Job Summary
This role will be integral part of various capital markets operations functions ranging from Client lifecycle Management Data Management Compliance Operations transaction processing which includes trade booking clearing trade onfirmation post trade settlements collateral management nostro break investigation and resolution inter system reconciliations and claims working in an extremely high risk time critical and dynamic atmosphere dealing with a broad spectrum of clientele with unique requirem
Responsibilities
Stakeholder Business Management
Establish and retain high levels of client engagement and relationship
Participate in a daily teleconference call which could include items such as a brief summary of the previous days performance the relation of that performance to service program goals and an explanation for the variance with the necessary corrective action to be taken and the time frame needed for resolution
Understand client score objectives ensurethat all driven timelines are met identify key program requirements through a structured design and implementation process and ensure that these requirements and any new requirements specified by client are met
Communicate and collaborate with client to enhance business and optimize cost and productivity
Implement preventive and corrective measures after identifying failure points which impact business and customer
Work closely with the teams to obtain input of diverse views facilitate generation of ideas analyze operational risks Failure Mode Effective Analysis FMEA extend support in managing client escalations Root Cause Analysis Corrective Action Preventive Action RCA CAPA and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business
Communicate and collaborate with internal stakeholders and customers both at onsite and off shore to understand their pain areas working to apply their insights to challenge and modify current approaches ways of doing things
Act as a Change Agent and work closely with Quality Transition Training On site teams and Clients to optimize Quality Efficiency Cost and Customer Value in multiple client engagements
Identify and drive opportunities to enhance customer experience
Identify scope for business growth and suggest business improvement opportunities
Projects enhancement for Revenue growth
Revenue Forecasting
Contract Agreement
Knowledge Management Once an year mandatory accreditation for all the associates
Track timely updation of SOPs
Track and maitain Knowlede Management metrics
Customer Relationship Management Improve customer satisfaction through engagement and delivery quality
Identify and initiate customer value add projects
Improve customer satisfaction through engagement and delivery quality
Establish and retain high levels of client engagement and relationship
Identify scope for business growth
Process Improvements and Process Adherence Ensure audit observations are addressed timely\Analyze current situation (As is) identify improvement opportunities and recommend measures To be to re engineer processes
Identify process re engineering opportunities Drive
innovation initiatives within the team
operational rigor and continuous or improvement culture within the area
Implement Quality standards to achieve process excellence
Automate to reduce manual interventions
Monitor for improvement opportunities and suggest alternative approaches or Driving Forums on Thought sharing for project improvement
Whitepaper Writing or Automation Opportunity
Help establish Subject Market Expertise to win new businesses in the function supported
Project Control Management and Review Program delivery Responsible for project team deliverables
Design and implement KPI measures measurement systems and visual tracking controls dashboards to manage process performance for sustainability and continuous improvement
Drive a culture of pro active risk identification within the process excellence within the team a culture of accountability within the team members operational rigor and continuous improvement culture within the area
Act as a domain consultant to build strong domain knowledge to the processes
Plan for resources based on volume projection and current available head count and allocate responsibilities
Tool Building Workflows etc
Facilitate cross functional interaction between teams
Ensure audit observations are timely addressed
People Team Provide guidance and mentorship to team
Align the team to customer and business needs
Drive a culture of accountability within the team members
Direct the organization of work within the team including duty roasters and vacations etc
Identify competencies in the team and assign responsibilities accordingly
Performance Management Conduct performance appraisals for team members Identification of training needs training plan records
Training Effectiveness
Participate in career planning succession planning and designing road maps
Responsible for motivation level and retention of manpower
Manage attrition through skip level meetings planning interventions engagement calendars
Facilitate cross functional interaction between teams
Participate in organizational initiatives such as recruitment drives training programs etc
Deliver communication received from senior management to the team members though town halls team meetings
Leadership assimilatio