Head-Digital Banking(SD)

REPORTS TO

Head Solution Delivery

REPORTING INTO

Senior Manager-Digital Banking(SD

1. ROLE PURPOSE & OBJECTIVE

• Responsible for strategizing and executing delivery plans for providing best-in-class IT Application support to improve the efficiency of business processes.
• Overseeing the selection, deployment, operations and maintenance of enterprise grade business applications.
• Review the business requirement of the user departments, apply technical feasibility basis dependency on the system, business benefits along with the product and the application team and come out with the best possible business solution within agreed timelines and at the best cost.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

1. Allocation of user department & application team

• Oversee the team members' allocation and mapping to respective user departments and corresponding applications.
• Decide on the allocation of the team members basis their experience and skill sets.
• Engage with the user department and application team for critical changes or business solutions to aid the team member in documenting the requirement.
• Create and circulate the escalation matrix of the team to the user department and application team to enable them to reach out at times of need and intervention

1. Review and validate the user requirement.

• Oversee that Line of Business Applications and Enterprise Applications (integration stack, others) support business goals and meet user requirements
• Oversee that applications' development, deployment and support align with business strategies, maximizing operational effectiveness.
• Identify all high-priority items within the team and have the business solutiondocumented at the earliest.
• Review the business requirement of the user department and study the technical feasibility report.
• Review the business requirement document to check the coverage, scope, need, and impact of changes requested are detailed and complete, which will facilitate the development team to deliver without any iteration/clarification.
• Engage with the user department with the team member and take them through the solution/change proposed to check the requirements are met completely.
• Assess the proposed solution, validate the same basis bank's internal score, and decide on internal/ external development.

1. Finalization & review of business solution.

• Liaison with key business users and internal customers to understand their requirements for the year
• Analyze the usage, performance, and capacity management of existing applications and identify avenues to aid the larger management goals
• Review the compliance requirements with respect to IT and take appropriate actions to ensure conformance with all organizational norms.
• Track advancement/ changes in IT technology both within and outside the industry, analyze its utility for the organization and draft action plans in case it can aid the organization in achieving its objectives
• Decide on the best possible solution based on self-assessment of the document and inputs from the product and application team.
• Decide on the vendor in case of external application development through the Bank's internal process of scrutiny and selection.
• Monitor internal and external projects under Solution Delivery closely and update the functional head weekly on the progress.
• Engage with the relevant teams internally to support the testing and fixing of all pre-production bugs found during the testing before the movement of change to production.
• Engage with the internal and application team, take stock of all the postproduction challenges, and confirm the same has been fixed, if any.

1. Delivery of business solutions.

• Review the feedback from the user department and apply the learnings in the daily process of solutioning by the team
• Engage with the user department to understand the gaps and conduct RCA in case of non-fulfilment of requirements.
• Direct the team to create an FAQ for business solutions post-implementation based on data analysis to assist the user departments.
• Share the review with the application and project management teams in case of any technical issues that can be resolved through minor changes.
• Identify opportunities for improvements and enhancements in the existing applications basis end user inputs and analysis of new requirements (if any)
• Supervise the requirement gathering, conceptualization, design, testing, and implementation of the proposed solutions to achieve high customer satisfaction and ensure compliance with organization IT security requirements
• Oversee smooth integration of enhancements with the existing systems
• Lead the development of Application Roadmaps for enhancements by consulting business function leads, system integrators and vendors.
• Lead the Application Support Teams ensuring that collective and individual objectives of different application teams are aligned to business outcomes.

Customer (Both Internal & External)

• Engage with the application and product team in case of any further clarifications or inputs to finalize the / requirements of the business solution/change.
• Explore with the internal team and application team and decide on the viability of completing a regulatory project within agreed timelines internally or exploring externally.
• Collaborate with the application team to understand the pre or postproduction issues and support the team to resolve the same within the timelines.
• Monitor with the team internally to ensure all the necessary approvals are in place.
• Engage with the team to scout for external vendors for those identified to be sourced from the market.
• Coordinate with the project management team for significant changes or solutions

Internal Process

• Oversee the selection, deployment, upgrading and maintenance of Line of Business and Enterprise software is subject to appropriate and relevant governance.
• Review the business requirements of various user departments and identify the common need and apply the existing functionality
• Evaluate the need and usage to arrive at a standard solution like MIS, automation, data validation etc.,
• Guide the team to identify data availability before initiating the change to capture additional information to reduce inefficiency.
• Assess the impact of the changes in an application used by multiple user departments to ensure non-disruption of existing functionality.
• Oversee day-to-day incident management and bug fix resolutions, and ensure user Service Level Agreements (SLA) are met
• Review SLA adherence, user satisfaction, and compliance periodically and take regular feedback from end users to ensure high customer satisfaction.
• Communicate with IT infrastructure and security team to ensure necessary changes are done for the integration of new application solutions or enhancement.
• Review and guide the team to use the existing solution/functionality and replicate the same if that meets the user requirements.
• Implement the practice of documenting the inter-dependencies noticed by the team across system/user groups in case of a common application that will facilitate the application team to develop regression testing.
• Supervise to ensure that all the business solutions are in accordance with RBI and internal guidelines.
• Oversee that all the business solutions are completed within timelines.
• Respond to all the audit observations internal or external within the timelines decided by the management.

Innovation & Learning

• Track team performance at an overall and individual level and provide support/ guidance wherever required to ensure achievement of yearly plans
• Manage effective resource allocation, enhance the capability quotient of team members and drive higher team engagement through appropriate HR interventions
• Supervise the training and grooming of the new member to the team on the existing applications and introduce them to the user departments as well as the application team