Head of Application Support (Data) Unit

Riyad Bank; Riyadh; On-site; SAR 100,000 - 120,000; Full time

Job summary

A prominent financial institution in Saudi Arabia is seeking an experienced professional for the role focused on developing quality standards and managing application support. The successful candidate will ensure continuous operation and enhancement of banking systems, handle user support, and identify opportunities for improvement. Candidates should have at least 8 years of experience in banking operations and a Bachelor's degree in Business Administration. Strong knowledge of banking products and digital operations is essential.

Qualifications

• 8-10 years of relevant experience in BT Banking Operations, particularly in the development and implementation of BT applications.
• Advanced English proficiency.

Responsibilities

• Develop and implement quality standards for BTD services.
• Manage support team and provide 2nd level support to end users.
• Monitor trends in banking systems and propose improvements.
• Provide training and technical support to application end users.

Skills

Knowledge of operations processing in area of responsibility

Good knowledge of Banking operations, products and services

Very good knowledge of the BT systems and applications used in the Bank

Knowledge of SDLC

Education

Bachelor’s degree in Business Administration or any related discipline

Job description

About the Role

To develop and implement quality standards in order to drive BTD services towards maturity and delivery excellence.

Responsibilities

Policies, Processes & Procedures

• Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day operations

• Follows the day-to-day operations related to own job to ensure continuity of work.

Application Support Management

• Manage support team and related unit admiration.
• Handles the accurate and effective provision of 2nd level of support to end users regarding issues and malfunctions in the operations of systems and applications, in order to support the continuous and effective operation of the Bank.
• Monitors and supports the accurate and on time response to end-users requests for assistance regarding any application malfunction so as to support business continuity and internal client satisfaction.
• Oversees the solutions implemented on end-users requests and provides support and guidance to enhance efficiency and effectiveness of corrective activities.
• Participates in the resolution of complex applications’ malfunctions, while escalates to more specialized professionals problems that cannot be resolved by this level of support.
• Follows-up on the problem solving results of issues forwarded to other departments, so as to facilitate and support the timely response to internal client requests.
• Monitors the local and international trends and best practices in the banking operating systems and proposes relevant improvements for increasing the efficiency and speed of operations.
• Develops or modifies the applications when this is required, and ensure that this is aligned with the business requests and architecture design, so as to support the efficiency of the operations.
• Monitors the efficiency of the applications used in the assigned business area and proceeds to their maintenance and required configuration, so as to support the effective execution of business objectives.
• Monitor and collects all the reports developed and data generated regarding the problems and issues identified from the end users and proceeds to their analysis, so as to identify trends and repeat malfunctions.
• Participates in the testing of the applications developed, so as to identify and confirm their efficiency and accuracy prior their release to production.
• Provides training and technical support to application end users, in order to support the continuous and effective operation of systems and applications and achieve adherence to pre-defined SLAs.

Continuous Improvement

• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.

Safety, Quality & Environment

• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Related Assignments

• Performs other related duties or assignments as directed.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business Administration or any related discipline.

Minimum Experience

• 8-10 years of relevant experience in BT Banking Operations and especially in BT the development and implementation of BT applications.

Language

• English: Advanced.

Required Skills

• Knowledge of operations processing in area of responsibility.
• Good knowledge of Banking operations, products and services.
• Very good knowledge of the BT systems and applications used in the Bank.
• Knowledge of SDLC.

Preferred Skills

• Communication Excellence (The knowledge, skills and ability to listen to others and expresses oneself in a clear and effective manner that helps achieves the desired results.)
• Digital Orientation (The knowledge, skills and ability to use digital technologies, concepts and methodologies that solve problems, innovate, communicate and collaborate.)
• Service Excellence (The knowledge, skills and ability to understand, anticipate and responds proactively to the concerns and needs of internal and external customers, acting required to address them.)
• Risk Orientation (The knowledge, skills and ability to anticipate and manage the various types of risks that may adversely impact on the organization, our customers, our people and our shareholders.)
• Stakeholder Management (The knowledge, skills and ability to listen to, engages with and understands the needs of stakeholders, using this knowledge to build a coalition to get agreement on what to do and manage expectations.)
• Building High-Performance (The knowledge, skills and ability to manage and review the performance of individuals and teams against goals and expectations, taking corrective action when necessary by guiding, motivating and developing them.)