RAJU TAMANG
Thimphu,15
Summary
Results-driven digital transformation leader with a proven track record at Bank, successfully overseeing the launch of a cutting-edge Data Center. Expertise in Project Management and Leadership enhances operational efficiency and customer satisfaction while ensuring compliance. Dedicated to fostering team growth and driving organizational success.
Overview
19
19
years of professional experience
Work History
Chief, Digital Banking Division
Bank
03.2024 - Current
- Strategic leadership and overall management of the bank’s Digital Banking operations, ensuring alignment with organizational objectives to enhance profitability, operational efficiency, and customer satisfaction
- Responsible for supervising and driving performance across key areas, including Cards, Mobile & Agency Banking, and Alternate Delivery Channels
- Oversight of the development and execution of digital banking strategies, governance, compliance, and financial management to support sustainable growth and innovation
- Develop, review, and implement strategies, policies, and procedures to drive the growth and profitability of the bank's digital banking services
- Analyze and identify opportunities to improve digital banking operations, aligning with organizational objectives
- Provide strategic leadership to enhance the efficiency of digital platforms, ensuring alignment with business growth and customer satisfaction goals
- Conduct digital risk analysis, formulate mitigation strategies, and implement incident response mechanisms
- Oversee the management of the Cards, Mobile & Agency Banking, and Alternate Delivery Channels divisions, ensuring optimal performance and service quality
- Implement and supervise security measures, operational guidelines, and best practices to ensure the resilience and integrity of digital banking platforms
- Monitor digital transaction accounts, ensuring proper reconciliation, compliance, and financial health
- Foster collaborative relationships with internal teams, external partners, and vendors to enhance digital service delivery and implement new initiatives
- Liaise with regulatory authorities and ensure compliance with laws, regulations, and guidelines relevant to digital banking
- Lead and manage digital transformation projects, ensuring timely execution and alignment with organizational goals
- Monitor and review the effectiveness of digital services, using data-driven insights to propose and implement improvements
- Prepare and present comprehensive reports to management, including compliance updates and project progress
- Attract, develop, and retain top talent within the Digital Banking division through structured coaching, training, and career development initiatives
- Promote employee engagement and build a high-performance culture within the team
- Conduct regular performance reviews, recognizing achievements and addressing gaps through targeted interventions
- Provide leadership and guidance to teams in addressing operational challenges and driving customer-centric innovation
- Ensure adherence to governance frameworks, including Board-level reporting and regulatory compliance
- Maintain up-to-date policies and procedures, aligned with best practices and organizational goals
- Prepare detailed performance reports and present key metrics to the Director of Operations and the Board
- Address customer complaints and feedback, ensuring timely resolution and continuous service enhancement
- Execute additional responsibilities as assigned by the CEO, Director, or Board
Head, Data Center Division
Bank
02.2020 - 01.2023
- Facilitate the functions of technical and IT by managing servers, data, and applications, handling technical issues, and upholding data security and protection
- Further aid in introducing innovative digital technology into all business areas to enable the smooth delivery of valuable services to internal and external customers via alternate banking channels and project designing, planning, and implementation
- Strategize to optimize available IT assets, by using efficient technologies
- Oversee technical and IT issues within the data center i.e
- Computer and server operations, data entry, data security, data quality control, and management of the services and applications
- Integration of other IT systems, for complete data synchronization, including virtual systems, proprietary systems, and automation
- Adopt data center best practices and industry standards, for day-to-day service operations, to address suitable incidents, problems, changes, and capacity and to ensure business continuity/disaster recovery management
- Initiate Project Management to support cross-functions
- Monitor and review the business need and provide IT resources
- Support and guide focused training, knowledge management initiatives and exposure to best practices
- Review performance, reward and recognition and career planning decisions
- Guide the Network Operation Center Team (NOC), in monitoring the health of all systems
- Reporting, monitoring and any other task assigned by the management
IT Officer
Bank
02.2008 - 02.2020
- Maintain and ensure the maximum uptime of the data center and the security and integrity of the Bank’s systems
- Ensure that the data center which includes the servers and the database is working efficiently and effectively
- Installation and Optimization of Operating Systems and database are properly hardened, installed, and optimized
- Install & test the latest security patches on User Acceptance Testing (UAT) systems and database, and document them
- Develop, test, and implement backup and recovery procedures and document them
- Manage and administer all system users according to the Bank’s IT policies
- Fast and Efficient Arrangement of repair of hardware during hardware failures
- Reporting, monitoring, and any other task assigned by the management
- Actively involved in the preparation of Digital transformation strategy and Road map 2020 with external consultants
- Actively involved in the preparation of Digital IT strategy for the Bank
- Lead the team to design a Business Continuity policy (BCP), Disaster Recovery Plan (DRP), and Disaster Recovery strategy plan (DRS) for the IT Department
- Design and implementation of New Data Center Infrastructure for the Bank in 2019
- Active member in preparing the Procurement Rules and Regulation (PRR) 2013 for the Bank
- Received certification of appreciation in recognition for excellent performance in the completion and implementation of BoBL 24X7 Contact center as Project Manager in 2013
- Active member in the deployment of the first state-of-the-art Data Center for the Bank in 2008-2009
Customer Care Executive
BPO
06.2006 - 07.2007
- Answer calls within the specified AHT (Average Handle Time)
- Answer the call correctly, usually giving their name, the company they represent, and the department
- Ensure that the customer is happy and that they do not have any other queries
- Handle an appropriate number of calls per day (or at the very least be in the ‘ready’ state to accept calls for the right amount of time, if call volumes are low)
Manager, Data Center & Network Section
Bank
02.2023 - 02.2004
- Overall management of the bank's critical Data Center and Network Infrastructure
- Overseeing the Servers, Operating systems, Database, Network (LAN & WAN), and capacity planning for both the Data Center (DC) and Disaster Recovery (DR)
- Coordinate and manage capacity planning for PC Hardware, email solutions, Antivirus, security systems/solutions, Active Directory, Internet, SLA & /AMC tracking
- Report directly to the Chief of the ICT & Digital Banking Division and member of the leadership team with collective responsibility for achieving the Company's objectives and targets
- Formulate, review, and execute IT policies and procedures
- Analyze and identify causes of IT-related issues and areas of improvement
- Provide leadership guidance to new developments, alignment of applications for business growth
- Implement and supervise the security policies and best practices
- Manage overall spectrum of IT infrastructure and support
- Maintain healthy relations with internal and external contacts
- Initiate Project Management to support cross-functions
- Monitor and review business need and provide IT resources
- Recruit the right talent and develop them through structured coaching initiatives
- Support and guide focused training, knowledge management initiatives and exposure to best practices
- Review performance, reward and recognition and career planning decisions
- Guide the Network Operation Center Team (NOC), in monitoring the health of all systems
- Reporting, monitoring and any other task assigned by the management
Education
Bachelor of Computer Application (BCA) -
Sikkim Manipal University
India01.2006
Bachelors of Commerce - B.Com
University of Calcutta
India07-2005
Indian School Certificate (Class 12) -
Drukgyel High School
01.2000
Certificate of Secondary Examination (Class 10) -
Mongar High School
01.1997
Skills
- Policy Governance
- Project Management
- Budget Management
- Regulatory Compliance
- Functional Strategy
- Leadership
- Negotiation
- Risk Analysis & Mitigation
- Vendor Management
- Process Improvement
- Team Building & Training
- Training Need Analysis
- Core Banking System
- Oracle Database
- System Integration
- IT Infrastructure
- Datacenter
- Networking
- Unified Communication
- Problem-solving
Accomplishments
- Currently managing the Central Data Repository (CDR) project.
- Received consecutive outstanding ratings for the years 2021, 2020 and 2019.
Personal Information
- Date of Birth: 01/16/79
- Nationality: Bhutanese
- Marital Status: Married
Professionaldevelopments
- Business Writing Etiquette & SIY Mindfulness, Bank of Bhutan, 2021
- Oracle Database Administration (OCA 11g), Oracle University, 2017
- Oracle Cloud Enablement & Oracle Systems Training (Intel & SPARC), Singapore, 2017
- Certificate in Procurement Compliance (CPC), Royal Institute of Management, 2012
- Oracle Database Administration (OCA & OCP DBA 10g), Koenig, India, 2012
- Oracle Flexcube Core/Product Setup and Migration Strategy, Bank of Bhutan, 2009
- HPUX System and Network Administration (SNA) I & II, HP Education, Singapore, 2009
Timeline
Chief, Digital Banking Division
Bank
03.2024 - Current
Manager, Data Center & Network Section
Bank
02.2023 - 02.2004
Head, Data Center Division
Bank
02.2020 - 01.2023
IT Officer
Bank
02.2008 - 02.2020
Customer Care Executive
BPO
06.2006 - 07.2007
Bachelor of Computer Application (BCA) -
Sikkim Manipal University
Bachelors of Commerce - B.Com
University of Calcutta
Indian School Certificate (Class 12) -
Drukgyel High School
Certificate of Secondary Examination (Class 10) -
Mongar High School
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