Manager Operations

Job description

Job description

Why join us?

We look for people who are ambitious and want to develop their career while making a strong contribution to Asset Services to help and achieve Service Delivery. Our connected work force helps us meet the needs of clients.

The Opportunity:

·  Securities processing demands the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness.
·  The challenge of the business is to work under different parameters including multiple time zones, 24 hour flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the corporate action services provided and the extent of the delivery of the services are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.
·  The job holder is responsible for implementing Company strategy and rollout effectively to teams in order to achieve the common goal of the Company.  Identify a broad inter-team goal that extends beyond the boundaries of either team to create a unifying factor. Responsible for cultivating the spirit of teamwork, staff’s sense of belonging and effective communication that leads to continuous improvement in productivity and quality. The job holder is required to make decisions, identify and resolve complex queries on a day-to-day basis. Is responsible for capacity planning and generation of MI across the section for business and GSC management.  She/he is given the autonomy to manage the business and foster continuous improvement in cost efficiency and customer service within a board constraint. Responsible for maintaining a climate in which creativity thrives and in which processes and productivity are continuously improved.

What you’ll do:

Leadership and teamwork:

·  Effectively drive and manage change to achieve business goals (e.g. process improvements/changes in procedures).
·  Plan and promote Band Progression to meet Business requirements and Staff expectations.
·  Lead by example.
·  Drive staff development through soft skill training, personal development plans and performance management reviews.
·  Strike balance among task, team and individual to inspire and influence staff to bring out their best.
·  Motivate and develop team members to meet business objectives.
·  Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues. 

Customer service and problem resolution:

·  Set an example in Leading to be Customer driven by implementing effective customer feedback mechanisms and monitoring Service Quality of the section to ensure high Customer Service Standards.
·  Drive customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
·  Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary.
·  Establish and maintain effective relationship with customer business areas and identify areas of service improvements.

Operations:

·  Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
·  Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
·  Ensure knowledge retention in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition).
·  To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.
·  To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
·  Work is organized and processed/completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
·  Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer Service Level Agreement (SLA)’s.
·  Procedural changes/new initiatives are reviewed, fully communicated to and implemented by the teams under control.
·  Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.

Process improvements:

·  Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness. 

Management information:

·  Management Information (MI) and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.

Requirements

What you will need to succeed in the role:

Knowledge:

·  A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.

Experience:

·  At least 3-5 years of experience in Corporate Action and management position with exposure to appraisals, counseling, team building and staff development.
·  Experience in a processing environment.

Skills:

·  Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting.
·  Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
·  Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams.
·  Experience of successfully managing and developing a team in a previous role.
·  Evidence of process management skills with an ability to initiate process improvements.
·  Initiate cost control measures by achieving resource efficiency and managing overheads.

What additional skills will be good to have?

·  Has exposure to Corporate Action or Securities Services life cycles will be an advantage.