Head-Payments(ASM)

ROLEPURPOSE & OBJECTIVE

Therole will be required to provide leadership to the IT ServiceManagement team managing Channels Applications in running supportfunctions of all business functions, L1&L2 teams, incidentmanagement. It involves the production management, post productionservice delivery, end user management, supporting delivery ofsoftware projects, operational planning & improvement andtechnology adoption initiatives across various Industry verticalsand geographies in Digital and Business Enterprise Applications.

NON-FINANCIALSIZE

• Manage10 to 15 Vendor and Ujjivan team members

• Ensureno failure in Payment transactions

• Managethird party vendors

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

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