Looking at candidates into Trade settlements for Wealth Management Operations.

I. Position Summary

- Individuals in this role are responsible for multiple processes under a large utility. They are responsible for client deliverables and delivering business results in line with process targets. They are accountable for proper resource utilization and financial budgets for the process

II. Typical Responsibilities

Business / Customer

- Manage customer relationships through regular communication with clients through weekly/ monthly reviews

- Discuss operational issues and Critical to Quality (CTQ) delivery

- Attend customer calls and meetings, pro-actively flag issues and prevent surprises

- Analyze customer feedback at desired intervals and initiate ways to improve the score.

- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value

- Prepare and report process performance metrics to stakeholders

- Manage and resolve escalations and issues raised by customers

- Act as a senior level escalation contact for clients and internal stakeholders for any issues.

- Representation in market wide industry forums for the responsible product / process

- Participate in management discussions (Governance discussion, Management forums with customer)

- Anticipate & plan for new business & get involved in hiring

- Pro-actively identify opportunities for additional business with customer

- Adopt best practices from other processes/ verticals etc.

- Share value addition and best practices across teams

Project/Process:

- Deliver on financial goals of the business

- Ensure minimal risk in the process via a strong exceptions management process.

- Conduct regular meetings across groups to discuss ageing and risk items and drive it to a resolution

- Liaise across other departments in resolving complex issues resulting effecting operations delivery

- Ensure proper documentation and knowledge transfer as per project plan and schedule

- Drive team to achieve process SLAs / metrics - productivity and quality targets within the established timelines

- Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms

- Resource utilization and scheduling of end to end work

- Identify opportunities for growth & deliver on growth commitments (number of people)

- Identify key cost drivers and ensure they are optimized.

- Work with support functions to enable infrastructure support to team and ensure zero downtime

- Prepare for infrastructure and other growth related requirements

- Plan for resources based on volume projection and current available head count and allocate responsibilities(duplication)

- Initiate and deliver on process improvement projects to improve process efficiencies

- Pro-active planning in terms of process delivery, people & client engagement

- Responsible for end to end delivery of new process transitions, including agreeing of KPI's and tolerances.

- Drive knowledge management and continuous up skilling of the team

People/Team:

- Provide guidance and mentorship to team

- Conduct performance appraisals for team members

- Manage attrition through skip level meetings, planning interventions, engagement calendars

- Identify training needs for direct reports and ensure domain/developmental trainings needs are met

- Participate in organizational initiatives such as recruitment drives, training programs etc.

- Deliver communication received from senior management to the team members though town halls, team meetings

III. Degree of Independence/Supervision required -

- Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics.

IV. Team Management Responsibilities -

- SDM

- Directly supervises 2-3 Team Managers

- Team size -50 - 80

V. Qualification:

- Education: Graduate / Post Graduate / MBA

- Minimum Experience required:

- SDM - 8 to 10 years

VI. Additional Info:

This requirement is for US process & associate should be willing to work in the night shift.

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