Senior Manager Prime Support (Remote)

Job Purpose

Lead and oversee the end-to-end management of critical applications within the Pakistan Digital Retail Banking (PK DRB) ecosystem, ensuring their continuous availability, stability, and performance. Strategically manage both Run and Change activities, aligning with business objectives and driving improvements to enhance system efficiency and user satisfaction. Act as a key liaison between business and technical teams, ensuring seamless communication and coordination to address complex issues, implement changes, and provide strategic support. Drive innovation and continuous improvement initiatives, ensuring the Cards Management System operates at optimal levels. Provide leadership and guidance to the support team, fostering a culture of excellence and continuous learning

Key Result Areas

• Lead and manage the change management process, ensuring seamless implementation of changes with minimal disruption to business operations.
• Identify opportunities for system enhancements, leading initiatives to improve performance, reduce complexity, and enhance user experience.
• Prepare and deliver detailed status reports to senior management, highlighting key achievements, challenges, and recommendations for further improvements.
• Oversee comprehensive UAT support, ensuring all test cases are thoroughly executed and any issues are resolved before production deployment.
• Drive timely and effective resolution of complex support tickets, leveraging your deep technical expertise and leadership skills.

Operating Environment, Framework and Boundaries, Working Relationships

• Provide strategic direction and oversight to the support team, ensuring alignment with organizational goals and industry best practices.
• Foster strong relationships with business units, internal teams, and technology stakeholders, ensuring alignment and collaboration on key initiatives.
• Champion adherence to organizational policies, compliance standards, and best practices, ensuring the highest levels of operational excellence.
• Lead key administrative activities, including strategic meetings, knowledge transfer sessions, and activity reporting to senior leadership.

Problem Solving

• Facilitate discussions with cross-functional teams, driving toward permanent solutions for critical issues.
• Lead the investigation and resolution of SIT/UAT defects, ensuring timely and effective solutions are implemented.
• Recommend and implement system or process improvements to enhance overall operational efficiency.
• Break down complex business requirements, identifying optimized solutions that align with both business and technical objectives.

Decision Making Authority & Responsibility

• Proactively identify potential risks and develop mitigation strategies to ensure timely and effective resolution of issues.
• Use data-driven insights to optimize system performance and drive continuous improvement across the support function.
• Collaborate with senior leadership and cross-functional teams to make informed decisions on critical or high-impact issues.
• Lead the design of functional solutions that meet complex business requirements, ensuring they are scalable and sustainable.

Knowledge, Skills and Experience

• 8+ years of relevant IT experience, with a strong focus on production and development support in the banking sector.
• Advanced communication skills with the ability to articulate complex technical concepts to both technical and non-technical stakeholders.
• Expert-level experience in Prime Issuing & Acquiring modules, with a deep understanding of Cards Management Systems, Loyalty systems, and Reconciliation systems.
• Comprehensive knowledge of EMV, HSM, and Key Management, with hands-on experience in implementing and managing these technologies.
• Proven experience in development and configuration on PRIME, ONLINE, FRAUDGUARD, ACS, and PRIMEWEB.
• Extensive experience in eCommerce transactions, including Merchant Pricing, Settlement, and Reconciliation.
• In-depth understanding of Network associations such as Visa, MasterCard, JCB, Amex, Diners, with extensive project experience.
• Leadership experience in DevOps and other modern IT methodologies, driving innovation and efficiency in system support and development.