OperationsManager Description The Operations Manager (OM)reports to the Regional Operations Manager and is responsible for theday-to-day management and overall supervision of the local center, whichincludes, daily operations, quality management, productivity, customer service,recruitment, training, staffing and performance management The OM manages andmentors Team Leaders and other directs.
Working with the P&Qteam, the OM is responsible for training, assessment and development of TeamLeaders and directs. The OM is responsible for building relationships withlocal Business Managers, Resources Managers and clients in order to understandbusiness requirements and implement strategies which support service improvements.The Operations Manager is also responsible for local Market Data advising thelocal business on product changes, initiatives, pricing and makingrecommendations. The OM uses metrics and client knowledge to analyse theoperation and contributes to the global forum with the objective of improvingthe operation through projects and initiatives. The OM can be involved inresearch at a senior level dependence on OM experience, .. . Roles &responsibilities OperationsManagement
Partner with the global management team to ensure that operationalstaffing, scheduling, policies, procedures and practices effectively supportthe group's ability to consistently meet client needs and expectations
Excellent understanding of business metrics and financial data andhow to use these to effectively to manage staff and operational productivityand costs. Ability to produce accurate and meaningful business data, analyses,reports and forecasts to support recommendations
Understands and ensures adherence to regional policies - HR,Compliance and all departmental policies and procedures as well ashealth/safety regulations, including any location-specific guidelines
Actively seek opportunities to improve processes, technology, servicesand client satisfaction, communicating improvement strategies to RegionalOperations Manager and leading implementation efforts
Keeping global management team aware of issues affecting thecentre operations, create appropriate mitigation strategies and leadimplementation efforts
Coordination between two centers to ensure appropriate schedulingincluding transfers between Bangalore and Mumbai to meet staffing requirements
Regular communication and liaison with peers to encourage andpromote global interpretation, adherence and execution of initiatives,processes and policies
Communicate the GCFO goals and departmental goals to all staff.Ensure SMART objectives are in place to support the department goal
Effectively communicate to staff the department's role andfunction within organization, outlining individual roles and associatedresponsibilities/performance expectations for each role
Responsible for working with the P&Q team to ensure developmentand mentoring of Team Leaders and their directs through training, assessmentand setting of development goals.
Ability to motivate and create a strong cohesive team environment
Foster and maintain positive, professional work ethic and culturepromoting staff engagement, teamwork and high performance. Provide ongoingfeedback and support
Oversee personnel development planning process, regular updatingof ranking for staff. Contribute majorly to the evaluation process andrecommend promotion, additional training or termination
Support retention of high-performing staff and manage recruitmentof new staff, partnering with P&Q team to identify, evaluate and interviewhigh-quality candidates both locally and in other centers
Partner and build strong collaborative relationships with clients,staff, the global GCFO management team, vendors and internal support groups to deliveron request-specific and departmental objectives
Build and develop relationships with local Business Managers,Resource Managers and clients through AADC and AAC forums to understand changingclient requirements and to develop plans for improving service
Identify opportunities to improve our service using bankerfeedback and surveys and proactively seek feedback from our clients. . Ensurerobust and effective process is in place for responding to and actioningfeedback.
Manage vendor relationships to ensure that client needs,departmental needs are met efficiently and cost-effectively. Oversee staff membersresponsible for vendor relationships to the same effect.
Working with the P&Q team to ensure our teams receive supportand training in areas of Communication and Customer Service.
Knowledgeand skill set
General understanding of Investment Banking industry, familiaritywith investment banking terminology, trends and frequently requestedinformation
Knowledge of the applications, systems, processes and proceduresused in the BRC.
The ability to communicate and coordinate effectively, efficientlyand proactively - verbally and in writing
Ability to carry out a credible conversation with clients andprovide appropriate guidance
Ability and confidence to host and lead effective global meetings
Exceptional client focus with commitment to delivering consistentlyexcellent client service and to continuously improve client satisfaction andquality/timeliness of services
Excellent time management skills, including ability to work in ahigh pressure, time-sensitive environment, being open to the needs of theoperation which may impact job requirements and/or working schedule
Strong leadership and team building skills
Proven analytical and problem-solving abilities
Ability to remain calm in highly pressurized situations and usejudgment to make sound decisions
Strong interpersonal and communication skills
Solution oriented with provenproblem solving skills
Internal Number: 6001990
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