Regional Head, FM Operations ASA

Job Description

PurposeThe jobholder leads a dynamic, multi-market, multi-product team responsible for delivering high quality service to a diverse range of highly demanding clients and is accountable for end to end delivery of Financial Markets Operations for Asia South Asia Region, covering all the streams of the relevant product operations.The jobholder plays a critical role in the definition and implementation of transformation initiatives, service and control standards in the countries within the region. The jobholder pulls out country and region specific themes that need to be addressed at group level whilst simultaneously ensuring best practice and Group standards are adhered to in the region. This requires a high degree of understanding of the differences and nuances between the inputs from markets and the resultant impact on the global operating model.The role requires extensive collaboration with regional and country functions such as Front office, Middle offices, Sales, Client Management, Legal, Compliance, Risk and Product Management to not only drive change in the local country teams when it comes to identifying opportunities for transformational projects but also in the managing of the day-to-day business.The job holder carries out the end to end operational responsibilities in the region and works closely with the Regional Business Head, FM Regional COO, Regional and Group Risk Heads and the Group Operations Head to ensure that the operational units perform optimally and is able to articulate a forward-looking view of business growth, emerging industry trends and regulations to develop a platform consistent with the Bank s and business strategic ambition.This role has supervisory responsibilities and the Bank s supervisory principles must be followed. The jobholder monitors the performance of operations through key metrics such as volumes, productivity, accuracy, service levels, losses/lapses, issues, risk registers and cost budgets. Collectively responsible and accountable for the setting and governance of infrastructure processes and frameworks for robust compliance and controls. There is a focus on people management and client engagement required.The jobholder is a member of the Global FM Operations management team.Strategy

• Contributes to the definition of best-practice global operating standards and operating environment within the Target Operating Model (TOM)
• Implements TOM and oversees its ongoing development in the region
• Ensures compliance with all Group and Country policies, Code of Conduct, statutory regulations and laws
• Strong advocate of service consistency within and across regions. Actively takes steps to eliminate / minimise use of non-standard solutions
• Identifies strategic service delivery issues relating to technology, process, human resource and service quality and implements appropriate solutions
• Ensures the operations teams in the region are optimised and that resources are effectively managed to rapidly fill any service gaps identified
• Participate in developing the strategic operations direction and roadmap for FM, align with Business Strategy and investment appetite.
• Support Architecture changes in formulation of Best Practice and apply agreed methodologies in FM and CIB.
• Drive the global Operations Strategy in ASA region aimed to streamline processes, enhance productivity, reduce risk, improve controls, leveraging technologies.
• Partner with Architecture on the digital agenda, pre-empt disruptive forces and commercialise innovative use of technologies
• Deliver a robust control environment which mitigates the risk of loss and safeguards the Banks assets
• Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions and is perceived as an enabler by the business to generate and retain client flows.
• Alignment of activities to support the C&IB utilities model for greater standardisation, process efficiency and cost reduction.

Processes

• Ensures Change Management processes are adhered to in country operations working through the Country leads
• Ensures that key business practices and service delivery processes are conducted in compliance with Group and country regulatory guidelines
• Identifies operational risks and enhances control mechanisms, both for in-country processes and services hubbed offshore
• Update global management in a timely manner on notable operational developments and issues in the region and drives the resolution of thematic client issues and process issues
• Role models a strong, collaborative business relationship between FMO and hubbed centres. Maintains strong lines of communication with hubs through periodic townhall meetings etc
• Supports One Bank through strong connectivity with support and sales functions and related businesses such as Cash, FM

Business

• Oversees effective management of country budgets. Manages overall regional budget.
• Deliver Business Efficiency targets
• Monitors client service standards to ensure high-quality operational and client support services are provided in all countries.
• Acts as escalation point for country level operational issues identifies remedial solutions and oversees timely, efficient implementation when required
• Works closely with country leads to ensure operational platforms support client service level agreements and internal benchmarks as well as identifying opportunities for automation
• Proactively works with country leads to ensure development of pool of knowledgeable, mobile operations staff
• Champions the identification and implementation of operational best practice across markets within region and with other regions
• Ensures compliance with all relevant local and global regulatory requirements and industry best practice
• Drives continuous improvement culture to maximise cost and processing efficiency
• Represents the SS business at operational forums, groups and conferences in the region

Clients

• Partner with Countries, FM Front Office and the Regional SS Head to ensure that the key services are being performed to the standard required. Alignment to FM growth targets and creating an agenda which mirrors the aims of the Product & Solutions and Delivery team.
• Attend Client visits where appropriate to ensure client proposition is understood, constructive feedback attained and resulting actions take to improve or provide positive feedback to staff.

Qualifications

• Market Knowledge: awareness and understanding of the wider business, economic and market environment in which the firm operates.
• Business Strategy and Model: awareness and understanding of the firm s business strategy and model appropriate to the role.
• Risk Management and Control: the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them.
• Financial Analysis and Control: the ability to interpret the firm s financial information, identify key issues based on this information and put in place appropriate controls and measures.
• Governance, Oversight and Controls: the ability to assess the effectiveness of the firm s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas.

This role would require 15+ years of relevant experience, covering the implementation of strategy into technology solutions, part of which is operating at a regional level of sizeable international companies, ideally with time in the finance sector covering FM products. International exposure, ability to handle cultural diversity and developing high performers are essential to this role.,

Keyskills :
salesmarketingbusiness developmentretailcustomer relationsend to end deliverycode of conductcontinuous improvement culturesouth asiakey metricsfront officedrive changeservice levelclient visits