Manager - UPA.TECH - TOPS - End - User Services.MIT

Job Purpose

• The responsibility will be to oversee all aspects of user access management across a wide range of systems within the organization. This role involves ensuring seamless and secure access for users, effective issue resolution, and ongoing improvements to user profile processes. The manager will lead a team dedicated to supporting the organization’s banking applications, ensuring service continuity, and maintaining compliance with internal policies and external regulations.

Key Result Areas

• Ensure efficient, accurate, and secure administration of user profiles across all banking systems, aligning access with business needs and compliance requirements.
• Lead the team in providing support to resolve user access issues and system-related problems, ensuring minimal disruption to business operations.
• Continuously review and refine user profile administration processes, identifying opportunities for automation, optimization, and risk reduction.
• Ensure the timely and effective delivery of user access requests, access reviews, and deactivation of redundant profiles in line with company policies.
• Ensure user profile management aligns with security best practices, internal policies, and regulatory standards.

Operating Environment, Framework and Boundaries, Working Relationships

• This role operates within a dynamic, multi-regional banking environment that requires an understanding of different business needs, working hours, and time zones. The team supports multiple banking applications and must ensure that user profiles are accurate, secure, and easily manageable across various systems.
• The manager will work within established SOPs (Standard Operating Procedures) and security protocols to maintain operational continuity. The role demands an understanding of regulatory requirements, data protection, and industry standards for user access management.

Problem Solving

• Identify and address complex user access issues that may impact system availability, security, and operational efficiency.
• Conduct thorough analysis of recurring access issues and recommend corrective actions or improvements.
• Resolve escalated user complaints and issues promptly while maintaining a high level of user satisfaction.
• Lead initiatives to automate repetitive tasks, optimize access workflows, and reduce the occurrence of errors or security breaches.

Decision Making Authority & Responsibility

• Provide structured weekly and monthly management reporting on KPIs, project delivery milestones, operational performance, and ongoing optimization and improvement plans.
• The manager has the authority to approve user access requests, approve the removal of inactive users, and make changes to access control policies within the boundaries of organizational security protocols.
• Responsible for making decisions related to resource allocation, issue escalation, and setting priorities for the user access team.
• Accountable for ensuring compliance with internal and external security regulations related to user access management.
• Responsible for ensuring the availability of 24/7 support, managing the team’s performance, and ensuring that service delivery meets organizational expectations.
• Responsible for ensuring the integrity of user profile data, preventing unauthorized access, and mitigating security risks.

Knowledge, Skills and Experience

• Bachelor’s degree
• 12+ years’ experience in business environment in technology-oriented bank.
• Comprehensive knowledge of banking applications namely Core-Banking, RCMS, CRM, EDMS, GTS, PRIME, Select, BPM, Oracle Financials, Flex-cube Direct Banking, SWIFT and sensitivity of accesses provided to different banking applications.
• Comprehensive knowledge of SWIFT, Profiles, BICs, SWIFT CSP Attestation, etc.
• Strong interpersonal skill, problem solving, analytical planning skills....