Senior Manager - Operations.Trade Operations-Exports

Senior Manager - Operations.Trade Operations-Exports

Bengaluru, Karnataka, India (Remote work (RW))

TRENDING

JOB DESCRIPTION

Job Purpose

Ensure preparation of MIS and dashboard for Service Management teams as requested by senior management – Daily volume, Performance, Error management, Trend analysis, Incident monitoring, complaint management.

Preparing the Adhoc reports based on the requirement from Operations team.

Ensure daily monitoring and customer complaint monitoring

Preparation of MIS report on a Daily / Weekly / Monthly basis for entire Operations / Segment Wise Performance.

Handled backend operations.

Key Result Areas

Create service-oriented dash boards for monitoring volume trends and department process health.

Assist processing teams for value added analysis on Complaint management, Root cause analysis of errors and incidents, preventing and corrective action

Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.

Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues.

Comprehensive review of the asset portfolio of products on an ongoing basis through effective MIS

Overseeing all risk related regulatory reporting for CIBG, IBG & RBG

Enhance KPI/MI for performance monitoring of the Risk function.

Support team in Capacity Planning.

Handle disputes / complaints which were lodged by CX within Risk.

Coordinate with officials/departments across the Bank to ensure that the customer-related data being captured in the system is accurate and periodic reporting to Regulatory is error-free.

Highlight system related issues and streamline the reporting processes/activities.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize efficiency.

Publish the daily / Monthly / Weekly MIS, Capacity plan for entire FTC unit. ▪ CIBG, RBG & IBG daily dashboard

Preparing Team’s Productivity & Utilization report

Publishing Customer complaints dashboard across all regions / segments

Preparing Deck across for all regions (Monthly Governance call)

Monitor and respond to emails received in the MI and QC generic mailbox

Monthly QC report for FTC and preparing Analysis deck and circulate to respective country heads and other stake holders

Complete daily QC as per the QC framework and publish the reports to stakeholders

Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines

Ensure corrective actions are taken as per the QC framework on errors identified

Analyze errors and contribute ideas for error reduction

Identify process gaps, recommend system improvements, and enhance efficiency to minimize risk and improve delivery standers.

Report on Agent and Process performance on Productivity & Quality parameters

Publish DNA on KPI metrics to Senior management and process leader on daily basis for review.

Seniors stake holder Review Presentations: Preparing Weekly / Monthly/ Quarterly decks for Business review with Operation teams.

Preparation of MIS bucket wise on a daily basis for entire team. ▪ Monitoring of Every Team Performance daily

Preparing the Adhoc reports based on the requirement from Operations team

Track and analyze the attrition trend on monthly basis with the respective process owners

Maintaining Dashboard which covers the entire productivity of the operations month on month and Monitoring of Every Individual on a Daily Basis, Build & maintain Performance Dashboards

Ensure all Management Exception Reports (MER) are recorded, tracked, and reported in a timely manner.

Ensure effective control over all non-financial activities, ensuring compliance with established policies, procedures, and service delivery standards, thereby contributing to satisfactory audit outcomes.

Prepare and present the monthly governance deck for the FTC unit, highlighting key operational metrics, risks, and performance updates.

Provisioning, budgeting and forecasting on monthly/yearly basis.

Work closely with technology to build a comprehensive data platform anticipating information needs across products with a view to ensure multi-dimensional data analysis capability.

Prepare and complete Logical Access Management (LAM) and User Access Entitlement Reviews within the agreed timelines, ensuring compliance with access governance requirements.

Manage end-to-end vendor management activities, including

EC staff onboarding and offboarding.

Resource allocation for project requirements.

Raising Purchase Requisitions (PRs).

Processing monthly vendor billing.

Generating Goods Receipt Notes (GRNs) against billing invoices to facilitate timely Payments.

Operating Environment, Framework and Boundaries, Working Relationships

Conduct operational and strategic analysis by evaluating internal strengths, weaknesses, opportunities, and threats (SWOT) to support informed decision-making and continuous process improvement.

Identify business needs and operational requirements and support the development and implementation of effective solutions to enhance productivity and service delivery.

Manage and coordinate a multi-disciplinary, multi-cultural workforce supporting both financial and non-financial processes across UAE and IBG Operations, including in-house teams and vendor-managed offshore operations.

Develop and maintain service performance matrices, analyze operational performance indicators, and recommend appropriate service ratings for various Operations units based on agreed performance criteria.

Support business planning and resource optimization initiatives by evaluating operational trends, capacity requirements,