Associate Director/Director : Operations : Shared Services

Principal Duties/Responsibilities :

Strategy :

- Provides input to the short and long-term strategy for the function in conjunction with overseas counterparts and geography leader

- Drives the delivery of the change agenda including cross-functional programmes and change initiatives, securing the resources required to deliver programme activities, including design, testing and implementation support

- Leads the development of the client service propositions and service delivery strategy for the function

- Develops the short and long-term strategy for the function in conjunction with overseas counterparts and matrix leads.

Operations Management/Operational Effectiveness :

- Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted

- Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. Works with HR to optimize training and development opportunities

- Develops, promotes and enhances a culture of "client first" service to ensure consistent delivery of excellent client service and client retention

- Works closely with the BU management teams to establish the areas of client service that need to be measured in order to maximize the opportunity for achievement of overall objectives

- Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of service delivery improvements

- Leads the delivery of standardized policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively

- Works with the Geography & Function management teams to create and embed a culture of continuous improvement

Relationship Management :

- Works with internal and external sources to identify opportunities to work collaboratively on alignment of strategic activity

- Works closely with the Mumbai Functional Lead in providing input and deploying the outcomes of Broking Horizontal and the other Broking Projects within the geography.

- Supports the development of further business opportunities through service opportunities

- Increases the standing of Mumbai as a service organization in the eyes of internal and external clients

- Maintains a good working relationship with Internal Audit Group Compliance and Group Risk functions, representing the needs of the business in negotiations

People Management/Development :

- Implements effective succession planning, people management, development, recruitment, and retention strategies for the division in conjunction with HR

- Manages the performance of all direct reports within the division through the formal performance management system

- Maintains effective and consistent communication channels

Top Competencies :

- Focusing on Clients

- Working in Teams

- Driving Excellence

- Fostering Innovation

- Influencing Stakeholders

- Developing Talent

- Adapting to Change

- Articulating the Vision

- Inclusive Leadership

Knowledge, Experience & Eligibility :

Knowledge/Experience :

- 14 + years' experience in the financial services industry, with at least 10 of these in a leadership role

- Proven track record of delivering excellent levels of client service across varied stakeholders through a large operating function

- Experienced leader with proven ability in managing a function to deliver an agreed set of homogeneous processes

- Broad operations expertise which encompasses previous knowledge of coordinating with diverse logistical functions such as operations, IT, compliance, risk, business improvement

- High levels of business acumen with an understanding of company & business strategy, operating environment and business objectives

- Awareness of the latest technology to support the business

Eligibility Criteria:

Performance ratings :

- Meets expectations in last two performance review cycles

- Not on written warning for behavior or performance within the last 12 months

Experience - Minimum 14 years' experience in Leadership roles

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