Senior Manager

1 month ago

Doha, Qatar Ateca Consulting Full time

We are looking for a highly skilled **Senior Manager - IT International Support Team (Qatarization) **to join a prestigious financial institution in Doha, Qatar.

**Main Responsibilities**

**A. Shareholder & Financial**:

- Develop and maintain appropriate Service Level Agreements (SLAs) with business units.
- Create new service definitions to ensure operational and cost-effective delivery.
- Foster strong relationships with key business stakeholders.
- Lead discussions for IT projects and assist in preparing detailed Business Requirement Specifications.
- Prepare demand outlines and business cases in collaboration with relevant departments.
- Act as a liaison for service improvements, changes, and escalations.
- Ensure timely communication regarding service outages and improvements.
- Serve as a member of the Change Advisory Board (CAB).
- Implement KPIs and best practices for the IT International Support Team.
- Promote cost-efficiency and productivity to optimize benefits.

**B. Customer (Internal & External)**:

- Collaborate with the IT Systems/Operations Manager to meet and exceed SLA expectations.
- Investigate SLA breaches and implement corrective actions to enhance service delivery.
- Assist customers with inquiries regarding banking products and solutions.
- Maintain activities in line with SLAs to improve turnaround times.
- Build and sustain effective relationships with related departments to achieve organizational objectives.
- Provide accurate data to auditors and compliance teams as required.

**C. Internal (Processes, Products, Regulatory)**:

- Ensure adherence to systems, processes, and methodologies for effective service delivery.
- Manage service improvement plans and coordinate with IT Systems/Operations to ensure delivery and enhancement.
- Conduct monthly service reviews with business stakeholders to address service issues and identify project needs.

**D. Learning & Knowledge**:

- Attend conferences focused on financial services technology innovations to integrate relevant advancements.
- Maintain a thorough understanding of the organization’s IT structure, products, and related risks.
- Identify and act on professional development opportunities for oneself and team members.

**E. Legal, Regulatory, and Risk Framework Responsibilities**:

- Comply with all applicable legal, regulatory, and internal compliance requirements, including Group Compliance Policies.
- Understand and execute your role under the Three Lines of Defense principle for risk management.
- Ensure favorable outcomes for clients in line with Conduct Risk policies.
- Support risk management frameworks, including incident reporting and remediation.
- Complete mandatory training and maintain required competencies.

**F. Other Responsibilities**:

- Uphold high standards of data protection and confidentiality for sensitive information.
- Maintain professional integrity and confidentiality concerning customer and internal information.
- Uphold high professional standards to enhance the organization’s reputation.
- Perform additional duties as assigned by management.

**Education and Experience Requirements**:

- Bachelor’s degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology; Master’s degree preferred.
- Minimum of 8 years of relevant experience, preferably in a highly rated international banking environment.
- Familiarity with banking systems and relevant technology management certifications.
- Strong analytical and problem-solving abilities.
- Excellent project management skills.
- Self-driven with effective motivational and team-building skills.
- Adaptable and proactive in identifying and realizing market opportunities.
- Strong documentation, interpersonal, and networking skills.
- Proficient in oral and written communication in English and Arabic.
- Good presentation skills and understanding of relevant laws and regulations.
- Decisive with strong initiative and follow-through.
- High personal integrity and self-management.
- Strong planning, organization, and results-oriented mindset.

**Job Types**: Full-time, Permanent

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