Vice President - Technology (BPO - Life Insurance)

Quess (Philippines) Corp; Pasay; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

A leading company in the technology delivery sector seeks a dynamic professional to manage operations in a core banking environment. The ideal candidate will leverage extensive experience in technology solutions, drive service improvement initiatives, and maintain strong client relationships. This senior role requires a collaborative spirit, an understanding of complex technologies, and the ability to navigate 24/7 operational demands.

Qualifications

• Graduate with preference for B.E. / B.Tech and industry recognized certifications like ITIL/ITSM.
• Minimum 15+ years managing service delivery for large clients in the Banking industry.
• Willingness to work in a 24 x 7 environment.

Responsibilities

• Manage technology delivery operations in core banking environments.
• Lead technology service delivery reviews and ensure SLA adherence.
• Identify and implement service improvement initiatives.

Skills

Thought Leadership

Data led solutions identification

Financial expertise

Good understanding of Technology solutioning

Good presentation skills

Analytic skills

Education

B.E. / B.Tech

Certifications like ITIL/ITSM

Tools

Microsoft PowerPoint

Microsoft Excel

MS Project

Visio

Job description

Basic Function:

• Extensive experience in managing Technology Delivery / Operations in a core banking environment systems with a good understanding of artificial intelligence, big data, blockchain, cloud, and payments

• Responsibilities include Solution led Business Growth, RFP responses, eTech pricing, Solution design and implementation / governance

• Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirement.

• Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.

• Lead Technology Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.

• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.

• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.

• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Core Skills

• Thought Leadership, Data led solutions identification / evangelization, sfinancial expert

• Responsible for client service delivery of multiple client relationships / lead a complete domain or vertical in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract

• Good understanding of Technology solutioning, design, networking technologies (MPLS, IPSEC VPN, SD-WAN) , basic knowledge of AD and cloud technologies

• Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations.

• Good presentation and Analytic skills on Microsoft Powerpoint / Excel etc.

• Responsible for leading the adoption of Key Enterprise capabilities

Primary Internal Interactions

• Leadership of Business Operations

• All Technology Sub-Functions and Leaders

Primary External Interactions

• CIO’s / CEO’s of client Organization

• Technology Leaders from Banking and Financial Sectors

• Cloud Providers like AWS / GCloud or Azure

• Suppliers and Partners including ISP’s / system integrators etc.

SKILLS

Technical Skills

• Good understanding of Networking, Systems, Voice and business applications.

• An industry recognized certification like ITIL / ITSM is an advantage.

Process Specific Skills

• Ability to interface and communicate at all levels within EXL and Client organizations.

• Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.

• Working knowledge of MS office, MS Project and Visio.

Soft skills (Desired)

• Good presentation and interpersonal skills.

• Excellent problem solving skills in a cross functional environment

Soft Skills (Minimum)

• Strong verbal and written communication skills

• Strong customer service orientation ability to connect with global customers and work with Global teams.

• Good listening and consultative skills.

Education Requirements

Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM

Work Experience Requirements

• Minimum 15+ years in managing service delivery of large client relationship in Banking industry

• Willingness to work in a 24 x 7 environment.