Apply: Country Technology Manager – Service and Change Management

Reference: BH-18022

Role Responsibilities

As a business partner, the role is responsible for maintaining the Bank’s Technology infrastructure capability, supporting the business activities across Retail, Wealth & Private Banking Segment. The responsibility of the Technology Manager also includes ensuring full compliance with all Country and Group policies (consistent in execution), statutory regulations, local banking laws, anti-money laundering regulations and industry practices. This includes ensuring service availability across the verticals and stability to the IT infrastructure supporting key clients facing services.
The role primarily contributes to the service management tasks across Service, Change, Incident, and Problem Management that for services catering to the business in Singapore.
The Country Technology Management role takes primary ownership of country/regional business engagement and communication to influence and drive future technology agenda for country/region in alignment with Group Technology strategy orchestrating seamless support from all technology players to ensure delivery of the best technology solutions in time, within budget, with least risks and highest service continuity.

Strategy

Engaging key stakeholders- Group Technology and respective Business Heads to develop
and implement an end-to-end Technology service delivery strategy.
Provide technology thought leadership and influence country/region’s business strategy with the effective and innovative deployment of technology.
Develop transformative solutions and introduce capabilities that align to Business strategies with an end-to-end view.
Develop client related technology service strategies to enhance revenue potential and improve utilisation of current service provisions.
Involve and play pivotal role in investment decisions and PAR / PED authorisations.
Understand and contribute to country / region’s business strategy and communicate country/regional business direction to Group Technology. Influence Group Technology to ensure that approved business plans have matching technology investment plans available for business investment committee evaluation.

Business

Ensuring that all technology service needs are addressed, regardless of type, to comply with any prevailing SLAs and/or reasonable expectations of country/region’s businesses.
Reviewing progress of Group Technology service improvement initiatives for the country/region, escalating and contributing ideas as appropriate.
Ensure adequate capacity plan is in place to meet business growth and transformative projects
Provide steer in major Business driven projects to ensure minimum manual hand-off processes with good Technology service metrics (Delivery timeline, Business Benefits metrics etc.)
Work with relevant stakeholders to enhance client experience vide changes and introduction of new technologies and innovation to enhance revenue potential.
Facilitate/coordinate business-facing forums (where required) and involve the relevant Group Technology personnel. Ensure suitable executive forum representation of Country TTO Team, Country Operations Risk Committee (CRC), major initiative country implementation and project steering committees.

Processes

Ensure that the Group Technology change management process caters for all country change needs, and that any complementary in-country/regional approval processes are confirmed with Group Technology. In approving system changes, you will act as the ‘gatekeeper’ of the country’s/region’s production environment by assessing impact and level of risk as a result of scheduled changes.
For incidents having significant business impact, support the problem/incident management process which is owned by Group Technology.
This will mainly involve the communication/escalation to business management of service impact, recovery process, root cause, and mitigating actions, and communication back to Group Technology of business concerns.
Implement policies and procedures for the country with guidance from Group policies and procedures.
Ensure operational disciplines such as capacity and risk management are well embedded, measured and tracked.
Drive continuous improvements in Productivity and Cost Efficiencies
Be accountable for all Technology services supported by internal and external service providers.
Acts as a gatekeeper for technology outsourcing components to ensure compliance to MAS outsourcing guidelines.
Ensure appropriate governance of End User Computing Applications

Risk Management

Facilitating the evolution and agreement of balanced business risk and commercial service level agreements between business groups and Group Technology;
Ensure that country/ region’s exposure to each form of technology risk is understood and managed. Ensure regulator and external audit 2-way communication, submission requirements and reporting needs are met by Group Technology to address any such legal and compliance expectations. Provide resource to complement Group Technology model as needed.
Ensure Country/Region adheres to Internal and External Sourcing Policies and Procedures related to Technology.
Effective management of all Technology risks including reporting high or very high rated risks based on Group materiality thresholds to the relevant Risk Committees.
As required, act as the first line risk owner under the Group’s risk management framework at the appropriate level, e.g. Country.
Ensure all necessary external legal and regulatory controls are in place from initial migration through service provisioning for Technology.
Balance business performance delivery and cost management constraints with risk and control matters to ensure that they do not materially threaten the Group’s ability to remain within risk appetite.
Responsible for business continuity planning for the country/region and plans.
Ensure risk metrics are actively reviewed along with the Risk & Control Function
Ensure risks associated with acquisition and integration activities are well documented and addressed.

Governance

Very familiar with MAS regulations and information.
Support the business to implement group policies and procedures in the region
Ensure compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws and anti-money laundering regulations and guidelines.
Ensure adequate change management process is in place to govern Technology Change Management as well as Project Change Management
Establish working relationship between COOs and maintain close exchange via an agreed format.
Fully accountable and own regulatory audit/inspections on Technology teams in region as well as in offshore service centres

The Ideal Candidate

You have 6-8 years of Experience in Corporate banking or Equivalent in a Banking & Finance Industry.
Certification in Service Management (Desired)
Well versed with IT Service Management processes (Incident Management, Change Management and Problem Management).
Exposure to Payment Channels (Mandate), Core Banking and Corporate Channels technology at a workflow and service offering levels.
Understanding of Cloud Hosting, such as Infrastructure as a service, Platform as a service and Software as a Service.
Good understanding of country Regulatory Landscape.

In Summary, the Role’s Specific Technical Competencies

Service Management
Payment Products
Digital Enablement
Emerging Technologies
Advanced analytical Skills
Regulatory TRM Framework
Business Stakeholder Management

Reg No. R1442448
BeathChapman Pte Ltd
Licence no. 16S8112

Ethos BeathChapman is a global group of executive recruitment experts in Asia, Australia and EMEA, with a network beyond. We connect the world's exceptional companies to exceptional people.

Connect with us at www.ethosbc.com

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