Operations Manager [Banking and Delivery Management]

The purpose of the role is to lead and manage one of the Lending Operations businesses. Provide support and service to Broker introduced consumer lending customers. Responsible to play a key role in ensuring that all objectives are met while also focusing on developing an engaged and customer focused team. Role will also continue to deliver on digital led operational excellence, improving stakeholder engagement and ensuring regulatory and organizational standards are met while leading process change, enhancement and optimization. Operational accountabilities include ensuring productivity. operational efficiency, Hub strategic initiatives, Operational Risk & Compliance control and Business Continuity Management. Processes that are run by the India operational hub will be held to a higher operational performance standard than sending business units.
• Deliver leading, specialized customer-focused expertise at large scale in customer servicing
• Improve underlying performance metrics, including but not limited to productivity, utilization, quality, heartbeat score, ICS score
• Builds strong influencing relationships across teams and with key frontline stakeholders
• Develop workforce capability and engagement and embed a high-performance culture including strong succession plans and career pathways
• Manage cost per FTE effectively through productivity/process improvement/Automation
• Manage Risk/BCP and adherence to compliance framework
• Role modelling values and behaviors

Essential capabilities
• Strong track record of People Management
• Strong Stakeholder Management & Negotiation and Influencing skills
• Experience in developing & delivering strategy
• Performance Management Mentoring and Coaching
• Strong Customer focus
• Professional maturity to drive continuous change and Lateral thinker
• Good Analytical knowledge

Other capabilities
• Transition and Project Management Experience
• Ability to balance business outcomes for best customer results Commercial vs customer acumen
• 7 to 10 years professional experience in banking/finance related disciplines
• Experience in managing change, embedding operational improvement, delivering key productivity and financial targets
• Prior experience leading in multi-cultural scenarios

Qualification Requirements
• Bachelor degree qualification in finance, Commerce preferred
• Lean process engineering green belt or above