Senior Manager - Pricing Platform

Mashreq; Karachi Division; On-site; PKR 2,000,000 - 2,800,000; Full time

Job summary

Mashreq in Karachi seeks an experienced leader to manage production support for Loyalty & Pricing apps and customer experience tools like chatbot and IVR. You will drive SLA adherence, coordinate with business and tech stakeholders, and guide a team delivering high-quality support.

You will own the change lifecycle, test scope, UAT support and ongoing process improvements while ensuring 24x7 readiness and risk mitigation.

Responsibilities

• Lead production support & delivery for Loyalty & Pricing applications.
• Lead production support & delivery for customer experience apps such as chatbot, IVR.
• Lead the production Support function at technology COV locations within SLA, schedule, budget and scope, including testing & overseeing quality controls.
• Develop and execute the support strategy for technology, ensuring 24x7 support and managing systems with potential financial/operational impact.
• Involve requirement gathering, analysis, specs, test scope, UAT support, product walkthroughs and change implementation.
• Interact with Business Users, Vendors and Technology Stakeholders; vendor management; Monthly service reporting; Status updates; People management and mentoring.

Job description

• - Responsible to manage and lead the production support & delivery for the Loyalty & Pricing applications.
• - Responsible to manage and lead the production support & delivery for customer experience applications such as chatbot, IVR.
• - Responsible to lead the production Support function at technology COV locations within the SLA, schedule, budget and scope parameters, including testing & overseeing the quality and compliance controls.
• - Developing and executing the support strategy of technology by achieving objectives and goals. Accountable for 24x7 support and managing the Loyalty & Pricing system that can impact the bank with financial / operational loss, reputational issues, regulator warnings and penalties.
• - The major responsibilities include requirement gathering, requirement analysis, functional specifications and review, test scope identification, test case review, UAT support, product walkthrough and change implementation.
• - Other responsibilities include Interaction with Business Users, Vendors and Technology Stakeholders, Vendor Management Software Quality Assurance, Monthly service reporting, Periodic Status Update and People management including guiding and mentoring the team and delivering unique service by providing high quality of support.
• - Guide the team members on managing day to day operations and provide them assistance to clear the blockers they face.
• - Document the learnings and conduct knowledge sharing sessions.
• - Be open to accept new applications responsibility and to work on newer roles, learn required tech skills.