Assistant General Manager/Senior Manager - Cards Operations - Bank

Experience : 14 to 18 Yrs. of experience in Banking / Operations

- Experience in Retail/Commercial cards operations with knowledge of cards business life cycle experience is highly preferred

- Manage process quality and continue to re-define and improve the same using digital solutions like BOTS, RPA etc.

- Process excellence using six sigma methodologies

- Experience in transformation projects w.r.t credit card operations is added advantage.

- Communication and interpersonal skills are critical to success in the role, given the level of cross-team and client engagement involved, and senior management exposure

- The candidate should be able to work independently and in multi-dimensional teams equally effectively, be creative, and be a critical thinker

- Experience in execution and management of large projects successfully - Strong influence management skills

- Must have strong attention to detail and solid time management and organization skills

- Strong and effective written and verbal communication skills across diverse audience and levels

- Ability to work against tight timelines and multi-task

- Ability to develop staff at all levels within the space continuously to retain and upskill talent

- Skilled in escalation management

- Logical thinking and attitude for learning

- Excellent team worker, able to work in virtual global teams

- Ability to clearly communicate to stakeholders on the Client side effectively and work collaboratively to ensure effective solution on all potential issues

- Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of Cards business life cycle / processes

- Liaise with Operations Leads and clients on day-to-day delivery and meet structured deliverables deadlines

- Mentor Change Management including automation initiatives including transformation and robotics, and drive productivity milestones

- Monitor operations health in terms of SLAs, KPI, Risk Indicators and Process Metrics

- Setting individual performance plans for direct reports, providing coaching and feedback through a formal review process

- Review workflow scheduling, staffing and volume to ensure that service standards are met

- Lead / Conduct Team meetings, goal setting and performance reviews -

- Escalate / raise identified control gaps in the process

- Ensure all Internal / External Audits are green

- Keep pace with technical innovation and maintain a broad understanding of commercial card terminologies

- Accountable for all mandatory trainings for self & team to be completed within timeline

- Flexibility to work extended hours as and when required

- Ensure various reports/MIS dashboards, handover reports, sweep reports etc. are sent