Job Description
Job Description – Sr. Operations Manager
(Project Money)
Operational Governance & Reporting –
- Operations Management: Effectively monitor operations of assigned line of business and become a successful interface between internal and external stakeholders
- Performance trend review and analysis: Identify performance trends using performance dashboard, take proactive & sustainable measures for competitive operations governance against contracted SLA's
- Leadership Reporting: Periodically review and report LOBs (line of business) metrics to Sr. leadership and suggest performance improvement areas
- Operations Risk Management: Identify risk environment for the LOBs, implement and manage effective controls with help of support departments
- Process Management Planning: Strategic allocation of responsibilities within the business unit (QC, WFM, trainer, production staff), assign OM/AM/UM responsibilities & orgs to be in lines with changing business as well as stakeholders requirements
- Manpower and Skill-Metrix: Periodic review of talent spread and skill matrix with timely governance of recruitment and onboarding of operations staff. Skill based alignment of talent within the LOB's
- Problem Analysis and Resolution: Be able to perform and train AM's/UM on identifying core challenges (team, individual, process, job, client etc.) and help create a solution-oriented team
- Identify process improvement opportunities with competency in coordinating & implementing different transformation methodologies
Stakeholder Management, Client Relationship -
- Lead stakeholder connects with effective client communication through available communication channels and maintain positive customer sentiment and relationship
- Ability to interpret organization, business as well as client requirements and act with agile approach
- Scheduled/ad-hoc governance and financial reporting
Business Focus, Service Level Agreement (SLA) & Compliance –
- Incentive & Revenue Loss Prevention: Effectively monitor performance SLAs and ensure smooth delivery of the committed volume. Incentive maximization and identify ops expansion areas within the LOBs
- Compliance Adherence: Accountable for adherence of ISO/PCI compliance controls, audit requirements within the LOBs and accountable to implement effective controls on identified s
Employee Centricity -
- Motivate aligned teams and foster a culture of continuous learning and skillset enhancement
- Schedule mandatory and ad-hoc skip as well as direct connects with teams/managers, identify their needs, area of opportunities etc. with proactive closure of actionable
- Accountable towards fostering the development of aligned LOBs by leading employees towards career advancement with a long-lasting and fruitful relationship through timely & constructive feedback, effective counseling as well as timely rewards and recognition
- Skills and Requirements
- 12+ years of strong operations management experience within US Wealth Management/Capital Markets/financial services; Industry certification will be added advantage
- Prior experience in leading a mid-size ops unit/LOB (70-150 FTE) in dynamic operations environment
- Very strong at planning and be able to effectively interpret, analyze, build, and present PowerPoint presentations/ Power BI /MS Excel reports to stakeholders
- In-depth knowledge of performance metrics
- Stakeholder management with excellent communication and interpretation skills (client communication, relationship management, business review, etc.)
- Deep understanding of service levels, work order etc. Must have experience in client SLA management & adherence
- Must have experience in managing direct client facing role
- Experience in representing business/delivery for transformation projects
- Creative & strategic thinker with capacity to foster similar attributes within team
- Willing to work US working hours (24x7 operations environment)
- Lean and Six Sigma knowledge
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
