Job Summary: - Part of a multisite, global DDQ group focused on operations workflow design and efficiency optimization. Drive immediate set up of parameters (controls) and tracking tools to better coordinate with our internal business partners (namely sales/distribution channels and third party partner/vendor). This involves measurement of team output, scoping risk assessment related to organizational restructures involving control functions at operations lead level - Implement best practices, delivery service priorities and quality control mechanisms (extending beyond basic servicing requirements), mirroring the characteristics of a high volume transfer agency / corporate actions environment where high throughput and robust quality controls are essential. - Act as the Business Operations Lead, setting and enforcing a rigorous set of processes (and checks and balances). This requires a professional who has strong familiarity with operations procedures, tactical planning to maximize throughput of team deliverables, and the credibility to ensure the team's strict adherence to a rules-based framework, so that key performance indicators (KPIs), both at the individual contributor and team level basis, can be met and exceeded on a consistent basis - Business Operations Lead manages well defined reporting deliverables and change management initiatives across the globally distributed teams for optimal efficiency - Expertise in delivery technologies and data access, including familiarity with data organization, data quality assessment and data profiling - Strong background in transaction / high volume operations within a strict deadline driven environment. Knowledge of Six Sigma practices and formulation of process maps - Drives a weekly resource / planning meeting to review alignment with DDQ priority work flow for team self-reporting - Partners closely with other Business Analysts and translates stakeholders requirements into reporting deliverables - May participate in creating desk-top based technology tools so as to ensure the use of group's central data repository and CRM tools are advanced to maximize efficiencies in multi-site workflow environment - Tracks regional priorities and provides real-time updates on forward looking planning, under-delivery issues, and resolves escalated issues effectively and promptly - Problem solver that understands the complex cause and effect patterns that may underlie issues and/or opportunities (thinks beyond the obvious) - Highly organized with attention to detail II. Job Duties/ Responsibilities: Business Operations &amp; Service Delivery Management: - Makes service and operations decisions in best interests of enterprise, and ensures service and operations goals are satisfied through proactive workflow management and monitoring of productivity and quality. - Manages DDQ team processes and activities, globally, and prioritizes resources and tasks to achieve agreed service levels. - Creates a transparent measurement tool to monitor weekly throughput capacity of all team members. Instills culture of process management, compliance and an understanding of controls; ensures policies and procedures are enforced; acts as escalation point for operational issues of the DDQ team. - Promotes and encourages a continuous improvement and innovative culture within team to achieve improvements in operations efficiencies, service quality, and employee and team productivity (across a 12 month period); identifies, supports and executes process improvements within functional work of team members. - Proactively identifies potential instances of underutilization (or overcapacity) and actively works with different team members to maximize efficiencies in assignment workflow. Ensures deadlines are being met, and extension requests avoided. - Accountable for implementation of a Business Operations resource management measurement tool. Operations Planning &amp; Automation: - Collaborates with internal business partners, peers within Client Services and Global Business Services, vendors, and external strategic partners to achieve high levels of information sharing on capacity / work flow updates - Identifies and addresses shared operational efficiency opportunities, objectives and challenges. Drives change and automation efforts across DDQ platform, and leads change acceptance. - Represents DDQ team and advocates for operational requirements to be implemented in functional automation projects, quality control measurement tools, standardized DDQ efforts and team workflow mechanisms of substantive scope, complexity, and impact. - In conjunction with Director, Business Analysts and other members of FTI as appropriate, plans and prepares quarterly/ongoing operational goals. - Directs, influences and guides team members on day-to-day work processes. Sets enforcement policies for team in support of operational plans, enforces employee adherence to processes and controls implemented, and is accountable to performance and results arising from operational improvement initiatives. - Ensures training, cover/back-up, and effective working practices are effected professionally and efficiently on a day-to-day basis (across global DDQ platform). Resourcing / Project Management: - Understands current and forecasted work volumes (based on automation of master planner work file) and staffing needs required to meet service goals, and assesses and communicates potential staffing needs required to meet future service goals and/or anticipated changes in availability of staff (i.e. sickness, holiday schedules, work from home requests etc.). - Tracks all hours for team members (related to both daily attendance and hours spent on individual assignments or tasks). Exhibits coherent decision-making in deadline driven environment, and is comfortable managing competing interests and operating in situations where there is either incomplete or changing information. - Upon request, manages and/or participates in projects relating to the DDQ services team, particular client service / distribution channels, vendors and strategic partners (i.e. Moody's, DOOR, Qvidian). - As required, participates in Global Business Services (GBS) approved projects representing the DDQ services team or acting as Project Manager or Work stream Leader to manage / support service and operational relationships with internal and external business partners Client Relationship Management (CRM) Related Processes: - As required, assists in building and maintaining a CRM tracking process (ensuring IRIS, Master Plan, Microsoft Dynamics, or any other related repository data sites are up to date for all DDQ related client data requests and Client Services communications). This may include information related to requests by client type, detailed characteristics of recurring and ad-hoc requests, historical and projected delivery dates, business-at-risk or dashboard reports related to client coverage / prioritization / volume management, in particular, as it relates to strategic client relationships. - Coordinates end to end, logistical delivery of client materials with printing/mailing/CD/UBS requirements. Monitors, approves and updates all required access (and closure of accounts) for DDQ team and vendors/strategic partners, including client portal access, internal FTI systems and databases. - Understands and acts on information related to relevant or pertinent subjects to DDQ services team deliverables: regulation, market initiatives or internal change. Participates in weekly / monthly update calls with client services and distribution partners, including providing updates on DDQ service activity levels and operational priorities. Support Servicing Clients: - Ensures adherence to all scheduling / prioritization parameters set with business partners, including, for example: in-take process, servicing level agreement(s), etc. Updates monthly / quarterly scorecards / internal reports as it relates to DDQ team performance, including metrics/KPIs for internal FTI and Moody's capabilities. - Resolves any operational issues for recurring or ad-hoc assignments, be they changes in client requirements, additional data required by DDQ teams to complete tasks or any other traditional operations related issue. - Proactively communicates with business partners, frequently arranging meetings where appropriate to discuss servicing issues. Develops relationships with business partners and Client Services (and Distribution where applicable) from an operational service perspective. Complying With Internal Procedures: - Logging client requests (and all amendments), and maintaining audit trail of all related follow-on query resolution matters (i.e. re-takes, follow up and new questions). Logging breaches, errors, or complaints in accordance with company guidelines, including, but not limited to, non-public information and quality issues arising with respect to client deliverables. Follows strict escalation procedures related to any client / reporting issues, as appropriate. - Communicates proactively changes in deliverables timelines, assignment re-allocations, reviews process to appropriate team members within DDQ and Client Services in accordance with procedures and deadlines to ensure efficient management of information. This includes acknowledging receipt of requests / questions from internal or external clients (and vendors/strategic partners) who are engaging with DDQ team members and tracking responses to final closure. - Has a basic understanding of employee relations issues, local labor laws where applicable, and employee conduct expectations, particularly as it relates to tracking of overtime and meeting fiduciary obligations to FTI as it relates to tracking and approving compensation payments. - Adheres to all other company procedures in dealings with clients, including confidentiality of client information and appropriate use of FTI systems / internal use only information. Knowledge Sharing - Delivers training sessions on specific subjects to the DDQ team, Client Services / Distribution teams. Coordinates the time of appropriate colleagues (product specialists, client specific DDQ specialisms) to interact with business partners and SMEs when required. - Represents the team or division in internal meetings. - Develops and shares knowledge of client requests/document types and implements steps to gain efficiencies based on past assignment decisions (extending beyond basic servicing requirements to cover a specific client's business, investment profile and priority within Client Services / Distribution teams). - Understands and acts on information related to relevant or pertinent subjects to DDQ services team deliverables: regulation, market initiatives or internal change. III. Requirements: EDUCATION AND EXPERIENCE : - Bachelor's Degree, or other related discipline - 8-12 years- work experience. Having experience in vendor management and expert in operations management; financial control and reporting; Knowledge of investment products/mutual fund administration and processes is a strong preference but not an absolute requirement - Experience in significantly improving the processes and sustained performance after improvement - Experience in a similar role with exposure to enforcement of a rigid rules based framework, scheduling, forecasting, sensitivity analyses, use of workflow technology tools - Requires familiarity with fundamental operations concepts and rigorous control procedures. Typically requires some prior supervisorial experience. Requirement to persuade/influence generally - Strong proficiency in excel; understanding of computer programming preferred LICENSES AND CERTIFICATIONS : - Database / CRM management experience desirable - Six Sigma or Salesforce/ Microsoft Dynamics experience a plus ADDITIONAL DESIRABLE QUALIFICATIONS - Analytical with a high aptitude for data and strong work ethic - Experience across audit trail production and investment operation/control processes - Calm, patient and positive, can-do attitude - Adaptable and flexible - Highest integrity KNOWLEDGE, SKILLS, AND ABILITIES - A comprehensive understanding of quality control enforcement and tracking, resource planning and individual performance capacity measurement, forecasting processes, and ideally familiarity with workflow characteristics of a high volume transfer agency / corporation actions type service model - Highly consultative, and able to factor complex inter-dependencies and visually simplify data for decision-making of day to day project teams as well as executives - Ability to prepare material for business reviews, governance meetings, and other presentations to communicate performance, strategy and objectives of the business unit to a broad audience (including client services, sale/distribution channels, senior management). - Ability to multi-task and adapt to changing priorities in a dynamic business environment and continually reprioritize to focus on the key issues/topics - Establish and produce accurate and timely forecasts ranging from short-term tactical to long-term strategic plans (including views for annual budgeting cycle) - Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships with persons contacted in the course of performing assigned duties including Company management and outside business associates - Excellent analytical skills; ability to create, manipulate and utilize spreadsheets, word processing programs, automation tools, etc. - Strong attention to details; highly organized and process oriented - Ability to exercise independent judgment consistent with department guidelines - Ability to organize and prioritize workflow and to coordinate the work of others - Ability to maintain updated knowledge of procedures, products and activities, and keep strong enforcement mechanisms in place for daily / weekly procedures and check points - Ability to work under pressure PROBLEM SOLVING AND DECISION MAKING - Demonstrable ability to support complex business operations and drive efficiencies through process improvements/automation - Highly analytical and a logical thinker with the ability to apply creative solutions to resource constraints - Problem solver who remains flexible in an ever-changing environment TEAM SCHEDULING RESPONSIBILITY - Oversight of reporting / monitoring efforts focused on existing staff; new hires, and merit decisions for a team providing shared resources - Team player with a positive attitude and solid collaboration skills - Coordinate duties of departmental staff DESIRED LEADERSHIP SKILLS - Develops give-and-take relationships - Ability to motivate, lead and direct others in a task-driven environment TRAVEL REQUIREMENTS - May be required to travel to and from FTI offices (international travel possible) NOTE: The above statements are intended to describe the general nature and level of work being performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by all incumbents. Incumbents may perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to add to or change the duties of the position at any time.

Hyderabad

Franklin Templeton - Lead - Business Operations 

Franklin Templeton - Lead - Business Operations  ,Job Description for Franklin Templeton - Lead - Business Operations  in Franklin Templeton in  Hyderabad for (6-15) years of experience. Apply Now!

Job Description for Franklin Templeton - Lead - Business Operations  in Franklin Templeton in  Hyderabad for (6-15) years of experience. Apply Now!