Job Details

• Lead a team of highly skilled production services resources/SMEs (100 – 150 employees) who operate in extended team or Follow the Sun model for the relevant Business Tech vertical.
• Ownership of “Run The Bank” functions for the relevant business vertical including 15% - 20% high critical applications.
• Drive Operational excellence through adherence to incident & change management processes; root cause analysis of the incidents and present ideas on how to prevent the incidents from occurring in future
• Drive Automation to simplify and improve based on technology strategy and master plan leveraging modern architectural patterns including AI/ML/RPA
• Drive Agile Adoption to improve the resolution time, reduced defects, team productivity and collaborative learning environment
• Operate in strong collaboration with US Leadership, local TI and CIO teams leveraging the power of people across the company
• Keep up-to-date on current and upcoming features in relevant products and platforms, industry news.
• Drive best practices approach to continuously improve Bank products, processes, and tools.
• Resolve bug, issues, improve application performance, and drive team excellence towards releases.
• Continuously discover, evaluate, and implement new technologies to enhance customer experience

• Customer Experience preferably in Retail or Banking background
• Intelligent Automation tool-kit – RPA & AI/ML
• Dev/Ops – Continuous Integration and Delivery
• Monitoring & Performance tools – Loadrunner, AppDynamics, Sonar
• Understanding of Infrastructure Optimization, API/Microservices and Cloud Engineering
• Experience in Cognitive Imaging Tech and BPM is a plus
• Agile (Scrum or Kanban) – experience in transformation from Waterfall development methodology is a plus
• Call Center Technologies – Genesys, Nuance, Nice is a plus
• ATM Technologies – Base 24 is a plus
• Experience in Development/Testing and Production Services with Digital Banking experience
• Strong Application Prod Services background; Hands-on problem solving skills with prior development background
• Experience in Retail/Wealth Banking, Customer Experience Transformation and architecture principles
• Work with senior management & stakeholders to identify problems, suggest solution and implement improvements.
• Ability to communicate and influence global stakeholders in a fast paced operating environment managing critical customer experience Run The Bank function
• Ability to lead a significant portfolio of diverse teams across 3 Hubs and drive strong employee engagement and talent development in a strategy capability
• Working knowledge of multiple technologies – J2EE or .Net, Mainframe, RDBMS/Hadoop, API driven development, AI/ML in Agile construct

Reference ID - GH/BFSI/JC//21112019//87820/VP/Sr.VP-Application Production Services