We are looking for a tech-savvy and strategically minded Head of Technology & Systems, to oversee the technology infrastructure and lead key initiatives & projects across Direct Banking Division, which includes Europhone Banking (Contact Center), Telemarketing (Outbound Sales), Self-Service Terminals (ATM, APS, etc.) & Hybrid Sales. The ideal candidate will combine strong technological understanding with proven project management skills and the ability to coordinate across diverse stakeholders. The role ensures operational readiness and resilience, alignment with IT and Business Strategy, efficiency through automation, successful delivery of Direct Banking projects, data-driven decision support and overall, a seamless remote & self-service customer experience

Your key responsibilities will be:

• Leading, mentor, and develop the Technology & Systems team.

• Ensuring that all technology supporting Europhone, chatbots, IVRs, and self-service channels and terminals operates reliably, securely, and efficiently — contributing to frictionless customer journeys in Direct Banking.

• Guarantying business continuity through robust infrastructure, disaster recovery planning, and proactive risk mitigation across all Direct Banking touchpoints and contribute to the development and testing of crisis recovery plans.

• Acting as the central liaison between business units and IT, ensuring technology solutions align with the strategic direction and needs of the Direct Banking division.

• Driving the implementation of intelligent automations (e.g., speech-to-text, routing, workflow automations, ATM enhancements etc.) to reduce manual effort, accelerate service, and scale operations.

• Leading complex cross-unit projects—ranging from infrastructure upgrades to new contact center, sales and self-service terminals tools—ensuring on-time, on-budget, and on-quality execution

• Supporting Direct Banking with data flow integration and reporting mechanisms that enable performance visibility, SLA monitoring, and improvement planning.

• Facilitating cross-functional collaboration with business units, product owners, and operations to ensure end-to-end alignment on processes and service standards.

You will be a great candidate if you:

• Hold a bachelor’s degree in Business Administration, Information Technology, Engineering, or a related field (a master’s degree is a plus).

• Have at least 10 years of relevant experience in a similar role within the banking or technology sector.

• Possess solid knowledge of Contact Center systems and experience in leading complex, technology-driven projects.

• Demonstrate strong organizational, communication, and stakeholder management skills.

• Are fluent in English, both written and spoken.

• Have experience working in or with Contact Centers and/or Digital Banking channels.

• Exhibit high analytical thinking and strong attention to detail.

• Display excellent communication and collaboration skills, with the ability to influence across different functions.

   

  What’s in it for you:  

  • Competitive remuneration.  

  • Hybrid work: work-life balance through remote and in-office work.     

  • Learning & Development:  

  • Access Unlimited LinkedIn Learnings, international training methodologies  

  • Upskilling, Professional development and career guidance from successful executives.     

  • Identification and Utilization of Talent Pool through a structured Talent Management process.     

  • Wellbeing:  

  • Premium Health & Life insurance for you, your partner and/or your family and mental health support.   

  • Pension plan to support your plans and future financial expectations.    

  • Team building & wellbeing activities.    

  • Potential Extra days of annual leave (Winter Bonus).      

  • Engage in volunteering activities through our TeamUp program.  

  • Extra Benefits: 

  • Exclusive discounts at partner stores.    

  • Staff pricing for banking products.    

  • Nursery and summer camp allowance for your little ones.