Technical Product Owner and Service Resilience Lead

Role outline

The Technical Product Owner and Service Resilience Lead acts as the regional technology interface for Global Payments Solutions across the Middle East, North Africa and Türkiye (MENAT). The role combines payments subject-matter expertise, technical product ownership, central bank and regulatory technology liaison, and service resilience leadership across the regional payments capability landscape.

The role translates regional business, customer, regulatory and operational needs into prioritised technology outcomes. It leads complex change across regional and global teams and ensures that payments services are stable, resilient, recoverable and operationally ready throughout the service lifecycle.

Key responsibilities

Act as the regional technology liaison with central banks, regulators and relevant payment authorities across MENAT, supporting technology engagement, regulatory change, information requests, reviews, regulatory requests and remediation activities.

Coordinate responses to central bank and regulatory technology requirements across Product, Operations, Engineering, Risk, Compliance, Legal and Service Support, ensuring clear ownership, appropriate evidence, timely escalation and closure.

Own regional technology requirements and manage dependencies across domestic, cross-border, high-value, low-value and instant payments, including Cards, Liquidity, Digital Assets and Currencies (DAC), Billing, Pricing and related supporting services.

Assess the end-to-end impact of regulatory, market and technology changes across these capabilities, ensuring operational readiness, resilience, controls and recovery arrangements are in place.

Represent regional business and operational needs throughout the product and service lifecycle.

Translate requirements into prioritised functional, data and non-functional outcomes.

Lead front-to-back change from discovery and design through testing, implementation and service transition.

Lead service resilience, availability, continuity, recovery and operational-readiness activities for the regional portfolio, including assessment of credible failure scenarios across people, process, technology, data, suppliers and markets.

Support go-live decisions and ensure appropriate controls, security, support and recovery procedures are in place.

Lead incident and problem triage, root-cause analysis, remediation, lessons learned and continuous improvement.

Monitor service health, availability and resilience indicators.

Act as the regional focal point for relevant internal and external audits, coordinating evidence, responses, findings and remediation through closure.

Act as the regional technology partner to Product, Operations, Engineering, Service Support, vendors and control functions.

Identify opportunities to improve automation, stability, efficiency, operating cost and Future State Architecture (FSA) adoption.

Required skills and experience

A university degree is essential for obtaining a UAE visa and work permit. Overseas qualifications must have current attestations and equivalency, where required.

Experience engaging with central banks, regulators or payment authorities on technology, payment-processing, resilience, regulatory-change or operational matters is desirable.

Broad understanding of the technology, operational and regulatory dependencies across payments, Cards, Liquidity, Digital Assets and Currencies (DAC), Billing, Pricing and related services.

Experience in technology, product ownership, business analysis, service management or payments within financial services.

Strong knowledge of domestic and cross-border payment services, including high-value, low-value and instant payments.

Proven experience translating business and regulatory needs into clear, prioritised technology requirements.

Experience delivering complex, front-to-back change across regional and global teams.

Strong understanding of service resilience, operational readiness, availability, continuity and recovery.

Experience managing incidents, problems, root-cause analysis and remediation.

Experience coordinating audit, risk, control or regulatory remediation activity across multiple services, teams or jurisdictions.

Experience working with technology service providers and vendors, including service-level management, continuity planning, recovery testing and operational resilience.

Strong stakeholder management, communication and influencing skills.

Ability to assess risks, dependencies and trade-offs, make decisions and remove delivery blockers.

Experience working in a regulated environment; MENAT experience is advantageous.

Relevant degree or equivalent professional experience in technology, engineering, business, finance or a related discipline.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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Issued by The Hong Kong and Shanghai Banking Corporation Limited