Vice President - Application Services

Commercial Bank International; Sharjah; On-site; AED 200,000 - 300,000; Full time

Job summary

A financial institution in Sharjah is looking for a Manager of Applications Support. This role involves overseeing a team to provide remote support, manage customer inquiries, and ensure compliance with regulations. The ideal candidate has a Bachelor's degree in IT and at least 10 years of experience in the banking industry, with strong managerial skills. This position is crucial for maintaining uninterrupted service and driving continuous improvement within the bank.

Qualifications

• A minimum of 10 years of experience in the Banking Industry.
• At least 3 years in similar positions of progressively increasing managerial responsibilities.

Responsibilities

• Manage the Applications Support team to ensure error-free service.
• Oversee customer inquiries and complaints for continuous support.
• Ensure disaster recovery facilities are in place.

Education

Bachelor’s degree in computer science, IT or any related field

Job description

Job Purpose

To manage the Applications Support team in providing remote support in order to maintain an error free and uninterrupted service of CBI applications and continuously available support to facilitate user interaction with these applications.

Key Accountabilities

Strategic Contribution

• Ensure effective cascading of the functional strategy into department business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies.

People Management

• Manage the effective achievement of assigned objectives through the leadership of the department by setting of individual objectives, managing performance, developing, and motivating staff to maximize sectional performance.
• Lead the talent development initiatives for the assigned department, collaborating with CBI technical/discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned department to foster a value driven culture within the bank.

Budgeting and Financial Planning

• Manage the preparation and recommend the department budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines.

Policies, Systems, Processes & Procedures

• Manage and ensure effective implementation of functional policies, procedures and controls covering all areas of assigned department activity so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Customer Care

• Oversee the reception of customer inquiries and complaints through phone, email, or generated tickets in order to provide continuous Applications Support to inquiring end users.
• Manage the resolution of issues and provide guidance when necessary to answer customer queries or refer them to the appropriate party in line with CBI’s quality standards for customer support.

Troubleshooting

• Manage the investigation of issues and inquiries raised by individual users to determine the required course of action to resolve the issue or escalate it to the concerned department.
• Manage the investigation of complaint received from CB UAE (Central Bank) and related to IT Applications in order to resolve them and remain compliant to the established laws and regulations.

Remote Technical Support

• Oversee the provision or remote technical support for CBI Applications through the remote access of user’s PC and ensures the resolution of enquiries received from Customer Care.

Access Control

• Manage the provision of user access and permissions to the existing CBI applications as approved by the concerned department and in line with CBI policies and regulations.

Delivery and Quality

• Ensure that approved processes for Applications Support are followed and follow-up on any identified issue to ensure compliance with regulations and standards of service quality.
• Contribute to user awareness by coordinating user-targeted trainings, workshops, and other forms of communication in order to ensure their understanding of new and existing applications.
• Develop recommendations for the automation of the processes, when possible, in order to promote a self-service culture that will render user issue resolution easier and more efficient.

Disaster Recovery

• Ensure disaster recovery facilities are in place to enable the bank to recover application services in the event of an emergency.

Continuous Improvement

• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Ensure that all unit reports are prepared timely and accurately and meet CBI requirements, policies, and quality standards.

Qualification & Experience

Minimum Qualification

• Bachelor’s degree in computer science, IT or any related field.

Minimum Experience

• A minimum of 10 years of experience in the Banking Industry, of which at least 3 years in similar positions of progressively increasing managerial responsibilities in a similar function.