Role Description The Operations Lead is typically responsible for the supervision and oversight of a team and/or of workflow and functions. The Lead may perform regular business activities but has responsibilities for people management, workflow, training, and performance of controls. This would include to a large degree oversight of performance to Key Performance and Risk Indicators and Service level agreements. They have expertise or deeper understanding of process, product and/or the business and play a key role in facilitating communication between functional teams, sharing knowledge and good practice. They lead and foster the team dynamic, often providing resource strategy input and focus on process and performance efficiency. They are responsible for analysis, change and continuous improvement as well as the first or second level escalation point for the team. The Operations Lead proactively identifies, escalates, and takes steps to substantially mitigate risk issues within and outside of direct main business area and is also responsible for building, fostering and managing relationships with relevant stakeholders (internal and/or external) and in particular around the more time critical, complex or regulated tasks. Client Account Management (CAM) function is responsible for setting up and maintaining trading accounts for Global Markets & Global Banking Divisions. Key scope of activities within CAM involve setting up & maintenance of account (Client and Internal) in downstream systems supporting respective products. Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures. Responsible for processes being followed and that teams are facilitated collaboratively to continuously improve these processes. Deep understanding of the business, process and/or product. Provide input into the creation of the Banks strategic goals and being an ultimate driver of the direction and performance to target. Responsible for driving transformation and continuous improvement, leading programs or projects. Manage and foster relationships with various stakeholders. Create robust management and team structures through rigorous recruitment & people development initiatives, ensuring the team is positioned well to execute a high standard of delivery and results within a controlled environment. Ensure that key process and risk indicators, controls, service level agreements are adhered to and evidenced; this includes creating a strong culture of risk mitigation and management. Your key responsibilities Process : Strive towards greater efficiencies and productivity within the teams. Ensure the team is meeting targets within agreed SLA and maintain the expected accuracy First point of contact to onshore for any escalation. Maintain employee work schedules including assignments, job rotation, and training. People : Development plans for teams as well as creation of effective backups. Ensuring people connects via one-on-one meetings appraisal related discussions. Also ensuring that all compliance trainings are completed on time. Bring about greater teamwork, ensure, and encourage greater innovation and knowledge sharing. Also encourage efforts talent via recognition awards for team members. Handling and addressing the people within the team. Handling attrition. Manages the hiring and back filing within the team Managing the leave approvals for the team Control : Ensure client centricity and focus in adherence to set procedures control requirements. Engage with operations teams key stakeholders periodically to enhance customer experience, reduce operational risk and failure team. Ensure that regulatory and audit deadlines and obligations are effectively met. Control ageing for account opening maintenance requests in line with SLAs. Establish a strong control awareness via identification and assessment of risks, escalation of risks in a timely fashion. Supervisory Checklist Change : Constantly challenge the process with a view of bringing about improvisations and efficiencies in daily operations as well as enhancing the quality of static updates. Strive for transformational change and continuous improvement and efficiency. Your skills and experience Minimum bachelors degree or equivalent Candidate should have a minimum of 10 to 12 years of relevant work experience in static data. Knowledge of Foreign Exchange and Money Market products Ability to understand prioritization and client complaints to ensure proper and timely resolution Knowledge of key application (FXPCA, DBI, dbCAR, GDS, Kondor) Experience of managing Stakeholders (Mandatory) Experience of managing through the regulatory and internal/external audit Flexible to work additional hours or weekend during spike in volume Experience in management, operations, and leadership. Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities. Basic knowledge Banking & Financial products like Foreign Exchange & Money Market Financial Products and financial instruments Understanding of Control, Compliance, and Investigation/chasing functions in Banks. Ability to interpret regulatory guidelines and assessing risk scores. Good level of understanding of Front to back connectivity from a process and system perspective Capable of identifying process or control failure points. Proactively escalates for remediation and contributes ideas for resolution. People Management Skills & should be able to handle the queries of team, management and Clients. Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures Ensure that process should be Audit ready all the time. Should be able to manage the escalations by following the process Escalation matrix. Excellent communication skills. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email Ability to build consensus and relationships among managers, partners, and employees. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary. Controls driven mindset & eye for details Time management; organization and prioritization of tasks, setting own deadlines and working to defined targets Production of daily/weekly/monthly MIS, commentary, controls, and reporting to senior management Strong analytical skills and attention to detail including a strong control focus.
