
Manager - Operations
4 weeks ago
Strategy:
- Contribute to the creation of the short and long-term Business Unit (BU) strategy in collaboration with relevant stakeholders and execute agreed strategies
- Contribute to the development of their respective business unit's client service proposition and service delivery strategy
Operations Management/Operational Effectiveness:
- Ensure operational activities are delivered per the agreed service level agreement
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Deliver and contribute assigned operational programs, projects and/or services which are of significance to the BU
- Align with the Simplify, Grow, Transform organizational strategy to deliver continual improvement in areas such as risk, compliance, quality, and productivity.
- Build and foster high quality relationships with internal / external stakeholders
- Proactive approach to identifying stakeholder needs, as well as discussing, developing, and delivering potential solutions
- Ensure team adheres to compliance / statutory requirements and operates within the guidelines of internal & external regulators
- Collaborate with other teams to improve client satisfaction
- Proactive review of process risks and ensure adequate controls are in place
People Management/ Development:
- Develops effective succession planning for oneself and all critical roles within the team
- Develops line managers through coaching and team building while serving as an escalation point for operational issues and complaints
- Work with Human Resources to manage talent recruitment, development and retention requirements for the business unit
- Conduct periodic and annual performance reviews for all direct reports
- Build and develop inclusive & diverse teams
- Technology proficient with prior experience in RPA/NON-RPA automation, Process/Solution design & business development/transformation preferred
- Critical thought process, analytical & strategic skills
- Demonstrated leadership and vision in managing teams and major projects or initiatives
- Excellent interpersonal skills and a collaborative management style
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