ENABLEMENT AND SUPPORT LEAD
The Operations Manager is a strategic thinker with a strong operational focus to drive efficiency, employee engagement, and continuous improvement, particularly of processes for enablement and support. He/she ensures regulatory and bank policy compliance of frameworks designed and implemented for the Digital Banking Division.
Specific Duties & Responsibilities
Team Leadership:
- Lead and mentor a high-performing team of enablement and support officers and operational excellence officers, with the ability to back-up functions when needed.
- Foster a positive and collaborative work environment that encourages creativity and innovation.
- Recruit, hire, and onboard talented individuals to strengthen the team.
- Design and conduct training on business operations processes to Division team members
- Learn, imbibe and practice the Bank’s mission and vision, and, the Division’s identity and values.
- Manage Enablement and Support functions, primarily but not limited to, request fulfillment, budget planning and management, asset accountability monitoring, vendor management, Division compliance, and employee engagement support.
- Oversee the enablement and support function and continuous improvement initiatives for Division processes and capability.
- Perform back-up function for Business Systems support processes, whenever necessary (e.g. during team member trainings and scheduled/emergency leaves)
- Business operations process development, enhancement, and compliance
- Design, review and improve policy, processes, templates/tools on business operations processes
- Align business operations processes with the relevant regulation and bank policies, raising any required changes through the appropriate channels and authorities
- Learn the basics of the Divisions core design and delivery process
- Effectively engage with the appropriate Bank internal partners for business operations policy, processes and requirements
- Ensure early escalation and management of the Division’s compliance risks and issues
Strategic Planning
- Develop and execute a comprehensive operational strategy aligned with the overall business objectives.
- Identify opportunities for process improvement and innovation to enhance efficiency and effectiveness.
- Collaborate with Management and cross-functional teams to establish clear process improvement goals and performance metrics.
Vendor and Internal Partners Relationship Management:
- Build and maintain strong relationships with key stakeholders, including vendors, business partners, and internal teams.
- Identify, select, and manage external vendors and suppliers.
- Negotiate contracts and service level agreements (SLAs) to ensure optimal performance and cost-effectiveness.
- Monitor vendor performance and address any issues or concerns.
- Ensure vendor compliance with regulatory requirements and internal policies.
Financial Management and Risk Management:
- Develop and manage the Division’s budget, including resource allocation and cost control.
- Monitor financial performance and identify opportunities for cost optimization.
- Prepare accurate financial reports and forecasts.
- Assess and mitigate potential risks that may impact the Division and business operations.
- Develop and implement contingency plans to address unforeseen challenges.
Regulatory Compliance:
- Ensure adherence to all relevant regulatory requirements, including data privacy, cybersecurity, and industry-specific regulations.
- Stay updated on regulatory changes and industry best practices.
- Collaborate with legal and compliance teams to implement necessary controls and procedures.
Qualifications:
- Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field. Advanced degree (MBA or Master's in a relevant field) a plus but not required.
- 5+ years of experience in a business operations or project management role within the technology or financial services industry.
- Proven track record of leading and managing cross-functional teams for business operations functions.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience in vendor management and contract negotiation.