Director – Head of Customer Experience

Job Title: Director Head of Customer Experience & Production Support, Corporate Banking Technology (TDI)

Location: Pune / Bangalore

Corporate Banking is a technology centric business, with an increasing move to real-time processing, an increasing appetite from customers for integrated systems and access to supporting data. This means that technology is more important than ever for the business.

Deutsche Bank is one of the few banks with the scale and network to compete aggressively in this space, and the breadth of investment in this area is unmatched by our peers. Joining the team is a unique opportunity to help rebuild the core of some of our most mission critical processing systems from the ground-up.

Our Corporate Bank Technology team is a global team of 3000 Engineers (and growing) across 30 countries. The primary businesses that we support within Corporate Bank are Cash Management, Securities Services, Trade Finance and Trust & Agency Services. CB Technology support these businesses through vertical CIO aligned teams and by horizontals such as Client Connectivity, Surveillance and Regulatory, Infrastructure, Architecture, Production, and Risk & Control.

The Head of Customer Experience and Production Support for Synthix is responsible for ensuring a seamless, reliable, and high-quality experience for all Synthix customers across every interaction with the Synthixs digital products and support channels. This leader bridges the gap between customer engagement, technical production stability, and service delivery, driving operational excellence and customer satisfaction in a fintech environment.

Key Responsibilities

Leadership & Strategy: Define and execute the strategic roadmap for Production Support across Synthix, ensuring alignment with business priorities and TDIs global support framework. Drive operational excellence through best-in-class reliability engineering, observability, automation, and proactive service management. Serve as the senior escalation point for all high-severity incidents, providing leadership under pressure and ensuring timely stakeholder communication.

Operational Management: Oversee end-to-end production stability across payments, trade finance, cash management, and other Corporate Banking platforms. Establish and track key performance metrics (MTTR, MTTD, SLA adherence, and uptime) to ensure continuous service improvement. Implement a culture of accountability and ownership within the production teams, fostering a you build it, you run it mindset across technology streams.Transformation & Automation: Drive automation-first strategies to reduce manual interventions, improve recovery time, and enhance predictive maintenance capabilities. Partner with development and infrastructure teams to modernize production environments, streamline release management, and ensure resilience in cloud and hybrid architectures. Champion adoption of SRE (Site Reliability Engineering) and DevOps principles within production support.

Stakeholder Management: Collaborate closely with senior business leaders, product owners, and control functions to ensure transparency and proactive risk management. Engage with regulators, auditors, and risk partners to uphold the highest standards of compliance, control, and governance. Communicate complex technical issues clearly to non-technical stakeholders, maintaining confidence and alignment at executive levels.

People Leadership: Lead, mentor, and develop a high-performing global production support organization across multiple time zones. Foster a culture of collaboration, innovation, and continuous learning. Drive talent development and succession planning across critical support functions.Skills & Experience 20+ years of experience in technology operations or production support within global banking or financial services. Proven track record of leading large-scale, mission-critical production environments, preferably within Corporate or Transaction Banking. Strong understanding of end-to-end technology ecosystems including microservices, APIs, cloud infrastructure, distributed systems, and databases. Expertise in incident management, root cause analysis, automation tools, and observability platforms (e.g., Splunk, AppDynamics, ServiceNow). Deep appreciation for regulatory, risk, and operational control frameworks in banking. Exceptional communication, stakeholder management, and crisis leadership skills. Experience in driving transformation programs and implementing SRE/DevOps models at scale.