Job Description:

Job Description Summary:

The Vice President - IT is a senior level employee who will be responsible for the support of the business center personnel and technologies that support the infrastructure and productivity 4000+ SYF employees located in the Philippines working from our sites in Manila and Cebu or home in the region.

Essential Responsibilities

• Work with Business Leader, Operating Leaders for Manila and Cebu and SYF technology leaders to help achieve business and technology goals and objectives.
• Drive Business IT Goals and Objectives for sites in Manila and Cebu by working closely with the site leader and operating leaders.
• Partner and Collaborate with the Enterprise Technology Leaders to deploy enterprise solutions and drive seamless collaboration and communication.
• Work on projects/programs for the company.
• Work with business teams and relevant IT teams to shape strategies to meet site specific business needs for the various enterprise operations and support functions that are in alignment with SYF Technology standards and overall technology strategy for the sites at Manila and Cebu.
• Work cross functionally with business teams and relevant information technology team members to shape business requirements and initiate projects/programs to fulfils them.
• Develops peer, cross functional and cross business relationships to maximize best practice sharing and team effectiveness
• Own the Information Technology communications strategy for the site to socialize enterprise wide initiatives locally on site and build buy in and awareness.
• Maintain up to date knowledge of technology trends and standards and work as a partner to the business to promote their use.
• Identifies new opportunities to drive system improvements and simplification in support of productivity.
• Ensures process rigor and adherence to program methodology standards agile or waterfall.
• Drive compliance with enterprise standards, policies and procedures
• SLA monitoring and performance tracking for in country vendors.
• Lead onsite diagnosis and resolution of IT related issues using the standard diagnostic tools and techniques
• Drive root cause analysis on incidents and partners with enterprise operations operating leaders and technology leaders to ensure consistently high availability of technology infrastructure for the business at respective sites.
• Drive security standards and compliance.
• Operationalize roundtable feedback across all business hubs and integrate into business and IT assessment processes for implementation.
• Own communication of roundtable feedback and updates.
• Uphold and adhere to the Information Security policies and guidelines. Ensure that all Information security policies and guidelines are enforced and implemented. Ensure that all direct reports uphold and adhere to these policies and guidelines. To report all violations and gaps observed and institute corrective actions accordingly.
• Responsible for technology P&L for the sites in Manila and Cebu.
• Liaison for regulatory compliances related to technology and engage support functional leads for PEZA audits.

Mandatory Qualifications/Requirements

• Bachelor’s/College Degree in Computer Science/IT or Computer/Telecom Engineering with 15 years + of Information Technology experience.
• At least 3 years of managing BPO Technology Infrastructure and program management experience in leadership roles with a user base of 4000+ employees working with technology and business stakeholders directly.
• Willing to work on night shifts and respond to emergencies 24X7. Core shift US 8:00 am EST to 5:00 pm EST.
• Proven track record of acting as a strategic IT business partner with senior leadership.
• Proven track record of manageing EUS Infrastructure, Datacenter infrastructure, Network Infrastructure technology team comprising of vendors and FTE, Contact center technologies and enterprise applications.
• Proven ability to lead and motivate teams in a highly matrix environment.
• Demonstrated ability to drive change and work effectively across business boundaries
• Superior decision-making, client relationship, and vendor management skills.
• Superior oral and written communication skills, as well as the ability to manage expectations of the business, clients, team members, management and external groups.
• Strong understanding of contact center technology trends and providers.
• Excellent facilitation/influencing skills at all levels of the organisation and demonstrated ability to interact with cross functional/cross cultural teams.
• Agile Safe Certification “Leading Safe” would be highly desirable.

Desired Characteristics

• Strong business acumen including a broad understanding of financial services business processes and practices.
• Good decision making and problem-solving skills.
• Self-started and quick learner.
• Strong attention to detail.
• Demonstrated effectiveness in driving change.
• Demonstrated competency with linking business strategy with IT technology initiatives.
• Strong customer focus and ability to manage customer expectations.

Grade: L12

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