Director - Operations

Looking for People with Back office Operations / Shared Services experience.

JOB PURPOSE:

- The job plays a critical leadership role in the Shared Services Centre and manage the Operations for the client. It require to exercise own initiative, discretion and independent judgment as necessary. This role is accountable for the oversight of functions that service the teller lines, agents, and customers, day-to-day policy and procedure adherence, related regulatory framework adherence and improvement of operational performances as demanded by the client's business

KEY ACCOUNTABILITIES: maximum 12/14 accountability statements in the form of verb/noun/result area

Description -

Performance Indicators - 

- Ensure all relevant policies, procedures, internal controls and processes are kept up-to-date and all regulatory and other requirements are met

- Ensure 100% policy adherence and regulatory demands

- Establishes goals and objectives for the department Operations function.

- Setting up goals for the department and drive it through the functions to achieve it as per the timelines

- Ensure the accuracy of all necessary criteria for specific loan types, products, rates and fee structures.

- Revisiting periodically the existing criteria of product types and fee strucutres regulalry to safeguard financial losses and be in line with industry standards

- Monitor workflows and department metrics to increase service levels while increasing staff productivity without sacrificing quality or increasing risk.

- Benchmark the department metrics with the industry standards and uplift the service efficiency and staff productivity

- Manage and redistribute workload when necessary to maintain established service levels and ensure a positive customer service experience.

- Ensure agreed service levels are intact and breaches are recorded and necessary actions are taken to avoid recurrence

- Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues

- Maintain proper RPNs for risks associated with the processes/products and take appropriate actions to mitigate the risk

- Monitor daily, weekly and monthly MIS on the performance

- Ensure periodic MIS to management on the product performance, staff productivity

- Participates in the review and recommendation of operational systems and procedures affecting assigned units, coordinating system conversions from an operations perspective.

- Suggest and implement process and system enhancements to improve operational efficiency and overcome challenges

JOB CONTEXT: A general commentary of any aspects of the job that do not fit logically in the other sections e.g. current projects, operating context/environment

- The job requires better understanding of functioning of Non-banking financial institutions in India and related regulatory guidelines

COMMUNICATIONS & WORKING RELATIONSHIPS: Define what is communicated to whom and why

Job demands the candidate to liaise with higher officials of the clients and internal stakeholders frequently-

FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY: Define the nature of policy/procedure/instruction constraints and the nature of reporting relationships with the boss as well as any relevant financial sign-off authorities

As per the company policies and procedures.

QUALIFICATIONS, EXPERIENCE, & SKILLS: Define the skills, knowledge and experience specific to the job in question (includes generic skills)

Academic Qualifications:

- Bachelor's degree in Banking & Finance or an MBA from a recognized university

- CFA,CIMA or equivalent certification is an added advantage

- Eight to ten years of operations experience in the financial services industry

- Four or more years of supervisory/management experience

Skills/Experience requirements - 

- 14-18 Years 

- Considerable knowledge of operation functions, systems, policies and procedures for the assigned area

- In-depth understanding and practical application of applicable laws and regulations

- Excellent organizational, managerial and project management skills

- Well-developed customer relations skills

- Excellent interpersonal, verbal and written communication skills

- Ability to manage multiple tasks/projects and deadlines simultaneously

COMPETENCIES: Behavioural competencies - 

- Ability to handle multiple, simultaneous projects and presentations

- Capacity to work in a demanding, deadline driven environment

- Strong communication, team building and organizational skills

- Develop and maintain positive relationships with all stakeholders.

Sree

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