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Senior Manager

2 weeks ago

Doha, Qatar Ateca Consulting Full time

A- Posted by
- Adnan Latheef- RecruiterJoin a prestigious financial institution in Doha, Qatar, as a Senior Manager - E-Channel Hardware Support (Qatarization), ensuring continuous, high-performance support for critical banking systems.

**Key Responsibilities**

**A. Shareholder & Financial**
- Ensure 24/7 operational continuity for ATMs, cheque book systems, and BSM.
- Implement KPIs and best practices to drive performance and efficiency.
- Foster a cost-conscious culture, optimizing resources to maximize benefits.
- Exercise delegated authority effectively and monitor delegated tasks within the team.
- Display a solid understanding of the institution's financial and operational performance metrics.

**B. Customer (Internal & External)**
- Collaborate with Program Directors and Quality Assurance to improve workflows and create performance measurement reports.
- Maintain maximum system uptime for ATMs, cheque book systems, and POS.
- Liaise with internal E-Channel support teams to address customer inquiries and support needs.
- Ensure service delivery meets SLAs, enhancing turnaround time and internal collaboration.
- Provide accurate, timely data for external/internal audits, compliance, and risk management.

**C. Internal (Processes, Products, Regulatory)**
- Coordinate with the Systems Group to deploy new capabilities and maintain system uptime.
- Oversee system hardware specifications, diagnostics, troubleshooting, and repairs.
- Standardize and improve processes in line with best practices and software development methodologies.
- Serve as the Disaster Recovery representative, ensuring readiness and participation in periodic testing.
- Administer essential services and handle remote troubleshooting of customer software issues.

**D. Continuous Improvement**
- Lead improvement initiatives and encourage innovative solutions within the team.
- Set examples for cross-functional collaboration and adopt industry-leading practices.
- Recognize and reward creativity and out-of-the-box thinking in daily operations.

**E. Learning & Knowledge**
- Maintain advanced technical knowledge to ensure enterprise-level network systems' effectiveness.
- Actively pursue professional development for oneself and team members.
- Conduct regular performance reviews and address team dynamics to optimize productivity.
- Facilitate staff growth and prepare team members for increased responsibility.

**F. Legal, Regulatory, and Risk Framework Responsibilities**
- Adhere to all legal, regulatory, and compliance requirements, including AML, CTF, and Data Protection policies.
- Embrace the Three Lines of Defense approach, managing risks effectively.
- Support risk frameworks through incident reporting and remediation in line with operational risk requirements.
- Complete all mandatory training and maintain required certifications to ensure full qualification for the role.

**G. Confidentiality and Professionalism**
- Uphold strict data protection standards to safeguard sensitive information.
- Maintain confidentiality for internal and client information, sharing on a need-to-know basis.
- Exhibit the highest professional standards to uphold the institution's reputation and market leadership.

**Qualifications**
- Bachelor’s degree in Computer Engineering or a related field.
- Minimum of 8 years in technical support services, with expertise in IT systems management, design, implementation, and multi-platform maintenance.