment that aligns with your career ambitions.
