Job Details

• Leading, Planning, developing and be accountable for delivery of effective, efficient and sustainable services across the region
• Will own and lead multiple initiatives to enhance strong sector and service management capabilities
• Partnering directly with the Regional business and product partners in the effective management of the client lifecycle for their clients and developing relationships with individuals in that business.
• Running the appropriate governance forums including pipeline management and prioritisation, review of Key Performance Indicators (KPIs) in the client lifecycle and efficiency blockers.
• Support delivery of the regional vision and strategy and implementing the Client Operations service proposition. The key outcomes and success criteria focus on client experience, RM experience and operational efficiency and include the overall reduction of turnaround time and improvement of service quality of onboarding and KYC renewals, reduction of the RM involvement in operational components of the CDD process, increase in quality of support to RMs in the credit application process and reduction in overdue credit reviews, effective delivery of global standards remediation and adherence to applicable regulations and increased efficiency and reduced cost of the overall function.
• Oversight and management of the GSC regional resources aligned to sectors within Client Operations. This includes all elements of resource management, recruitment, pay and reward in partnership with the regional heads of Client Operations and the Global Corporate Sector Head.
• Ensuring the team executes on the defined service propositions for sectors and performs to the agreed service levels.
• In collaboration with the regional heads of Client Operations, ensuring all remediation efforts are completed on time and to appropriate standards.
• Reviewing the issues and blockers within the client lifecycle for efficiency and cost reduction opportunities and act as a second escalation point for the region
• Manage risks for all services in the region across sectors an on-going basis, highlighting any issues and manage escalation appropriately
• Managing and owning the CDD renewal BOW

• Building effective senior stakeholder relationships at Regional levels. Confidence to constructively challenge the agenda in order to help the business and technical teams deliver in a consistent and controlled manner
• Proven leadership and team building capabilities, with experience in managing sizeable, global teams within a matrix organisation. Strong influencing skills and commercial awareness. Confident when working with the GBM businesses, control functions such as FCC, Global Standards and regulatory specialists and external Regulators as well as ability to collaborate with partner functions such as KYC Operations and Legal.
• Strong strategic planning and execution skills, including business case development and benefits realisation
• Strong analytical and facilitation skills to ensure business needs and effective solutions can be quickly and clearly defined
• Detailed and demonstrable knowledge of developing and managing control frameworks
• Outstanding written/verbal communication and presentation skills
• Proven ability to lead a line function and/or change team to deliver strong, effective governance and day-to-day controls, clear planning, communication, reporting and MI, risk and issue management
• Highly energetic, resilient individual capable of managing significant teams/budgets and reliably delivering to quality, time and scope targets.
• Ability to operate across boundaries of business and technology organisations, utilising broad business delivery, change, technology and data management and remediation knowledge

Reference ID - GH/BFSI/JC//01052019//83475/Vice President - Client lifecycle management/Outreach