Job description 

 Role & Responsibilities

Operational Governance & Reporting -

 Operations Management : Effectively monitor operations of assigned line of business and become a successful interface between internal and external stakeholders

 Performance trend review and analysis : Identify performance trends using performance dashboard, take proactive & sustainable measures for competitive operations governance against contracted SLA’s

 Operations Management/Leadership Reporting : Periodically review and report LOB metrics to Sr. leadership and suggest performance improvement areas

 Operations Risk Management : Identify risk environment for the division/LOB, implement and manage effective controls

 Process Management Planning : Strategic allocation of responsibilities within the business unit (QC, WFM, trainer, production staff), assign AM/UM responsibilities to be in lines with changing business/stakeholders’ requirements

 Manpower and Skill-Metrix : Periodic review of talent spread and skill matrix with timely governance of recruitment and onboarding of operations staff

 Problem Analysis and Resolution : Be able to perform and train AM’s/UM’ on identifying core challenges (team, individual, process, job, client etc.) and help create a solution-oriented team

 Identify process improvement opportunities with competency in coordinating & implementing different transformation methodologies

Stakeholder Management/Client Relationship -

 Lead stakeholder connects and maintain effective client communication through available communication channels

 Ability to interpret organization, business as well as client requirements and act with agile approach

 Scheduled/ad-hoc governance and financial reporting

Service Level Agreement (SLA) & Compliance -

 SLA Management : Effectively monitor performance SLA and ensure smooth delivery of the committed volume

 Deep understanding of service levels and must have experience in client SLA management/adherence

 Compliance Adherence : Accountable for adherence of ISO/PCI compliance controls, audit requirements within the division/LOB and accountable to implement effective controls on identified alerts

Employee Centricity -

 Motivate aligned teams and foster a culture of continuous learning and skillset enhancement

 Schedule connects with teams/managers, identify their needs, area of opportunities etc. with proactive closure of actionable

 Accountable towards fostering the development of aligned division/LOB by leading employees towards career advancement with a long-lasting and fruitful relationship through timely & constructive feedback, effective counseling as well as timely rewards and recognition

 Skills and Requirements

 10+ years of work experience with strong US Wealth Management/Capital Markets expertise (Retail Accounting, account maintenance etc.); Industry certification will be added advantage

 Prior experience in leading a mid-size team (120-180 FTE) in dynamic operations environment

 Very strong at planning and be able to effectively interpret, analyze and present PowerPoint presentations/ Power BI /MS Excel reports to stakeholders

 In-depth knowledge of performance metrics

 Stakeholder management with excellent communication and interpretation skills (client communication, relationship management, business review, etc.)

 Must have experience in managing direct client facing role

 Must have represented business for transformation projects

 Creative & strategic thinker with capacity to foster similar attributes within team

 Willing to work US working hours (24x7 operations environment)

 Lean and Six Sigma knowledge

Skills

PRIMARY COMPETENCY : Banking And Capital Markets PRIMARY SKILL : Non-Voice PRIMARY SKILL PERCENTAGE : 100