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Manager - Tablet Banking
4 weeks ago
**(Preferably UAE National)
**Job Purpose**
1. Support Management: Oversee the day-to-day operational support of the Tablet Banking app, ensuring high availability and optimal performance.
2.Incident Management: Lead the response to critical incidents, coordinating with technical teams to resolve issues swiftly and minimize downtime.
3. Problem Management: Identify, analyze, and resolve recurring problems to improve the long-term performance of the app.
4. Stakeholder Communication: Act as the primary point of contact for internal stakeholders, providing regular updates on support activities and incident resolutions.
5. Performance Metrics: Monitor and report on support performance metrics, driving continuous improvement initiatives.
6. Team Leadership: Manage and develop a high-performing support team, fostering a culture of excellence and collaboration.
7. Process Improvement: Implement and refine support processes and practices, aligning with Agile methodologies and business objectives.
8. Vendor Management: Collaborate with external vendors and partners to ensure seamless support and service delivery.
**Main Tasks**
- Measure the percentage of time the Tablet Banking app is operational and available to users without unscheduled downtime.
- Track the average time taken to respond to and resolve incidents, with a focus on minimizing this duration for improved user experience
- Coordinate with the learning & development team to create a monthly training calendar. Plan refresher training sessions
- Ensure that all training materials related to system changes are created well in advance published on the local intranet & knowledge management module
- Liaise with other business units to map business process flow into Tablet
- Manage & oversee the system administration
- Evaluate the effectiveness in identifying, diagnosing, and resolving recurring problems, aiming to reduce the frequency of such issues over time
- Monitor the compliance rate with established SLAs for support and maintenance activities
- Gather feedback from internal users to assess their satisfaction with the app's performance and the support services provided
- Measure the success of changes implemented in the app, considering factors like successful deployment and lack of post-deployment issues
- Develop and mentor the team on CRM & campaign execution capabilities
- Create career path for team members within the organization
- Ensure 100% employee satisfaction Give timely feedback to team members on areas of improvement & provide necessary motivation for excellent team performance
**Description of Knowledge / Skill etc.**
- Minimum of bachelor’s degree preferably in Computer Science, Information Systems, Business Administration, or related field
- College Graduate Minimum 10-12 years of experience in project management
- Proven experience in production support or IT service management, preferably in the banking or financial services industry
- Experience in banking or financial sector & multi-channel campaign management
- Familiar with usage of mobile apps
- Strategic thinker & a team player with a strong combination of business management and marketing expertise.
- Self motivated team player with good interpersonal & leadership skills
- Ability to work under pressure with tight deadlines & in a multi tasking environment
- Innovative & has ability to think out of the box
- Strong analytical & problem solving skills
- Good verbal and written communication
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