Global Service Head - Branch Service & Compliance - Banking

- Acquire Product /Process knowledge of all desks operating in GSD

- Good understanding of regulations pertaining to Non resident Segment

- Liase with stakeholders across Product / Process / Program /OSD to ensure GSD is well equipped to operate FTR and is compliant

- Reverse timely feedback to all stakeholders for continuous process improvements / program enhancements

- Hiring to be in line with allocated Headcount & skill set requirement

- Succession Planning for critical roles to ensure uninterrupted operations

- Skilled manpower - Identify team training needs and liase with Training team for training allocations

- All HR policies applicable to be adhered to for Self and team

- Infrastructure - IT / Non IT Infra requirements / availability to be reviewed periodically for improving unit efficiency .

- Competition mapping to Identify tools being used to improve unit efficiency ( Hardware / Software )

- Within TAT response to all alerts / escalations

- All cases of Integrity issues to be highlighted as per applicable guidelines

- Nil Operations loss

- Uninterrupted Operations - Effective backups for all desks

- Design applicable reconciliation programs to eliminate operational misses

- All desks to deliver FTR & TAT as per product design

- Periodic Stress testing of desks to check ability to handle surge in load / handle time sensitive assignments

- Service Quality Initiatives to be implemented

- Service Guarantee - Unit to be managed to offer service guarantee within 180 days

- Process Adherance - Periodic review of process adherance by various desks through governance team

- Audits - In all audits ( IAD / CST / Statutory / Service ), Unit to score Top rating

- Unit to be compliant with local applicable guidelines