Team Leader Shared Services SBS Banking Shared Services Team Leader Specification Role Title: Team Leader, Shared Services Business Unit: Suncorp Business Services Location: Brisbane Division: SBS Bank Pay Band: Fixed Salary 5 Department: Banking Platform Leader profile: Firstline Leader Role Reports to (role title): Direct Reports (role titles): Total employees (total number of employees reporting through to this role, if applicable):, Banking Platform Project Managers, Iteration Managers, Architects, Business Analysts, Software Engineers, Testers 68 (12 FTEs, 46 Partners) Purpose of the role (What the role does; how the role contributes to the team/department/division goals) The role is accountable for the management of a portfolio of projects delivering to a diverse mix of stakeholders across Bank business units. The role is accountable for the leadership of the team of professionals and partners in a distributed Agile environment. The team is made up of four squads: Batch create, execute and maintain the batch processing for the Oracle Banking Platform. Security implementation of the security framework including application, infrastructure and integration security for the Oracle Banking Platform. Configuration implementation of a framework and capability to manage and migrate application configuration for the Oracle Banking Platform. Workflow create and maintain system workflows to support business processes in the Oracle Banking Platform. Key Accountabilities (Key activities, tasks and outcomes to be achieved) Being a trusted advisor to management: Challenge and engage with the leadership team on improving our performance. With the leadership team, contribute in the development and advocate the Banking Platform Strategic plan and investment portfolio. Work as one leadership team. Establish a capability within Banking Platform-Shared Services that drives innovation and business outcomes, in particular customer service. Engage management and promote Banking Platform-Shared Services strategies and solutions. Drive the department and team execution of technology roadmaps for customer benefit Provide thought leadership to ensure successful design and implementation of technology strategies that align with BT Bank goals and strategies Develop a rolling 3 year strategy and implementation plan for the Banking Platform-Shared Services aligned to BT Bank Strategic goals. Collaborate with customers and other SBS teams to ensure engagement and support for strategies and that technology roadmaps are aligned to enterprise architectures and customer requirements. Govern the delivery of the Banking Platform portfolio of work to agreed OLA s and SLA s. 1
Work closely with other teams to deliver quality services. Highlight opportunities for the creation of low effort, standard offerings for high volume customer requests Drive efficiencies within the Banking Platform through proactive sponsorship of improvement initiatives. Platform Health and Quality of Customer Service Highlight Banking Platform-Shared Services incident trends for root cause investigation. Respond to and restore Banking Platform services to normal operation within SLA. Ensure 3rd party services and maintenance providers meet their SLA and OLA obligations. Ensure team complies with platform architecture, patterns, policy and design. Including configuration management. Deliver Banking Platform environments to agreed dates. Relationship Management Promote productive relationships with all internal and external stakeholders to ensure delivery of Group and company strategies and objectives. Act in a way that supports effective stakeholder outcomes whilst positively influencing our market reputation and brand. Have positive communication within all relationships to maximise efficiency and effectiveness of service provisions and the realisation of opportunities for improvement. Financial Management Understand Group, Bank and SBS strategies and be able to communicate this knowledge to team. Have awareness of functional/departmental budgets, expense base and FTE count. Identify and implement cost saving and efficient ways of working. Ensure compliance with appropriate finance policies and delegated authorities. Risk, Compliance & Governance Have awareness of the requirements of the Risk Appetite Statement (RAS) risk frameworks and company policies and standards and escalate risk and compliance issues as necessary. Promote a Risk and Compliance aware culture within own team. Responsibly manage compliance with all legislative and internal policy obligations. Act in a way that supports and champions a risk culture. Leadership, Culture and People Management Demonstrate and promote positive behaviours which sustain high engagement levels within own team through: Develop a culture that supports team engagement and high performance. Provide coaching, mentoring and professional development opportunities for direct reports in line with career development plans. Understand and apply the performance management process in a timely manner for all underperforming staff. Understand and apply people policies as appropriate and support capability and talent development of team members, formalising the process via individual performance appraisals and associated learning tools. Promote health, safety and wellbeing of staff. Working Relationships (Key stakeholders, clients, customers, suppliers, providers, consultants, etc.) Internal Relationships Work collaboratively to build and maintain strong relationships with business customers, project stakeholders, fellow team members and other SBS Technology teams. External Relationships Build and maintain strong relationships with strategic partners and vendors. 2
Organisation Chart Banking Platform Team Leader Shared Services Project Managers Iteration Managers Architect, BA, SW Eng & Tester Person Specification Key job requirements Qualifications University degree in Business, Information Technology or related discipline or equivalent industry related experience (mandatory). Experience At least 5+ years of experience in a similar role. Experience of IT infrastructure operations in a large organisation (desirably within the Financial Services industry). Advanced knowledge of Agile development methodologies. Skills and Abilities (skills, knowledge, technical or specialist capabilities) Exceptional communicator and able to influence others to generate positive customer outcomes. Strong customer service ethos and thought leadership in providing technology customer service. Ability to contribute to strategic perspectives and translate into tactical actions. Planning projects, budget, workforce. Communications & climate setting within the team. Feedback & coaching to direct reports. Performance measurement, monitoring and management of direct reports. Rewards & recognition of direct reports. 3
Job design to match functions delivered within the team. Relationship building up, down, sideways for team s benefit. Delegation to direct reports. Recruitment of staff. Acquisition of resources. Excellent knowledge in organisational change management. High level of flexibility with the ability to adapt to change. Behaviours Behaviours consistent with Suncorp Group Values (Courage, Honesty, Respect, Fairness, Caring, Trust). Suncorp Leader Profile Core Competencies FIRSTLINE LEADER Clarity of Purpose: Knowing and contributing to our strategy, planning for success and driving the strategy with a sense of purpose. Makes sure the team goals are clear and linked to the Group vision. Manages the resources and operational risks and determines the day to day activities. Works with Business Leaders and team to ensure delegated goals are achieved. Customer Focus (Internal and external): Knowing and delighting our customers, delivering great customer outcomes, sharing and learning from customers. Focuses the team on the customer s needs, understanding and helping them. Seeks information on what the team s customers want and develops it if it does not exist. Cuts through useless bureaucracy to deliver great customer service efficiently. Drives customer service as a team priority. Relentless Execution: Having clear objectives and targets linked to the strategy. Measuring, adjusting and continually improving results. Building high performance teams. Sets clear goals for the team and individuals, tied to the company vision. Clears the path for the team to reach their goals by making and owning decisions. Manages great team performance and tackles underperformance until it is resolved. Applies risk management practices in day to day work and planning. Building Great Teams: Working as One Team, attracting, developing, growing great talent, sharing and learning from others. Stands up for the team s best interests and creates a safe environment for them to perform. Attracts the right people and motivates them through regular one on one time focused on individual development and progress. Collaborates across teams to deliver results. Builds unity across different environments including with partners and virtual teams. Values, diversity and each team member s unique contribution towards achieving team goals. Simplicity and Agility: Keeping things simple while driving innovation and creativity for competitive advantage. Continuously 4
Suncorp Leader Profile Core Competencies improving the way we work and removing blockages. Anticipating and adapting to changing market and business challenges. Identifies and removes red tape and waste in the team s work. Encourages teams to offer practical and innovative ideas. Removes blockages to performance, escalates issues and keeps pressing until they are resolved. Supports teams to evolve, adapt and change. Prepared by: (Name & position) Approved by: (Name & position) Charles Pizzato Charles Pizzato Date: 27/11/2015 Date: 27/11/2015 5