The role will require the candidate to lead large complex engagements or multiple mid-sized engagements in financial services operations environment. It will involve running and managing engagements and delivering the objectives agreed with the client and onshore stakeholders on banking operation both asset side and liability side of business. Having sound knowledge and experience on KYC CDD review/refresh and new client onboarding for individual and institutional clients is preferred.
The role will manage a team of ~200+ people in the delivery of services. The ability to engage and communicate with onshore stakeholders, engagement teams and KGS Management along with good people management skills and experience are therefore essential, with a demonstrated track record of having successfully led large teams in an operation environment.
In addition, the role will be required to build an understanding of various technology platforms used to support the client delivery with a focus on process standardization and improvement to ensure our services are delivered to a high quality at low cost.
The role will involve working with several internal functions, so the ability to proactively build and maintain internal networks will be key to the success of the role.
Roles & responsibilities
- Lead & manage processes for the client, ensuring effective operational delivery to customers
- Maintain day to day client relationship activities and provide input, preparation and support to contractual Service Reviews.
- Build strong relationships with senior stakeholders onshore, KGS Leaders across different service lines and KGS Senior Management within MS.
- Maintenance of Service Levels of the team and by overall engagement encompassing productivity, quality-based outcomes, thus, ensuring high level of customer service at all time.
- Actively protecting the client’s interest at all times in every aspect of client delivery including complying with statutory regulations & legislation, maintaining highest standards of quality and ensuring that the potential risk to company arising out of operational lapses are minimized.
- Transition and project set-up in KGS, working in collaboration with internal, onshore and client stakeholders, involving key aspects viz. resourcing, technology set-up, knowledge transfer etc., and leading project to BAU mode in smooth and seamless manner.
- Reporting of issues of concern and risk to KGS Leadership, and where appropriate, to the client on a timely basis and pro-actively ensuring problems/issues are identified and solved.
- Aim to operate at industry best practice level, where applicable and initiate & support process improvements to achieve higher levels of efficiency & effectiveness to maximize productivity gains and achieve consistency in delivery across various delivery sites, as applicable.
- Effectively manage growth as per capacity plan in liaison with Operations Support and onshore stakeholders by ensuring offshore department is resourced with sufficient, well trained and well-motivated staff and staff are developed to their potential in line with operational needs.
- Owning and driving People Agenda encompassing, Colleague Engagement, Performance Management, Learning & Development, Resourcing, Retention & Attrition and similar key themes as apt.
- Attract and retain top talent, drive people development through identifying and implementing required trainings and driving GPS (Global People Survey) action plans.
- Maintain control over operational budget, demonstrating due care and diligence in exercising operational level mandates within authority outlined in the Delegated Authorities Manual
- Drives operational excellence – Enable culture of continuous improvement through brainstorming and harnessing new ideas and solutions, evaluate opportunities for improvement and apply industry best practices and benchmarks and plan for contingencies and on-time delivery
Mandatory Skills
- Min 14 yrs in an operational environment, with at least 5 years spent in leading Operations
- Minimum of 2 years of managing a large team (100+)
- Strong communication and relationship building skills. Ability to represent KGS at client orals/pitches, roadshows with member firms and become a brand ambassador for KGS.
- Strong analytical and problem-solving skills and the ability to use information to generate creative solutions to benefit the business.
- Budgeting, forecasting and planning experience in an operational environment
- Commercially astute – ability to understand engagement commercials and manage costs per FTE to an optimum level.
- Strong presentation skills and ability to engage senior stakeholders
- Strong focus on results-led management and situational leadership skills
- Strong project management skills
Preferred Skills
- Awareness of the Regulatory & Compliance guidelines and other relevant legislation, procedures and processes
- Preferred background in Financial services industry, with exposure to Banking Operations and Risk Management, under the ambit of global service delivery set-up