Success is measured at a team level, with internal targets and results being measured against the Line of Business external peer group on a regular basis. The error free transaction processing/completion of activities, adhering to the regulatory requirements and internal guidelines, meeting Organizational expectations and priorities at functional level, governance, monitoring and controls to manage risk around the process is key to success.

Another measure of success is to ensure we manage projects deliverables and requests within tight deadlines as prescribed by the SLA’s/KRI’s/KCI’s. In a deadline driven environment, turnaround, accuracy and escalation are of high importance as we are at risk to market movements, client relationship, and the bank’s reputation including regulatory risks. Sense of urgency and attention to detail are pivotal competencies required to perform the functions.

The successful candidate is expected to quickly understand & own all aspects of the Internal systems, Process flows and SLAs / CTQ’s / KPIs from a Service Delivery perspective and ensure that every team member is working & delivering to their set responsibilities adhering to set procedures & controls, documented as part of SOP’s, to relevant market cut-offs & timelines in an accurate & timely manner delivering quality output for the groups Institutional & other clients.

Responsibilities*
• Lead the team of associates as below, however not limited to (directional expectations)..
• Ability to maintain good connect with Stakeholders and Global partners, able to handle Issues and Escalations independently
• Contribute towards consistent delivery on Business metrics along with other new responsibilities and setting higher standards for self and Team’s performance
• Analytical thinking & logical reasoning for rational decision making
• Understanding of Project Management and Six Sigma concepts & tools
• Build productive teams that work effectively together to achieve or exceed set operational targets & client Service Level Agreements (SLA's)
• Drive Process Improvement and efficiencies
• Lead by example – Adherence to all Organizational policy and procedures, including legal & regulatory requirements for self and team
• Act as a process SME and be hands on with the end to end process, share production workload when needed and manage backup during crisis/contingency
• Understanding of Business Continuity Management
• To provide coaching & support to individuals to develop their skills, acting as a role model for excellent behavior and performance, focus on individual development of team members and give timely and effective feedback
• Liaise with Global partners effectively to manage the service delivery in line with the SLA and ADHOC situations
• Experience in handling the monthly deliverables like Dashboards/Risk Matrix etc.

Ensure contingency plans / flexibility in staff levels to manage workload in adverse conditions (e.g. sickness, holidays etc)

Requirements*
• Excellent Communication skills
• Proven People Management track (lead and develop team)
• Excellent stakeholder management