Senior Manager - Retail Technology Support.Operations & Technology - Head - MBP.Technology Group

The Senior Manager Retail Tech Support (M) is responsible for managing the smooth operation, supervision, and continuous improvement of multiple critical applications within Pakistan Digital Retail Banking (PK DRB). This role involves overseeing the management of both Run and Change activities, ensuring these applications are highly available, stable, and optimized for performance. The manager will coordinate closely with business and technical teams to address issues, implement changes, and provide essential technology support. Ensuring compliance with organizational policies and reporting to stakeholders on system performance and changes is key. Additionally, this role requires leadership in providing training and transferring knowledge to team members and stakeholders, fostering growth and operational excellence.

• Responsible for end-to-end Retail technology applications services for the bank encompassing solution design, developments, delivery and application maintenance. 
• Initiate, drive and deliver always audit readiness. 
• Provide strategic vision for the delivery of all Retail Tech and ensure that the Retail applications supports the achievement of the Bank’s strategic objectives. 
• Provide leadership to the Retail Tech organization to ensure service excellence to our customers and ensure seamless collaboration with external partners. 
• Accountable for the overall Retail technology, transformation and innovation strategy, investments, and timely delivery of digital initiative/ capabilities. 
• On behalf of Retail Technology, work with senior leaders across the organization to integrate a digital first approach to deliver business objective. 
• Manage and supervise the timely resolution of support tickets across all managed retail technology applications. 
• Monitor system performance and ensure the availability, stability, and high performance of retail tech applications. 
• Lead and manage change management processes to ensure smooth and timely implementation of changes. 
• Supervise the team's support for User Acceptance Testing (UAT) to ensure all test cases are executed effectively and issues are resolved swiftly. 
• Ensure the team adheres to organizational policies, procedures, and compliance standards in all support and change management activities. 
• Oversee coordination with the HQ team for system maintenance activities, ensuring smooth operations during maintenance windows. 
• Lead training and knowledge transfer initiatives to empower team members and ensure continuity of support. 
• Identify and drive system improvements to enhance operational performance and reduce complexity. 
•  Prepare, present, and manage regular status reports on retail tech system performance and change management activities to leadership and stakeholders.
• 12+ years of experience in IT, with substantial experience in production and development support, ideally in retail technology. 
• Strong leadership, management, and supervision skills with the ability to guide teams and coordinate cross-functional activities. 
• Hands-on experience and deep understanding of Systems of Record in the retail tech landscape. 
• Experience in managing Core Banking or Prime modules is highly advantageous. 
• Extensive knowledge of retail tech functions and technology solutions, including experience working with external partners such as Nadra, OneLink, Euronet, and payment schemes like Visa, MasterCard, JCB, Amex, and Diners. 
• Familiarity with DevOps tools and methodologies is a plus. 
• Strong oral and written communication skills.