Deputy Head of FMS and Payment Systems

Tawteen

Key Responsibilities:

Leadership and Team Management:

• Lead, mentor, and develop a team of application support specialists, ensuring high performance, and professional growth.
• Foster a culture of collaboration, accountability, and continuous improvement within the team.
• Define roles, responsibilities, and objectives for the support team.
• Build and lead a high-performing team of technical specialists.
• Manage resource allocation and capacity planning.

Payment Systems Support:

• Oversee the support and maintenance of payment systems, including real-time payment processing, card systems, and other payment-related applications.
• Ensure timely resolution of incidents, problems, and service requests related to payment systems.
• Monitor system performance and proactively address potential issues to minimize downtime.
• Participate and contribute to the necessary studies, analysis and recommendations by IT management to improve service availability and provide the best in world programs, technologies and systems.
• Undertake complex technical evaluations of existing infrastructure and ensure priorities are assessed and defined in order to determine upgrade capacity plans and needs that will enhance system performance and put forward comprehensive recommendations

Incident and Problem Management:

• Act as the escalation point for critical payment system incidents, ensuring root cause analysis and preventive measures are implemented.
• Develop and maintain a robust housekeeping, monitoring and alerting processes to ensure proactive management of systems health and uptime.
• Develop and maintain incident management processes to ensure swift resolution and minimal business impact.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Participate and contribute to the necessary studies, analysis and recommendations by IT management to improve service availability and provide the best in world programs, technologies and systems.

Strategic Planning and Continuous Improvement:

• Develop and implement strategies to enhance the reliability, scalability, and efficiency of payment systems.
• Identify opportunities for automation, process optimization and continuous improvement of IT systems, processes, and practices considering international best practice, improvement of business processes, cost reduction, and productivity improvement.
• Stay updated on industry trends and emerging technologies in payment systems to drive innovation.
• Lead the design, development and implementation of technology solutions through business and application architecture principles and maintain efficient and agile technology for the business.
• Evaluate technology capabilities, system architecture and solution fitment of system design, development, integration and implementation in order to ensure that the developed solutions / systems meet bank s expansion and technology services requirements.

Vendor and Stakeholder Management:

• Manage relationships with third-party vendors, ensuring service level agreements (SLAs) are met.
• Collaborate with internal stakeholders, including IT, operations, and business units, to align support activities with organizational goals.
• Provide regular updates to senior management on system performance, incidents, and improvement initiatives.
• Participate and contribute to the department s budget planning, and ensure AMC contracts are frequently reviewed and renewed, and the due invoices are processed on time.

Compliance and Risk Management:

• Ensure payment systems comply with regulatory requirements and industry standards (e.g., PCI-DSS, GDPR).
• Implement risk management practices to safeguard payment systems against security threats and vulnerabilities.
• Conduct regular audits and assessments to ensure system integrity, and adherence to information security policies.
• Assign responsibility and deadlines for addressing the vulnerabilities, and track the progress on regular basis to avoid overdues.

Technical Leadership & Operations

• Lead a team of application support specialists to ensure 24/7 availability and optimal performance of payment processing systems
• Establish and maintain operational procedures, service level agreements (SLAs), and key performance indicators (KPIs)
• Oversee incident management, problem resolution, and change management processes
• Coordinate with various stakeholders including development teams, vendors, and business units for system upgrades and maintenance
• Implement and maintain backup and disaster recovery procedures
• Active involvement in project management and overseeing cards related projects

Audit & Compliance Management

• Oversee the preparation and execution of internal and external audit processes.
• Maintain documentation of all system controls, procedures, and compliance requirements.
• Coordinate responses to audit findings and implement necessary remediation measures.
• Assign responsibility and deadlines for addressing the audit findings, and track the progress on regular basis to avoid overdues.
• Develop and maintain relationships with auditors and regulatory bodies.