AVP - Trade Finance Trainer

Job Description

Key Accountabilities

Routine 50%

Ensure Service Level Agreements for the process are met as agreed upon with the client

Identify causes for non-achievement of Service Level Agreements, develop solutions and implementing the same

Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations

Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery,

Monitor compliance adherence through timely audits, generating awareness on the floor etc.

Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.

Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same

Responsible for attrition management and arranging for backfills on a timely basis

Mentor and ensure smooth induction of new hires in the process

Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

Work closely with HR to ensure high employee morale and retention initiatives

Manage attrition by implementing measures for retention of work force

Review, recommend and implement new methods and procedures to ensure efficiency of operations

Conduct dip checks of parameters that impact performance to ensure data integrity

Conduct skip level meetings at regular intervals to address concerns, if any

Responsible for staff performance, management, compensation and rewards & recognition programs

Attend daily huddle with team managers to be updated on all the floor issues concerns

Set KROs for the team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals

Drive quality and process improvement initiatives such as Six Sigma/Lean to ensure continuous improvement Provide reports on the process metrics and employee performance to the Top Management

Conduct regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met

Assist in budget management & cost control measures

Understand billing parameters of clients and take measures to ensure billing optimization

To be involved in recruitment & selection process of floor employees

Monitor employees count for full time attendance

Conduct performance reviews daily/weekly/monthly

Co-ordinate with Helpdesk for employees query resolution

Monitor and manage call/process related quality

Interact with other operations teams to avail required information

Liaise with HOD/ COO regularly

Manage various trainings namely Ex. Process, Up skill and Refreshers

Involve in corporate social responsibility initiatives (Community)

Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations

Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews

Team Management 20%

Measuring performance of the team

Confirmation and ongoing feedback and training

Build effective vertical and horizontal communication channels across the organization

Formulate long term plans for the development and motivation of the team

Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

Offer cordial work environment and cohesive work relationship with the direct reports to facilitate performance.

Coach and mentor sub-ordinates by involving them in decision making process

Ensure that role profiles of the team are reviewed and updated annually

Client Interface 20%

Monitor and review the SLAs and provide daily / weekly reports to the client on SLAs and metrics

Liaise with the Heads & representatives of the process to discuss issues of the floor

Understand client's processes and suggest modes of value addition

Carry out periodic service review calls with the client to ascertain fulfilment of client expectations and handle escalations

Provide daily / weekly reports to the client on SLAs and metrics

Conflict Resolution 10%

Respond and resolve issues arising out of interactions with Operations/ Clients.

Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised

Person Specification

Skills/Competencies

Familiar with Operating Systems (Windows 98/95/2000/NT), Knowledge of MS Office (Word, Excel, PowerPoint) & People Soft, Proficient in using email; Exposure to technology- database management, networks & links

People centric

Problem Solving

Leadership

Result oriented

Customer focus/Market awareness

Attention and key focus on procedural compliance

Analytical bent of mind

Education

Graduate from a reputed Institute or University in any discipline

Post Graduate Degree/Diploma in Management is preferred

Experience

Minimum 8-10 years of prior work experience in banking/financial service industry with at least 5 years of experience in International Trade Operations.

Demonstrated team handling skills in the past

Adept at communicating across business and cultural barriers to ensure customer satisfaction