AVP - Client Data Services - Global Market Operations

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Role Purpose

To manage the Operational activities/challenges of Client Data Services processes within Global Market Operations (GMO), while ensuring resources match workloads to provide cost effective processing to deliver an efficient, high quality service within Service Level Agreements and to pre-determined critical timelines. Also ensuring that Compliance and Operational risk are identified, monitored, escalated and managed effectively. In summary the role is key in supporting the Functional head in all Strategic and tactical initiatives- The role is also key in terms of succession planning for the Vice President Operations role in each region.

Client Data Services is functionally responsible for creating Trading Account, maintaining Standard Settlement Instructions and Client static data maintenance across Global Markets product, Securities Services, Prime Services, FX Prime Brokerage, Funds and Strategic Clients groups across various geographic locations. The current model is a global one and the Run The Bank staffs are split between Bangalore and Kuala Lumpur to provide full business resiliency as this function has been designated business critical.

We are currently seeking an ambitious individual to join this team in the role of Asst. Vice-President Operations - Client Data Services-Technology and Services, GSD. In this role, you will:

Principal Accountabilities

Key activities and decision making areas

Leadership

- Provide Leadership to Managers and be an effective backup to the Vice President Operations in all aspects of the role

- Motivate and develop team members across sections including specific attention to individual development or action plans as required to achieve business objectives.

- KPI-Measure- All PDP's and PIPs are in place for all staff across the Region

- Team is regularly briefed and made aware of individual/department and GMO /GB&Ms performance achievements/targets.

- KPI- Measure- Effective Communication which ensures staff are aware of GMO/GB&Ms performance achievements and strive to contribute to the larger business objective.

- Provide strategic direction to the Team to improve delivery on agreed service level agreements and meet critical timelines.

- KPI- Measure- Staff are aware and the function meets and exceeds all agreed PLA agreements and critical timelines

- Ensure effective mechanism is in place and implemented to identify and achieve individual potential at all levels to meet business objectives and to ensure effective succession plans are in place.

- KPI-Measure- Ensure succession plans are in place and all key man risks in terms of approvers and SME's role are addressed

- Review performance management scheme and ensure it is appropriate and implemented accurately and consistently across sections. Create an Engaged Environment at the workplace which encourages retention.

- KPI-Measure- Best in class Engagement Scores in line with previous GPS scores- No escalations due to Performance Management issues and all one to ones are in place and PIPs and PDPs for all staff are covered.

- Regularly and effectively communicate Groups initiative and policies to the teams and ensure effective cohesion between teams.

Customer Service and Process Improvements.

- Drive client centric projects and initiatives to improve service.

- Recognize, reward and set high internal service excellence benchmarks to ensure client delight. Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction.

- KPI- Measure- Proactive handling of PLAs and Changing business needs which ensures a culture of no surprises and effective Capacity and Stakeholder management

- Create a culture of Process and Customer Excellence which encourages staff to come up with process improvement ideas. Scrutinise ideas received for suggested improvements on productivity and work towards timely implementation of the same. Ensure effective communication with business units, project team and staff

- KPI- Measure- YOY saves of 10% of head count or work absorbed

Operations and Service Delivery

- Ensure Effective Operational Discipline across teams and working closely with stakeholders in GMO resulting in best in class Service Delivery

- Implement cross training plans taking into account, Staff Banding progression and Operational requirements and striking a balance among them.

- Ensure - Knowledge retention- in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)

- KPI- Measure for both points above is effective training ensuring BCP strategy is robust - no shortage of approvers and inputters across all asset class and locations

- Effective Management of Capacity across both locations through effective resource planning, leave management and process prioritization

- KPI - Measure- effective and sustainable model for delivering both key projects

- Process productivity and quality targets are monitored and achieved.

- Issues / problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.

- Procedural changes / new initiatives are fully communicated to and implemented by the team.

- KPI- Measure for all 3 points is proactive management of capacity and ensure effective and timely procedures are in place to capture all changing process and stakeholder needs and migrations

- Effective stakeholder management across all asset classes/countries that we support and ensuring that engagement levels with stakeholders are done in a proactive and consistent manner.

- Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.

- KPI- Measure- Nil exceptions in MI submissions which are timely and accurate

- To effectively assist HR to implement recruitment plans and to provide guidance on ongoing business requirements.

- Validate and monitor the relevance and effectiveness of training plans for operations teams and establish their alignment with business goals and budgets.

- Ensure that SD Static and PSHR are accurate and consistent at all time and tools such as eTCS are effectively utilized.

- Ensure Chargeback is consistent and transparent with accurate and timely submission of information within ROP

Risk and Control

- Regular implementation and review of audit and procedures to give effective feedback to Management.

- Maintain regulatory and internal control standards, including the timely implementation of audit points.

- KPI- Measure- All the above is in place and BAU - Nil exceptions and no repeat findings - All MSII identified and in place and RCAs done twice a year.

- Establish effective framework for implementing Operational Risk Management across teams and sites. Prepare plans to mitigate Operational Risk in line with company policy.

- To manage operational risk, including its identification (MSII), assessment(RCA), mitigation and controls, loss identification and reporting in accordance with the Group's Operational Risk framework.

- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the Onshore team,

- KPI- Measure- All the above is in place and BAU - Nil exceptions and no repeat findings - All MSII identified and in place and RCAs done twice a year.

- Ensuring processing and operations management confirm to Group's Compliance policies and procedures.

- To implement the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term - compliance- embraces all relevant laws, rules and codes with which the business has to comply within India and KL in relation to the countries migrating work to Client Data Services Offshore.

- KPI- Measure- All the above is in place and BAU - Nil exceptions and no repeat findings

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

- The nature of the role requires that highly effective resource management techniques be employed to manage productivity across a wide variety of processes migrated to the Client Data Services offshore team from Group, in a dynamic work environment.

- It is necessary to lead and motivate staff with widely differing aspirations working in a high pressure productivity based environment where deadlines are critical. Job satisfaction through rotation and staff development is a key requirement to aid retention therefore effective training and resource management is essential.

- To manage the integration of varying Group companies into operations whilst maintaining the overall cost effectiveness of the Market Operations (GMO) business.

- Group companies migrating work to the GMO Offshore must be confident that in doing so their business risk is not increased.

- The relationship between the GMO and the donor Group companies will be key to the long-term success of the GMO offshoring initiative. Actively building positive relationships will be a major facet in achieving the business case developed in support of the migration of work to the GMO sites.

- The nature of the services provided and the extent of the delivery of products for the various donor Group companies direct to Customers in many cases is such that processing delays or errors will almost inevitably result in serious losses to the Group or poor Customer service. The maintenance of a high level of internal control is essential to minimise these risks and maximise process security.

The job holder will be in frequent communication with the business areas of the various Group companies serviced.

- Deal with internal and external Attrition and their operational affects.

- Drive Customer centric Quality initiatives.

- Effectively mitigate identified Operational Risks.

- Comply with Group's Statutory Audit standards.

Role Dimensions (e.g. balance sheet size, lending or expenditure limits, size/volume of transactions, budget, etc. in USD- 000)

Mandeep K Bains