Head of Alternative Delivery Channel Technology Support (Up to SVP)

• At least 15 years
• The applicants should have experience in the following business area(s): Banks

• Bachelor’s degree in Computer Science, Computer Science and Engineering, Information Technology, Engineering or a relevant discipline from a recognized university.

• Master’s degree, MBA and/or relevant professional certifications will be an added advantage.

• At least 15 years
• The applicants should have experience in the following business area(s): Banks

• 15–18 years of relevant professional experience in banking technology, payments, digital channels or related technology platforms.

• A proven ability to lead technical teams, engage stakeholders and oversee mission-critical banking technology platforms.

• Strong experience with Card Management Systems (CMS) and payment-switching platforms, such as TranzWare, Powercard, BPC, IST, Way4, FIS CardPro or equivalent solutions, covering card issuing and acquiring, ATM/POS, transaction processing and payment integration.

• Experience managing enterprise Call Center or Contact Center solutions, such as GPlex, Avaya, Cisco, Genesys, Huawei or equivalent platforms, including technology operations, system integration and service management.

• Strong middle-ware and API integration experience, particularly connecting CBS with payment systems, digital channels, Call Center solutions and third-party platforms.

• Sound knowledge of Payment scheme networks, payment gateways, HSM, PCI DSS, information security and payment-processing environments.

• Strong understanding of technology governance, operational risk, SLA and vendor management, BCP and DR within a regulated banking environment.

• Excellent analytical, problem-solving, communication and decision-making skills.

  Preferred Project Experience: We welcome candidates who have led or made substantial contributions to complex technology initiatives in several of the following areas:·      

• Financial-switch or middleware-platform migration.

• Implementation, version upgrades, platform migration or production support for card, ATM, POS, IVR, CRM and Call Center solutions.

• Payment scheme certification.

• Payment-gateway implementation.

• Core-banking and payment-switch integration.

• HSM implementation and cryptographic-key migration.

• Mobile banking, internet banking or API-channel integration.

• Transaction-monitoring and operational-dashboard automation.

• Reconciliation, settlement and End-of-Day automation.

• PCI DSS, ISO/IEC 27001 and business-continuity implementation.

Shape the future of the Bank’s Alternative Delivery Channel technology by leading mission-critical card, payment, digital banking and Call Center platforms, translate business priorities into technology roadmaps, and develop the teams that deliver secure, reliable and customer-focused banking experiences. This role combines strategic leadership with hands-on oversight of complex technology initiatives and collaboration across business and technology teams.

• Provide strategic technology leadership across Alternative Delivery Channels (ADC), Card Management Systems, ATM/POS switching, digital payments, internet and mobile banking, payment gateways, Hardware Security Modules (HSM), and Call Center platforms.

• Lead switching, card-management and transaction-processing platforms, including TranzWare, ITCL card solutions, Compass Plus or equivalent solutions, with responsibility for upgrades, patches, enhancements, vendor support and capacity planning.

• Lead the implementation, enhancement, migration and maintenance of ADC, card, payment and Call Center solutions, ensuring high-quality delivery and service continuity.

• Define and execute technology roadmaps for ADC, digital payments, Call Center services and API integration, aligned with the Bank’s business strategy and regulatory requirements.

• Lead secure, reliable API integration across Core Banking Systems (CBS), digital channels, middle-ware, Bangladesh Bank payment systems, internal applications and authorized third-party platforms.

• Lead technology supporting card issuing and acquiring, payment switching, e-commerce, contactless payments and payment-network integrations.

• Ensure technology security and compliance with Bangladesh Bank directives, PCI DSS, applicable ISO/IEC 27001 controls and payment-network standards.

• Strengthen operational governance across service monitoring, incident and change management, performance optimization, root cause analysis, Business Continuity Planning (BCP) and Disaster Recovery (DR).

• Drive meaningful improvements in service delivery through automation, operational efficiency and continuous enhancement of ADC, payment, Call Center and integration services.

• Manage operational and technical relationships with Payment schemes, NPSB and other payment networks, ensuring timely delivery of mandates, certifications, security requirements and regulatory changes.

• Partner with Business, Operations, Digital Banking, Cards, Information Security, Risk and Compliance teams to deliver secure, scalable and customer-centric technology solutions.

• Manage technology vendors, Original Equipment Manufacturers (OEMs), payment networks and implementation partners to ensure Service Level Agreement (SLA) compliance, service quality and timely delivery.

• Build and inspire a capable technical team, fostering knowledge sharing, professional development and accountability through effective resource planning and performance management.