Standard Chartered Bank is committed to diversity and inclusion and
is an equal opportunity employer. It has a meritocratic culture where
each individual employee is valued and respected for who they are as
a person and for what they bring to the organization.
JOB POSITION: Senior Officer
ROLE: Business Relationship Manager, Country Technology Management
DEADLINE TO APPLY: February 07, 2013
SCOPE OF ROLE:
This role will primarily be responsible for the management of all aspect
of local business relationship for Technology Services and ensuring its
delivery as per agreed SLA in addition to delivery and management of in
country automation and solution delivery, adequate notification and
reporting on high severity problems to stakeholders, operational risk
management and supporting key IT initiative / projects or enhancement
in BAU functionality.
KEY RESPONSIBILITIES:
To interact with business at regular intervals to understand the changing
business needs and ensuring that these needs are met from the Technical services.
To interact with customers to agree on IT service expectations and
satisfaction criteria (SLA) and managing services delivery accordingly.
To work with IT Service Centre and Technology Production Services
so as to provide quality service delivery to customer’s satisfaction.
To ensure the key stakeholders in ITSC and TPS understand the
customers’ needs well to enable them to deliver superior quality
of service.
To promote the successful service delivery achievements with
customers, reinforcing value-addition by service management.
To address customer’s problems and complaints quickly and
professionally, ensuring resolution is provided to the customers
satisfaction.
To provide advice to business on systems and applications to
minimise business risk within area of responsibility and ensure
adequate action from business side.
To ensure significant problems are escalated to appropriate
business level promptly.
To maintain internal business contacts to keep abreast of
business changes and innovations.
To ensure timely delivery of service delivery performance
reports to customers.
To manage BAU functionality changes in coordination with IS.
To ensure closing of audit observations.
Ensuing business feedback goes to all sections of the GT organization.
Coordinating any global projects with may have impact on service delivery.
Coordinate mass releases and Disaster Recovery tests.
To drive low cost solution for business on process reengineering and
automations
Core Skills:
Customer Focus – Understands customer priorities and requirements;
able to set service quality standards, review standards of delivery, and
provide feedback.
People Management – Develop co-operation and supportive behaviours
within the team and with those with whom the team has dealings.
Networking – Achieves by influencing and collaborating across national and functional borders internally
Technology Skills:
Service Quality – Able to predict customer needs and to initiate the
implementation of service improvements; able to gather and analyse
customer feedback and initiate corrective action.
Communication and Presentation – Able to paraphrase and
communicate key information to others using examples to provide
meaning to ideas or concepts; able to construct and make formal
presentations and facilitate group activities.
Project Management – Able to lead the agreement of requirements
for a major programme of change; able to regularly review the direction
of the programme with the sponsor and stakeholder and take corrective
action as needed;
Regulations & Policies:
External Regulatory Requirements
Internal Regulations and Policies
Candidate with understanding on ITIL V3 processes will be preferred.
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