hiring for the Team Leader, Retail Banking Operations

Job Description

* Role Responsibilities Domain Capabilities Product / Domain Knowledge
• Strategic perspective and full understanding of Policies, Procedures and Guidelines. Able to understand the product vis-a vis the other policies and identify any gaps to mitigate operational risks.
• To ensure to document the new guidelines /process and same should be approved by business/internal stakeholders to rollout.
• Work with stakeholders to operationalise the product offering and draw up a process flow.
• Full understanding of regulatory risks and adhere to all guidelines issued in order to have Nil observation audit report.
• Ensure the adherence to existing DOIs and provide input to DOI documented whenever new process is advised by the relevant stake holders.
• Ability to standardize and optimize processes across products/markets.
• Instinctive grasp gained out of experience of linkages between sub processes and related ability to identify gaps arising from any process change.
• Ability to evaluate processes to see if improvement is needed to meet new challenges.
• To be abreast of changes to guidelines issued by Country Regulator / Group from time to time and apply such changes to the current processes followed with reference various transactions and product offering.
• Actively provide input for process improvements and ability to sponsor automation and implementation of end state process.
• To explore automation opportunity wherever possible.
• Ability to translate process feature into system functionality.
Project Management
• Understands the basic project management concepts, able to lead a medium-sized project team and able to interact with parties outside the team to pursue actions.
• Able to liaise with all stakeholders and teams working on the project in terms of following up actions and contribute when issues / concerns arise.
• Able to understand the Functional specifications / user stories and convert into business scenarios to test the application.
• Able to prepare test scripts and test cases for different process and execute the testing as end user (UAT).
• Ensures there are regular reviews, there is accountability, and that management of projects, stakeholders and suppliers are in place.
• Act as proxy to the country counterpart users and simulate their BAU process towards.
Capacity Planning
• Ability to categorize and to quantify the work plans to suit the SLA requirements.
• Review cycle times for correctness of input.
• Defines and mitigates capacity risks.
• Displays flexibility in altering plans to achieve objectives or adapt to situations.
Operational risk Management
• Ensure deeper understanding of transaction processing risks and provide management intervention.
• Understand the Risk Dynamics, Global pressure points, stress in Market environment.
• Understand and implement the Group risk management policies, processes and structures.
• Able to identify and assimilate the scope of complex risks and ready to take calculated risks.
• Highlight to Management and stakeholders business risk, evaluate impact and design/ execute actions to mitigate same.
• Ability to involve other business functions in resolving/ mitigating risk issues.
Precision Accuracy
• Executes tasks and assignments accurately within agreed Turnaround time.
• Possesses ability to differentiate between quality and excellence in the real time BAU activities
• Able to provide solutions and ideas to bring down errors.
• Create an error free culture by leveraging behavioural recognition, system requirements and other pressure points.
• Create a collaborative mindset towards driving quality work.
Client Centric
• Takes ownership of team goals and organizational goals in addition to their own.
• Good understanding of customer s requirements and whats generally offered by other similar set-ups.
• Is able to network with customers and able to manage expectations.
• Is able to serve customer with high quality service within boundaries of policies and procedures without compromising on mandated procedures and able to convince customers on exceptions.
• Is courageous to communicate to the customer on negative trends of service and actual root causes.
Communication
• Shares critical information in a timely and effective manner.
• Possess ability to understand differences in the target audience and accordingly modifies the communication style across differing cultures.
• Possess negotiation skills to achieve common goals.
• Be spontaneous in communication and handle criticisms effectively.
• Displays ability to train on communication skills.
Problem Resolution
• Able to identify and highlight both obvious and underlying problems and identify/implement actions to resolve same.
• Able to guide team members in managing problems and apply controls to minimize recurrence.
• Able to handle conflicts through negotiation, collaboration and accommodation.
• Be sensitive to cultural differences so that there are no conflicts based on diversity.
• Mentors others to be solution oriented.
Managerial Capabilities Stakeholder Management
• Know your stakeholders and their goals.
• Constantly engage stakeholders in any changes envisaged and Manage expectations and concerns.
• Able to deliver meaningful MIS on areas of vital interest to stakeholders.
• Be a central bridge between stakeholders and the team.
• Serving on committees with members from across different functions.
People Management
• Sponsors and develops (e.g., coaches, mentors) key employees to build bench strength and ensure adequate succession planning.
• Ability to ensure people engagement as evidenced by My Voice. Ability to negotiate performance ratings and have courageous conversations.
• Ability to work with matrix reporting relationship.
• Develops short- and long-term career development plans with employees.
• Builds teams using appropriate structures e.g., cross-functional, project team.
• Successfully identifies, develops, and retains talented individuals. Allocate resources effectively to maximize efficiency and effectiveness of a unit.
• Ability to demonstrate integrity and encourage positive self-regulation of ethical behaviour.
• Develops and implements strategies to build the capability and performance of employees at team and Business Unit levels.
• Uses diversity as a strategic tool for business.
Data Analytics
• Ability to analyse the complex information in hand and identify risks involved which could have been overlooked / camouflaged.
• Able to analyse the trends and patterns in the unit (Volume, capacity, performances & errors).
• Able to interpret the ratio analysis of the key elements in the units.
• Ability to read and interpret the system reports to identify any out of pattern trends in the units / system.
• Ability to provide information / suggest based on the trends & pattern analysis for system / process enhancements.
• Ability to evaluate data using analytical and logical reasoning to examine each component of the data provided for the purpose of drawing conclusions to help decision making.
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Keyskills :
salescustomer relationsslaqualitycoachingfollowing upratio analysisbench strengthrisk managementtarget audiencesoftware testingproject managementnegotiation skills