Operations Manager - Financial Services

Transn Procng Opss Mgr

Job Description – Operations Manager

(Project Money)

➢ 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

• Leadership Reporting: Periodically review and report LOBs (line of business) metrics to Sr. leadership and suggest performance improvement areas

• Operations Risk Management: Identify risk environment for the LOBs, implement and manage effective controls with help of support departments

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

• Manpower and Skill-Metrix: Periodic review of talent spread and skill matrix with timely governance of recruitment and onboarding of operations staff. Skill based alignment of talent within the LOB’s

• 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 with effective client communication through available communication channels and maintain positive customer sentiment and relationship

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

• Scheduled/ad-hoc governance and financial reporting

Business Focus, Service Level Agreement (SLA) & Compliance -

• Incentive & Revenue Loss Prevention: Effectively monitor performance SLAs and ensure smooth delivery of the committed volume. Incentive maximization and identify ops expansion areas within the LOBs • Compliance Adherence: Accountable for adherence of ISO/PCI compliance controls, audit requirements within the LOBs and accountable to implement effective controls on identified s

Employee Centricity -

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

• Schedule mandatory and ad-hoc skip as well as direct connects with teams/managers, identify their needs, area of opportunities etc. with proactive closure of actionable

• Accountable towards fostering the development of aligned LOBs 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

• Certification/Experience in Data Analysis
• 8+ years of strong operations management experience within US Wealth Management/Capital Markets/financial services; Industry certification will be added advantage
• Very strong at planning and be able to effectively interpret, analyze, build, 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.)
• Deep understanding of service levels, work order etc. Must have experience in client SLA management & adherence
• Must have experience in managing direct client facing role
• Experience in representing business/delivery 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