Delivery Manager (Fintech) - VCC

Responsibilities

1. Service Delivery Management

• Define and refine delivery frameworks involving solution creation, productivity enhancement, and people capability development.
• Create delivery efficiency models focused on cost optimization through quality improvement, productivity gains, and customer satisfaction.
• Ensure timely execution of projects within approved budgets.
• Review and monitor lifecycle processes for critical projects; oversee compliance across projects regarding schedule adherence, effort variance, customer issues, quality metrics, operating margins, and risk management.
• Conduct regular business reviews and implement proactive risk mitigation strategies.
• Act as the Point of Contact (PIC) for escalated issues.

2. Driving Operational Excellence

• Collaborate with all project stakeholders to ensure BAU and project activities are delivered on time.
• Own the project portfolio, ensuring timely delivery, high quality, and budget adherence.
• Monitor project progress and employee performance; proactively address operational risks and bottlenecks.
• Troubleshoot issues dynamically and provide alternative solutions where necessary.
• Anticipate potential risks and escalate with recommended solution options.
• Establish new processes and controls to enhance overall team productivity.
• Maintain high standards of documentation, including proper management and version control of all system changes (major and minor projects).
• Define and refine dashboards to capture critical KPIs; implement systematic monitoring mechanisms to maintain operational health and enable timely remediation.
• Continuously improve systems and processes to provide analytical insights into operational drivers.
• Review C-SAT results and drive continuous improvement within the Delivery organization.
• Manage vendors to ensure compliance with group standards and delivery of high-quality services.

3. Resource Management & Talent Development

• Manage IT professionals, ensuring optimal resource allocation and utilization across projects.
• Foster a positive and professional work environment aligned with company policies and a culture of collaboration and continuous improvement.
• Ensure recruitment of the right talent while maintaining high employee engagement and satisfaction.
• Implement robust performance management processes, including competency development and career progression plans to attract, retain, and develop talent.
• Provide ongoing informal feedback and conduct formal annual performance evaluations to support talent development.

Requirements

• Bachelor’s Degree or equivalent qualification.
• Minimum 5 years of experience supervising an Application Management Team.
• Excellent English communication and presentation skills.
• Proven experience in building new teams, including recruitment, technical evaluation, and cultural fit assessment.
• Experience working within large organizations (500+ employees) with strong governance and compliance adherence.
• Solid knowledge of low-code platforms, cloud computing, microservices architecture, AI, and modern technology stacks.
• Strong understanding of various frameworks and infrastructure environments.
• Proficiency in both Waterfall and Agile methodologies.
• Strong project management skills with a proven track record of successful project delivery.
• Experience in resource allocation, utilization management, and vendor management.
• Demonstrated leadership capability in building and sustaining a professional team culture.
• Strong stakeholder management skills and emotional intelligence to influence decisions, mediate conflicts, and build consensus.
• Ability to thrive in complex, ambiguous environments with strong analytical and problem-solving skills.

Desired Skills & Experience

• Service Delivery Management
• Operational Excellence
• Contract Review and Vendor Management
• Resource Management
• Talent Sourcing and Development