Vice President - End User Support - Local Services - Investment Bank

JOB DESCRIPTION

Job Summary:

The primary responsibility of a Local Services lead within the End User Services team is managing all IT related requirements of businesses across India, managing delivery of services provided locally within agreed SLAs, managing vendor delivery with governance oversight & within agreed KPIs, leading project rollouts, ensuring budgets are managed with timely vendor payments, working with global teams on product being deployed, defining roadmap to ensure continued enhancement & operational efficiency of the Local Services team.

Primary Responsibilities

Business Engagement

- Manage the Business Engagement Managers within India

- Ensure ongoing engagement with business is maintained.

- Ensure RTB and CTB plans are discussed with business on regular basis

- Ensure business feedback is shared with local/regional/global teams

Operations Oversight

- Serve as the Internal and external escalation point

- Own the local operations & service delivery of local support

- Continuously look for opportunities to improve the support through business engagements and customer reviews.

- Strengthen the support portfolio and improve quality management under these processes.

- Interact with Senior Management, Operation Teams/Leads and overall stakeholders to create a Book of Work

- Define the ITIL process for operations and provide oversight for process improvements.

Vendor Management

- Monitor performance of external vendor.

- Track budgets around the support suites and services for both RTB & CTB.

- Work closely with all Global Technology teams from both RTB and CTB perspective.

Collaboration with Global Product owners

- Collaborate and coordinate with product owners on product enhancement and process improvements

- Ensure cost effective, highly stable and fit for purpose product roll outs.

Data / MIS

- Ensure all the MIS and Data Analysis as required by the Management is provided on a timely and accurate manner

- Work on enhancing reporting views to improve operations visibility

People Development

- Guide, direct and mentor team members and act as a role model.

- Coach the coaches and provide development opportunities

Primary Working Relationships

- EUT engineering and other product management groups.

- EUCO Teams/Leads regionally/globally

- APAC Regional IT Heads/Leads

- Senior Management at Global Level for GT End user services

- Business Management / Finance / Support Teams

Qualification & Experience required

Qualification

- Graduates/Post Graduates with good academic records

Experience

- Prior experience in End User Services is critical.

- 15-20 years of overall experience with in-depth experience in operations and local services support

- Prior experience in internal/external Client management

- Management of a team.

Desired Profile

- Substantiated state of knowledge and perennial experience in local services operations and end user product management

- Strong analytical problem solving skills

- Excellent team- contact- and communication skills, open mindedness

- High flexibility and engagement, ability to work under pressure and handle multiple projects/ deliverables at the same time.

- Ability to coordinate various functions and to consider cost aspects.

- Intercultural openness.

- Proactive own initiative and ability to assert oneself.

- Strong domain knowledge of & experience in operations managing reengineering, CSM, ITIL, Project Management.

- Demonstrated ability to drive change

- Financial & business acumen