Senior Manager - Pricing Platform

Mashreq Careers; Pakistan; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Mashreq Careers is seeking a seasoned professional to lead production support and delivery for Loyalty & Pricing applications. You will also oversee support for customer experience apps like chatbot and IVR, ensuring SLA-compliant operations across multiple locations with testing and quality controls.

The role requires developing strategic support plans, managing 24x7 operations, and coordinating with business users, vendors, and technology stakeholders while mentoring a team and driving

Responsibilities

• Lead production support & delivery for Loyalty & Pricing apps.
• Lead production support for customer experience apps (chatbot, IVR).
• Manage production support at technology COV locations within SLA, schedule, budget & scope; oversee testing & quality controls.
• Develop and execute the support strategy; ensure 24x7 support for Loyalty & Pricing system.
• Handle requirement gathering, analysis, functional specs, test scope, test case review, UAT support, and change implementation.
• Interact with Business Users, Vendors & Tech Stakeholders; vendor management & quality assurance; monthly service reporting.
• Mentor the team, lead day-to-day operations, and help clear blockers.
• Document learnings and run knowledge sharing sessions.
• Be open to new applications responsibilities and learn required tech skills.

Skills

Production support leadership

SLA management

Stakeholder management

Team mentoring

UAT support

Vendor management

Quality assurance

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.