Domain: Banking / Financial Services, Complaints Lifecycle Management

JD

Lead the end-to-end design and implementation of M&T;'s ServiceNow Financial Services Operations complaint-management solution. Own solution architecture, functional design and delivery governance while ensuring the platform supports regulated banking complaint processes.

Key responsibilities

* Lead ServiceNow FSO Complaint Management implementation and solution design.

* Translate complaint-management business and regulatory requirements into ServiceNow capabilities.

* Design an end-to-end governed complaint case covering omnichannel intake, taxonomy/classification, prioritization, routing, investigation, SLAs/regulatory clocks, evidence, approvals, remediation and closure. These capabilities align directly with the M&T; solution direction documented for the RFI.

* Lead ServiceNow configuration, workflow and integration design across banking operations, payments/disputes, fraud, risk, compliance and legal.

* Define integration patterns with core banking, cards/payments, CRM/Customer 360, document management, fraud and analytics platforms.

* Drive requirements, architecture, fit-gap, testing, release and implementation planning.

* Ensure regulatory controls,



auditability, data security and human approvals are embedded into workflows.

* Coordinate business, UX, AI, engineering and change-management workstreams.

Mandatory skills

* Strong hands-on ServiceNow FSO / Financial Services Operations

* ServiceNow Complaint/Case Management

* ServiceNow workflow/configuration/integration

* Banking or financial-services domain experience

* Regulated case management / complaints / disputes

* ITSM/ITAM and ServiceNow platform engineering

* API/integration architecture

* Robust customer-facing solution leadership

M&T;'s working session also specifically called for deep ITSM/ITAM experience supporting ServiceNow configuration, workflows, integrations, data security, testing and release management.

Target profile: I would look for 10+ years overall, 6+ years ServiceNow and demonstrable FSO implementation experience, preferably with a bank or other regulated financial institution. This experience range is my recommendation for screening, not an M&T-stated; requirement.

Pay: ₹610,000.00 - ₹2,090,000.00 per year

Work Location: In person

📌 ServiceNow FSO Implementation Manager / Solution Lead (Bengaluru)
🏢 Deus IT Solutions
📍 Bengaluru