Manager, Enterprise & Reference Systems

Commercial Bank International (CBI)

Dubai, UAE

Ref: GP618-121

Job description / Role

Employment: Full Time

Purpose: To lead day to day support for Business Units through the management of Enterprise & Reference Systems which covers HR, Procurement (ERP), CRM, Credit Scoring, AML, World-Check, Black Listing, Basel II and reporting applications and services. The incumbent is expected to manage team activities that investigate, track, and resolve issues and support requests within the area of responsibility, suggest and help ensure solutions are documented and successfully implement in-line with business requirements. The incumbent should be able to work well under pressure, within a rapidly changing environment and concurrently liaise with multiple stakeholders.

- To manage both technical and functional support teams for banking applications and systems including software configurations both directly and through team members.
- To manage business requirements and handle system analysis for of Enterprise & Reference Systems and applications, along with related modules.
- To empower the team to act as business partners for the business in the delivery and documentation of regulatory and non-regulatory requirements
- To manage the support of queries from various departments and business units, including investigating, logging, tracking, reviewing and resolving, and proactively working to minimize these.
- To enable the team to analyse issues, understand the business and related process, suggest and document solutions, and successfully implement these.
- To effectively manage, optimize and maintain systems in area of responsibility to achieve reduced incidents and meeting and exceeding the service requirements.
- To proactively participate in, and provide the required support to ongoing projects and assist the successful completion of allocated tasks within the specified timelines and budgets.
- To provide the required support user acceptance tests with quality assurance and work with the system development/vendors team to ensure successful delivery of requirements.
- To evaluate and continuously enhance processes and procedures in area of responsibility to increase efficiency and reduce issues.
- To proactively work to reduce resolution time of incidents and requested changes in area of responsibility and maintain faster turn-around time.
- To discuss, address and respond to identified audit and risk observations within area of responsibility and successfully address and resolve these within the agreed timelines.
- To ensure the team creates and maintains appropriately structured and articulated system documentation in area of responsibility ensuring these are quality and standards.
- To develop and maintain effective working relationships within the Application Services and Support teams, wider IT Departments, and business stakeholders for efficient systems support.
- To lead or participate in required training and awareness sessions, sharing gained knowledge and positively contribute to the teams and IT’s knowledge and expertise.
- To effectively maintain a balanced focus in terms of Financial, Strategic, Customer Care, Operational, as well as Organisational wellbeing perspectives.
- To proactively identify and encourage the team to pursue opportunities to reduce costs in area of responsibility and help achieve tangible cost reduction in relation to the identified opportunities.
- To provide cover and support to business unit team members as and when required.

Business Relationship Management:
- Identifies customer needs and ensures that the service provided is able to meet the needs of the business. This role is responsible for maintaining the relationship with one or more customers and helps ensure that the level of service provided by IT is suitable.

Change Management:
- Leads the team in the identification, analysis, impact assessment, documenting and controlling Business requests, in-line with IT change management processes, enabling beneficial changes to be made with minimum disruption to IT services.

Risk Management:
- Identifies, assesses and promotes the awareness of risks to help reduce exposure and to allow mitigating actions can be taken.

Service Delivery:
- Proactively manages and supports service delivery to help ensure IT meets the needs of the business. These services should be managed through internal and external channels to provide the necessary people, process and information technology to support the Business.

Requirements

- Bachelor's or Masters Degree in computers or information systems or related adequate experience
- Technical Support Certifications
- A minimum 3 years’ experience managing teams
- A minimum 5 years’ experience working with a subset of the following: HR, Procurement (ERP), CRM, Credit Scoring, AML, World-Check, Black Listing, Basel II and reporting applications
- A minimum 8 years’ experience within banking technology

Job-Specific Knowledge & Skills:
- Excellent communication skills, able to articulate complex concepts effectively to business users and external clients at all levels
- Ability to manage teams and deliver within designated timelines
- Keen interest in the business and business processes, and to provide quality services
- Self-starter, motivated, with aptitude and willingness to learn
- Goal driven, result oriented with strong attention to detail
- Analytical ability and out of the box (innovative) thinking
- Well-organized, able to multi task effectively

About the Company

Founded in 1991, Commercial Bank International is an award winning full-service commercial and retail bank offering simple and easy-to-understand products and services.

Our aim is to attract, develop and retain the very best people by offering a motivating and inclusive workplace where talent is recognized and developed. At CBI we will give you the opportunities you need to get more from your job. We'll help you grow and progress by acknowledging your talent, and rewarding you well. In return you'll give us your energy, enthusiasm and the drive to deliver results.

That way, we all have a promising future.

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