Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels
Job Purpose
This role exists to provide single point accountability for design, delivery, and run of cross platform, multi business enterprise solutions within CBGT.
Bridge business and technology by translating business requirements into scalable group-level solutions and, where needed, local automations
Requirements
Job Duties & Responsibilities
Own end to end delivery across requirement analysis, system design, build, testing, rollout, and post production support, ensuring commitments on Architecture and standards are met.
Provide sustained application ownership, including service delivery, SLA adherence, root cause analysis, outage reduction, and continuous improvement across the application portfolio
Drive standardisation and modernization, ensuring systems remain resilient, up to date, and aligned with evolving business and regulatory needs
Design and build enterprise applications for solutions which are used across multiple application (and hence multiple business teams)
To understand user requirements in developing and installing group solutions.
In the absence of group solutions provide local solutions to automate functions which can help in streamlining operations and own application/process/solution.
The ability to influence stakeholders and work closely with them to determine acceptable solutions.
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Responsible for Service delivery of the team with focus on SLAs and customer management ensuring no escalations.
Managing stakeholder’s relationship with different BU’s and ability to manage escalated issues/ potential escalation
Own Root cause analysis provide tactical and permanent solution
Continue process improvement across the application portfolio.
Proactive analysis to drive down outage, improve recovery time and reduce time to engage
Work with management to determine and deliver key performance indicator, Service level agreement metrics
Manage production support issues end to end ensuring system recovery with minimum customer impact, ensuring remediation measure to prevent recurrence
Required Experience
Strong functional knowledge of Retail banking domain especially Digital Channels (Mobile, Internet, Whatsapp banking), Customer Onboarding journeys including KYC solutions, Aaadhar enabled payments system, retail payments, core banking (Savings accounts, FDs, Loans, etc)
Minimum 5-10 years of experience in banking technology managing design, development and delivery of technology solutions in above areas working with cross functional teams both in Waterfall and Agile model
Experience with working in a multinational bank setup and managing delivery through Regional technology teams would be a huge plus
India working experience 2-4 years (preferred)
Hands-on experience in managing Technology teams supporting banking business domains both in terms of production support / stability and partnership on new initiatives / regulatory mandates
Experience of successfully facing off to senior business leaders
Wide knowledge of current and future trends in business and technology environment
Experience creating detailed reports and giving presentations
Education / Preferred Qualifications
Technology, Engineering or IT Bachelors degree
Management degree would be an added advantage
Domain Competencies
End to End CASA Onboarding Domain Expertise
Strong understanding of the full retail Savings and Current Account onboarding lifecycle, spanning prospect creation, digital and assisted onboarding, account opening, activation, and early life stabilisation.
Multi Channel Onboarding Architecture
Ability to design channel agnostic onboarding platforms supporting mobile, web, branch, relationship manager, agent, and partner led journeys, with seamless transitions between DIY and assisted models.
Regulatory Compliant Customer Onboarding Design
Proven capability to embed RBI, PMLA, and KYC Master Direction requirements into onboarding systems, ensuring compliance across customer identification, documentation, record keeping, and audit readiness.
Customer Due Diligence (CDD) & Risk Based Onboarding
Experience implementing risk based CDD frameworks, including differentiated onboarding for low, medium, and high risk customers, enhanced due diligence, and periodic review triggers.
Digital Identity & Verification Ecosystem Integration
Hands on experience with CKYC, eKYC, VKYC, PAN validation, Aadhaar (offline/video), and identity matching controls, balancing regulatory compliance with customer experience.
Fraud, Mule Account & Abuse Prevention at Entry Point
Ability to design onboarding journeys with preventive controls such as device/IP intelligence, geo location checks, negative lists, behavioural signals, and pattern based anomaly detection.
Product & Segment Variant Enablement
Capability to support multiple CASA variants (standard savings, zero balance/BSBDA, minor accounts, salaried, affluent/HNI, digitally acquired accounts) within a single configurable onboarding framework.
Core Banking & Enterprise System Integration
Strong understanding of onboarding integration with core banking systems, customer master creation, document repositories, communication systems, consent management, and downstream servicing platforms.
Operational Scalability & Straight Through Processing (STP)
Ability to design onboarding systems focused on STP, operational efficiency, and scalability, while clearly managing exception handling, manual reviews, and fall out queues.
Strategic Ownership of Onboarding Platforms
Provide technology leadership for CASA onboarding by aligning customer experience, regulatory compliance, fraud controls, and operational efficiency, while enabling rapid regulatory and business change adoption.
Incident, Defect & Production Governance
Ownership of production stability, RCA discipline, defect triage, and change governance for mission critical lending systems impacting customers, branches, and operations.
Stakeholder & Delivery Leadership in Lending Context
Ability to work across Product, Credit, Risk, Operations, Compliance, Vendors, and Technology teams, providing single point accountability for solution design and delivery in lending programs.
Knowledge of Retail banking Domain
Experience and Exposures to Technology Implementation in Financial Services.
Good understanding of Indian Fintech Ecosystems.
Possess Strong problem solving, analytical skills with an ability to handle multiple tasks & prioritize accordingly
Demonstrated ability to effectively communicate, trouble shoot, and problem solve with clients through out the implementation process.
Program / project management skills including vendor management, financial management, managing virtual teams, etc
Strong inter-personal & negotiation skills in dealing with multiple stakeholders
Must be flexible, adaptable and have ability to work in a fast-paced changing environment
Fundamental analytical and conceptual thinking skills
Self-Motivator and team player
Excellent documentation skills.
A track record of following through on commitments
Technical Competencies
Applications knowledge on Mobile / Internet baking solutions, KYC solutions, Lending, Wealth management and onboarding solutions.
Sound technical knowledge and experience in working with large databases (Oracle/ PostGreSQL / MariaDB)
Experience in technical implementations across Operating systems
Experience in working on Internet-based systems and Retail channels
Exposure to cloud based solution platforms, Micrsoervices, API integrations
Experience in UI / UX design, review and implementation for Retail banking customer journeys
SRE experience with exposure to toolsets for automated deployment, testing, code management, production monitoring / dashboards, etc
Competency in Microsoft applications including Word, Excel, Powerpoint and Outlook
Key Activities
Analyze Business Requirements.
Identify and document right platforms and systems to address the business requirements.
Collaborate with the Business & Technology platform teams to align the solution approach.
Work with App leads to optimize HLEs.
Design and document detailed E2E solution in alignment to Bank's standards and architecture.
Groom User Stories articulating Granular system changes.
Walkthrough the development teams across systems to get the build completed.
Review SIT & UAT Test Scenarios and cases to ensure system meets business requirements.
Participate in Defect triage to ensure the RCAs are comprehensive, right fixes are deployed and test cases are verified.
Live Verifications and Early life support in Production.
analyse and Own any production issues for resolution in systems across the solution.
Work Relationship
All business units in India for application feature enhancement, support & maintenance
Internally with all IT heads, Leaders & members
International/local software developers/vendors.
Co-ordination with on-shore team to resolving the issue on-highest priority
Location:
Mumbai
Job:
Technology
Schedule:
Regular
Employee Status:
Full time
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