Incumbent in this role will be part of India Trade Operations team managing Export Operations. The role will involve managing the Export process as well as governing the outsourced vendor Operations. The job will involve working closely with Product, Regulatory, Vendor Ops, Controls and Technology partners to manage Operations specifically towards day to day process monitoring, team building , improving Client Experience, reducing Risk and improving control, identifying Productivity initiatives , collaborating on Automation and Digitization as well as governing the outsourced vendors.
- Team and Vendor Management
- Client Management
- Risk and Control
- Revenue and Cost management
- Migration and Project management
- Stakeholder management
- Strategic Leadership
- Processing standard
- Ensure process delivery as per Service Level Agreement at all times. Ensure service quality is maintained
- Ensure team meets required productivity targets
- Collaborate with TSP/Front-office staff for ensuring timely delivery of Client transactions
- Conduct regularly meeting / discussion with client/TSP/Sales/Support and Front office staff
- Risk and Control
- Ensure team adheres to internal policies to ensure compliance with legal parameters as well as company policies and procedures
- Prepare for audit and take necessary actions for clean audit results
- Periodic review of process to identify inherent risk and develop suitable control method/activities.
- Ensure awareness and understanding of practices and conduct as stipulated by the Regulator and ensure strict Compliance to Citi and Local Regulatory Policies and Guidelines.
- Migration and Project management
- Lead new/ongoing projects/migrations and ensure smooth cut over with minimized risks – internal and external
- Ensure development of training database, training materials, and trackers for the migration
- Ensure trainings are scheduled and conducted for new staffs. Ensure training and parallel run are well planned and executed without impact on delivery
- Revenue and Cost management
- identify and execute process improvements and cost reduction initiatives
- Team Management
- Ensure the team provides the best productivity to meet SLA targets
- Motivate the team towards the business objective
- Maintain team’s performance metrics to track defects, productivity.
- Ensure back-ups are created within and across the team through cross functional projects.
- Act as a mentor when required.
- Stakeholders management both internal and external related to processes handled. Partnership with Product/Sales in supporting new product roll-outs in compliance with Citi & Local Regulations & provide strategic /tactical support to Business
- Understand broader strategy and make sure unit moves in right direction accordingly, anticipate changes.
- Partner with HR, other Leaders and VOE forums to help drive key VOE, Talent & people-related initiatives;
- Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.
- Technology Enabler
- Function as an integrator between business needs and technology solutions, helping to create technology solutions to meet clients’ business needs.
- Understand technology changes affecting the units work and proactively take lead to ensure ops aspects are managed well.
- Knowledge of Robotic process and its implementation in Operations.
- Responsibility for identification of Product Efficiencies, Digitization of Unit Processes and elimination of Manual Touch Points to increase scalability.
- Vendor Governance
- Day to Day Management of the key performance indicators and service level metrics of processes outsourced to vendors
- Working closely with product and Vendor teams in Managing audits
- Run a monthly business review and discussions on defects, volumes and suggested improvements.
- Review Control Points in the process specific towards, queue aging, account summary, Day 2 controls, Quarterly monitoring
- Engage on productivity related initiatives and discussions
Key deliverables:
- Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
- Lead employees to meet the organization’s expectations for productivity, quality, goal accomplishment and related projects. Establish and maintain relevant controls to monitor and strengthen the existing processes.
- Maintain transparency in communication & appropriately communicate organization information through department meetings, one-on-one meetings, and regular interpersonal communication.
- To ensure stakeholder management both internal and external for the unit.
- Align unit’s activities with broader strategy. Anticipate changes.
Education: Bachelor’s degree OR Post Graduate (preferably Finance)
Experience: Bachelor’s degree – 15+ years of experience in Trade Operations/ Services OR Post Graduate (preferably Finance) – 10+ years of experience (Trade Operations/ Services).
Knowledge on India trade regulations.
Previous experience in handling India Trade ops.
Skills:
Core:
- Ability to execute and exceed both internal and customer expectations in a team-oriented Operations environment
- Ability to work as a team with offsite partners.
- Consistent ability to identify process improvement and implement quickly and accurately.
- Strong attention to detail is required to ensure the data privacy of our client information
- Strong team management skills
- Strong client management / relationship management skills
- Demonstrates sound judgment and professionalism in decision making/problem solving, dealing with a variety of escalations from the team and escalating to own manager if appropriate
Competencies:
- Working knowledge of URDG, UCP, ISBP, URR, Trade Services Products, and Trade Finance Products.
- Information must be expressed coherently and accurately to key people in a timely manner.
- Confidence, self-motivation and plenty of initiative
- Strong sense of ownership and accountability for work
- Ability to build working relationships with stakeholders
- Good oral and written communication skills
- Ability to work in team environment
Enthusiasm and strong desire to work in operations
- Strong Analytical Skills & Attention to Detail.
- Strategic Thinking – ability to conceptualize and execute.
- Customer Focused, Forward Thinking & Solution oriented Leadership Style.