Vice President

Digital First Operations (Personal & Business Banking) manages back end processing for Account Management. It handles end to end processing for Personal Banking Customers starting from Onboarding, Account maintenance, Closures, Bereavement Servicing and Tax Operations, Customer Data operations and Onboarding for Business Banking customers. These critical processes are to be closely supervised to avoid any Customer complaints, compliance, regulatory or reputational issues. There are also additional responsibilities to be discharged as part of this role and it includes managing regulatory requirements, delivering Business initiatives, owning the key strategic priorities of co-location, creating “ops of the future” enabled through RPA / strategic automations


What will you be doing?


Where applicable this should include reference to the following; level of accountability, ownership and/or influence on policies and strategy; quantify any financial accountability /budgetary requirements; likely timeframe of role activities; the impact of the role on the team/organisation.
Run an operations unit within BGSC, across cities and sites,
Managing process performance in line with agreed SLA and targets.
Drive a culture of continuous improvement.
Maintain effective working relationships with key stakeholders within BGSC and related customer business areas.

What we’re looking for:


Work experience at a senior managerial level of leading large teams across multiple processes
Prior experience in Customer Service
Knowledge of Retail Banking Services and processes
Knowledge of emerging technology e.g Blue Prism and exposure to tech testing with ops
Experience with leading Financial Services BPOs/Large BPO setup
Excellent track record during past work experience; Stability in previous jobs.