Head-Payments (ASM)

SIZEOF THE ROLE

FINANCIALSIZE

NON-FINANCIALSIZE

• Manage10 to 15 Vendor and Ujjivan team members
• Ensureno failure in Payment transactions
• Managethird party vendors

1. KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Primary

• Expertisein people management, stake holder management and leadershipskills
• Shouldbe hands on in managing Payments application (NEFT, RTGS, UPI,IMPS, ATM, POS and other third-party products customerfacing applications in the Bank environment
• In-depthknowledge in all payment applications and other integratedapplications like CBS, Internet and Mobile banking.
• MasteryofIL (InformationTechnology Infrastructure Library) principles and beset practicesof ITSM (IT Service Management)
• In-depthknowledge of escalation procedures, incident management, andother disciplines related to service delivery
• Ensurehigh quality deliverables, handle complicated escalations, andensure highest customer experience.
• Takingownership of critical incidents, coordinating with resolutionparties, resolving all the incidents & service requestswithin established TAT and SLAs, establishing effectivecommunication between stakeholders for post-incident reviews
• Ensurehigh availability of the Payment application Applications andtechnical decline is less than 0.5%.
• Maintaininghigh performance levels for service-related processes, andimplementing improvement activities wherever necessary
• Ensuringregular DR drill is done with less RTO.
• Developinga deep understanding of projects to gain insights into thescope of service delivery
• Accountablefor service delivery performance, meeting business / end userexpectations, and driving future demand
• Analyzethird-party as well as internal processes, and creatingstrategies for service delivery optimization
• Recommendingmethods of improvement and seeing that actions are implemented ontime for service delivery upgrades
• Providingaccurate and to the management on performance of the servicedelivery
• Leadingpersonnel management, including staff recruitment, performanceassessment, training, and mentoring
• Buildingstrong relationships with teams and stakeholders to enableeffective dialogue exchange between departments

Compliance/ Regulatory

• Facilitateall business verticals and IT infra teams across all verticals tocarry out BCP simulation / DR drills as per approved schedule
• Ensurecompliance to all regulatory norms/guidelines issues on regularbasis at Bank level by providing guidance, checks &evaluation of the findings to bring them to the closure andreviewing the impact of implementation of the complianceobligations of the regulatory guidelines
• Maintainan MIS of all the incidents & service requests raised by endusers, branches with RCA findings on incidents, provideconsolidated review findings on S1 & S2 incidents
• Appraiseall the stake holders & functional heads the level ofcompliance and failures, if any, so that prompt/corrective actionis taken
• Conductweekly & monthly reviews with vendor support teams onimplementation of the required service improvement measures ininternal procedures as formulated from time to time
• Submitthe report on breaches/non-compliances immediately to thevertical heads
• Conducttimely follow-up, documentation and status of action plans, openissues identified during service quality assessments withrespective vendor support teams
• Maintaina database of incidents raised and fixes given with RCAs

Customer

• Accountablefor service delivery excellence, meeting business / end-userexpectations and driving future demand
• Buildingstrong relationships with teams and stakeholders to enableeffective dialogue exchange between departments
• Responsiblefor the Test of Design and Test of Operating Effectivenessthrough IFC testing.

InternalProcess

• Experiencein dealing with third-party-provided services
• Operationalability in a diverse, large-scale environment
• Exceptionalend user management skills
• Strongorganizational skills
• Abilityto manage and prioritize tasks efficiently
• Solidresource planning and problem solving skills
• Readinessto demonstrate a proactive attitude
• Excellentverbal and written communication skills

Learning& Innovation

• Updatesself with prevailing regulations, notification, circulars andguidelines of the regulators and statutory bodies, anddisseminate the information regarding new regulatory developments
• Conductappropriate trainings/workshops pertaining to IT ServiceManagement relating to Channels Applications.
• Ensureadherence to training man-days/ mandatory training programs forself.
• Capacityto train and guide junior team members
• Ensuregoal-setting, mid-year review and annual appraisal processhappens within specified timelines for self and team

1. MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Bachelor'sor Master' Degree

Experience

• Shouldhave min.15+ years of exp. In Bank IT service management vertical

Certifications

• Asappropriate

FunctionalSkills

• Soundknowledge of Payment application & the evolving practices forthe management of service delivery and Knowledgeof ITSM best practices
• Knowledgeof Payment Applications services offered by Bank branches andBusiness; end user relationship management,
• Knowledgeof RBI polices and guidelines relevant to SFB
• Complianceand VAPT.

BehavioralSkills

• Goodteam player
• Abilityto work with cross functional teams to deliver desired outcome
• Good analytical skills
• Good written communication andpresentation skills
• Highstandards of integrity and ethics

CompetenciesRequired

• Planning& Organizing
• DrivingExecution
• Collaboration