Head - Operations - BFSI

Head Of Operations

Position & Purpose:

- This role is one of the key roles managing the operations of the organization. The purview of the role includes overseeing various business function such as Trade & Finance Back Office Operations, Contact Centre Operations, Retail Liabilities Back Office, Retail Assets Operations, Credit Cards Operations, Alternate channels, Digital Banking Operations, International Operations etc.

- The role requires a high degree of development along with implementation of controls and compliance across the business. It also involves working closely with functional business heads (Both Internal and External) to ensure robust controls are in place and are being managed effectively. Key accountability is expected to be towards costs, risk mitigation, quality, develop and implement shared services policies, and procedures that align with the overall business objectives of the organization. Other key objectives include:

- Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.

- Collaborate with unit leaders in the development of performance goals and long-term operational plans.

- Manage and oversee the delivery of shared services to clients in a timely and efficient manner.

- Set goals for operational efficiency and increased productivity.

- Work with project managers in the development of financial and budgetary plans.

- Analyze current operational processes and performance, recommending solutions for improvement where necessary.

Roles & Responsibilities:

Organization Operations Management:

- Identify additional opportunities as well as develop, implement, and monitor day-to-day centralized operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives.

- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks.

- Lead Operational stabilization of all incoming new transition processes.

- Ensure and drive Operational scope consistency across all business units.

Stakeholder & Customer Satisfaction:

- Draw on relationships with parent organization, department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals.

- Coordinate customer service operations and find ways to ensure customer retention.

- Manage relationships with internal customers, vendors, partners, and other stakeholders.

- Drive BU/Steercom/Management meetings on periodic basis and conduct operational reviews as per performance management calendar.

Operational Risk & Compliance Management:

- Adhere to the company's policies and standards and ensure that laws and regulations are being followed.

- Ensure compliance with defined laws and regulations.

- Evaluate risk and lead quality assurance efforts.

Billing and Receivables Management:

- Oversee expenses and budgeting to help the organization optimize costs and benefits.

- Support COO in continuous reporting of Operational Business fundamentals including but not limited to Transaction volumes, Cost of operating manpower and preparation of monthly billing statements in line with the organizational requirements.

People Management:

- Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.

- Mentor and motivate teams to achieve productivity and engagement.

- Manage organizational centralized operations operating annual budget.

Operational Excellence & Innovation:

- Oversee the implementation of technology solutions in collaboration with the IT throughout the operational units.

- Will implement and drive the best industry practices across operational units.

- Report on operational performance and suggest improvements.

- Drive Structured Process improvement implementation and closure.

Job Specific Skills:

- Analytics translation.

- People Management.

- Stakeholder Management

- Budgeting.

- Manage conflict.

- Sets direction.

- Problem solver.

- Business acumen.

- Innovative Thinking

Minimum Experience: Minimum 20+ Years' experience in banking or Financial Institutions

Educational Qualification: Graduate Degree is mandatory. Preferably MBA/CA