Operations Manager, AVP

Role Description

• The Operation Manager is also ultimately responsible for the performance of teams, supervisors and individual contributors in that any operational and transactional processes under the teams remit are performed within agreed policies and procedures.
• They ensure that key process and risk indicators, controls, service level agreements and vendor management are adhered to and evidenced; this includes creating a strong culture of risk mitigation and management.

Your Key Responsibilities

• Responsible for directing the timely, complete and accurate processing of transactions (including performing all relevant controls) within own area of responsibility and the implementation of strategies to ensure continuous process improvement
• Provides direction, management and oversight to functional teams within own area of responsibility to ensure that processes are in line with all internal and external policies/guidelines and requirements of the regulators
• Partners with the GBS Client Management (CRM) and Business Development Management (BDM) functions to ensure operational delivery across product and business lines within agreed SLAs, KRIs and/or KPIs
• Understands, translates, communicates and applies GBS and Business strategies and objectives within own area of responsibility, ensuring that direct reports and functional teams are aligned to overall strategy and objectives
• Responsible for delivery of service operations to agreed budgetary targets; provides financial management information and reports to stakeholders, product and functional heads as required
• Responsible for the escalation of operational, regulatory and other risks to the COO and Organisation Leadership functions; responsible for the development and implementation of mitigation or control solutions within own area of responsibility
• Partners with the GBS COO and Change functions to scope and define large scale change projects to deliver sustainable process and performance improvement
• Provides direction, oversight, advice and guidance to direct reports and functional teams within own area of responsibility to create and foster an environment of continuous improvement

People Management

• Creates an environment where people management and development is the number one priority. Empowers, manages, coaches and mentors direct reports and others in the organisation
• Actively communicates and cascades the COO strategy, plans and values at all levels in the organisation driving a high performance culture, enabling effective navigation of the organisation, and supporting efficient decision making
• Drives the achievement of high performance through effective career management of direct reports, providing equitable opportunities, supporting succession planning and talent management processes to ensure continuous development of people capability & delivery of results
• Acts as a management role model, communicating SMART business driven objectives at the beginning of the year, ensuring every team member has regular, continuous and constructive performance reviews, encouraging career development, nurturing talent and fostering diversity
• Proactively manages tough people decisions to ensure people performance is aligned with organisation imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance.

Your Skills & Experience

• Product and End-to-End system knowledge in the product line
• Expert-level analytical skills, flexible regarding production problem solving
• Excellent communication skills, fluent in English and local language (written/verbal) as appropriate
• Excellent team leader, able to work in virtual global teams and a matrix organization
• Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of the GBS offering
• Open minded, able to share information, knowledge and expertise with peers & team members
• Experience in managing system outages and follow-up actions from an Operations perspective
• Able to work with the senior management team to help compile presentations/MIS/reporting for on-going projects and initiatives.
• Able to operate effectively within tight timeframes and provide support and cover where required for team members.
• Experience in reconciliations and settlements process.
• Ability in Project Management, Business Transition, Process Re-engineering and Improvements
• Bachelor Degree from an accredited college or university (or equivalent)