Job Description
To develop, manage, control and execute the tactical and operational strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adaption in terms of operations management methodology, governance and delivery objectives.
To develop the business plans, which includes team planning, prioritization, and risk management. Perform the key leadership and closely work with the business, technology partners, global/regional colleagues, and other silos to drive key projects, enhance capability, client service and efficiency.
The role will encompass KYC Onboarding, KYC reviews, Service Operations, Marketing and Sales operations.
Implement, monitor, and control business processes according to quality standards; policy; and compliance and governance requirements in Operations.
Ensure technical best practice is being used at all times and provide support and direction to the team.
Research, enable and consult on improvements and opportunities to harness technology and platform enablement to implement operational excellence.
Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimize redundancy.
Continually evaluate delineation of responsibilities to ensure the use of the offshore teams is maximized.
Monitoring daily operations to facilitate high performance across the division both on and offshore.
Ensure Operations’ adherence to the operation's tactical strategy
Champion adoption of new ways of working for continuous improvement and constantly review best of breed operating models to support strategy enablement.
Accountable for monitoring SLAs to ensure tasks are accurately processed within agreed timeframes.
Provide technical guidance and leadership to the team to resolve challenges.
Support on and offshore Leads with their management including responding to any escalations, significant risks, and opportunities.
Ensure compliance and implementation with relevant statutory, legislative, policy and governance requirements in Operations.
Ensure compliance is adopted in terms of systems and procedures as laid out by organization and review in response to audit findings and changes.
Develop an understanding of and report against risks for Operations both on and offshore.
Implement and provide input into the development of governance and compliance procedures and processes within Operations.
Participate in relevant governance and risk meetings.
Improve business decisions by providing proactive, accurate and reliable business intelligence (information) together with analyzing trends and data.
Collate regular reports on delivery of services including risks, challenges, and successes both for on and offshore teams.
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
Report monthly to the Operations Leadership forum.
Explore opportunities for automating and digitizing reporting for efficiency (e.g., workflow tools and BI Dashboards etc.)
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