Location: Coimbatore (full time in office)
Company Overview
Nio drives digital transformation for enterprises globally using AI, Odoo and Nio Insight (our core financial and compliance software). With a market footprint spanning the US, UK, Panama and the Caribbean, we are hiring for our world-class engineering hub in Coimbatore.
Summary
We are seeking a Service Delivery & Compliance Manager to oversee regulated financial-institution platforms for NBFIs under long-term service agreements. The role ensures SLA delivery, security, data protection, audit, reporting, and business continuity compliance while managing sub-contractors and client reviews.
This is a governance and client-management role, not a hands-on engineering position. The candidate will support the transition from implementation to managed service operations and work closely with the Trinidad delivery team from Coimbatore across time zones.
Key Responsibilities
Service Delivery: Own platform performance against SLAs, including availability, response/resolution times, recovery objectives, incident management, root-cause analysis, and service-improvement reviews.
Security & Compliance: Manage security, data protection, breach notification, penetration testing, SOC 2 / ISO 27001 assurance cycles, backup, archiving, and disaster-recovery testing in line with client obligations.
Sub-Contractor Management: Monitor approved sub-contractors against Nio’s service, security, and compliance commitments, ensuring issues are resolved before becoming contractual breaches.
Client Governance: Act as the operational contact for client vendor-oversight, risk, and compliance teams; manage review meetings, compliance reporting, audits, regulator-driven requests, and ongoing obligation tracking.
Transition & Scaling: Lead the transition from implementation into managed service operations and build scalable delivery, security, and compliance practices for future NBFI client engagements.
Requirements
Experience in service or delivery management within regulated industries such as banking, financial services, or insurance, with accountability for SLAs and client obligations.
Working knowledge of core banking or lending platforms for NBFIs and related operational and regulatory requirements; deep AWS or engineering expertise is not required.
Experience with IT service-management processes including incident, problem, change, and service review management, preferably ITIL-aligned.
Practical understanding of information security, data protection, access control, breach handling, and penetration-testing programmes.
Experience managing third-party vendors or sub-contractors against contractual obligations and compliance requirements.
Ability to interpret service agreements and translate security, audit, reporting, and compliance obligations into operational practices.
Strong client-management and communication skills, with experience engaging risk, compliance, and vendor-oversight teams.
Excellent written and verbal English communication skills and the ability to manage engagements across time zones with Caribbean-based teams and clients.
Nice to have
Familiarity with Caribbean financial-services or regulated/emerging markets, including awareness of central-bank outsourcing expectations.
Relevant service, project, security, or governance certifications such as ITIL, PMP, PRINCE2, CISM, CISA, or ISO 27001.
Exposure to SOC 2 or ISO 27001 audits, including audit preparation, coordination, and evidence management.
Working knowledge of cloud-hosted platforms, core banking systems, APIs, identity, and analytics tools sufficient to collaborate with engineering teams.
Experience supporting disaster-recovery and business-continuity testing, managing multiple client engagements, and building scalable governance and reporting practices.
Understanding of AML/KYC and onboarding workflows for NBFI clients, sufficient to oversee related operational obligations.
Benefits
