Head of Live Internet Service - Financial Services

Urgent requirement for an individual with hands-on, operational experience of managing a live Internet service within Financial Services, for a "Head of Internet Service" contract role in London.

The "Head of Internet ' Senior Manager will be responsible for integrity of all services across the Digital estate to ensure they remain available, trouble free and easy to use. These include personal and corporate eBanking, the websites and mobile banking applications.

Responsible for:

LIVE SERVICE MANAGEMENT

Setting targets, implementing monitoring systems and subsequent management of end-end live service performance
Ownership and communication of technology upgrade roadmap for live services, including awareness of other systems changes that may impact service availability
Ownership for the production of accurate customer demand forecasting & volume projections and ensure the services are scaled accordingly
Provision of 24/7 on-call incident management support and primary interface with Group Incident Management
Regular warranty testing of services - including scalability, penetration testing
Initial point of escalation for business issues and concerns
Management of stakeholder escalation and communication, particularly during high criticality incidents eg Security incidents, Service failures etc

NEW DEVELOPMENT TAKE-ON

Plan and oversee the take on of new services to ensure:

- A robust support model has been agreed in advance of launch
- The Implementation plan and approach meets Live Service standards
- The quality of the new developments are sufficiently robust (ie levels of testing) to ensure minimal risk of detriment in customer service
- Go Live process is executed properly with appropriate live proving and check-out

Decision making authority on go/no go decision

SUPPLY CHAIN-MANAGEMENT

Primary contact point for all internal and external supply chain providers including

- Telephone Helpdesk, webchat and other operation support areas
- Corporate Security Services
- Online Fraud and Risk Management
- Technology Partners (internal and external)
- Audit and other Operational functions

Ensure regular supply chain reviews are held assessing end-end SLAs, risk management, compliance activity and new service adoption

GOVERNANCE & CONTROL

Establishment of the governance model that manages end-to-end customer service
Running the monthly Risk & Controls meeting
Execution of risk mitigation controls and plan

Design and execute required ACE and ACET procedures

EXPERIENCE REQUIRED:

- Proven experience in Financial Services and Operations Management where digital technologies provide a significant component of the operating model
- Experience in managing a function with significant compliance/regulatory issues
- Excellence in building relationships with external and internal stakeholders on a day to day basis
- Leadership experience, with evidence of successful direct line management experience and engaging a wider Matrix team
- Qualified to degree level or equivalent.

OTHER SIGNIFICANT ROLE REQUIREMENTS

- Strong capability in strategic thinking and effective business planning
- Tenacious in pursuit of change and follow through into the details
- A high level of drive, energy and personal commitment to success
- Strong understanding of regulatory and compliance requirements

TECHNICAL KNOWLEDGE:

- Experience of online service approaches, technologies and applications
- Understanding of security, risk and compliance issues associated with online usage
- Comfortable with analysing and presenting data and market trends#

PEOPLE MANAGEMENT:

- The role will have line management responsibility and the role holder will have responsibility in driving efficiency improvements in the way we work and ensure we focus on rewarding and recognising the right behaviours
- Comply with HR performance processes by setting objectives for any direct reports and conducting mid/full year performance reviews
- Lead and develop a team of 4-6 people
- Support the talent and succession management process
- Ensure all team members complete and pass regular reading & viewing on time
- Work in partnership with HR to recruit, develop and retain high performing staff

Ensure all team members complete and pass ACE controls on time

N.B.

- This is not a pure IT role, but a business-focussed, digital role.
- Direct operational experience of managing a live Internet service within FS is vital experience, so please only apply if you have this experience.