DESCRIPTION OF THE BUSINESS LINE OR DEPARTMENT
Leadership of the Banking Operations function – oversight of the day to day payments and banking processing teams, investigations reconciliations and queries, and digital support (e-banking and cards) team. Ensuring department controls are completed. Implement continuous improvement plans. Develop a team TOM executing strategic changes in line with SG strategic direction. Implement regulatory changes. Stakeholder Management and senior management forums and meetings as a representative of the Operations department.
To be an ambassador from the Operations Department in facing off to the Commercial Client facing teams able to manage the complex aspects of banking processing including general banking, payments, e-banking, cards, open banking.
Have day to day oversight of the BPO outsource relationship for banking operations activities and develop plans for future opportunities and improvements.
Regulatory Change/continuous improvement projects impacting Banking Operations including development of automation, digital channels, future outsourcing models, changes impacted by legal entity restructures, requirements for system upgrades/replacements.
§ As a member of the Projects Forum manage the implementation of change initiatives, communicating the business rationale and the impact of change on individuals, and ensuring that programme objectives are achieved.
§ To differentiate our service offering from our competitors by proactively driving industry leading service solutions to our Clients. Includes participation at end to end process workshops, digital development forums, automation and outsourcing strategy development.
§ To enhance service performance by creating and managing excellent supplier management relationships. Own end to end service delivery model for Banking Operations. Manage the outsource providers team responsible for daily delivery of Banking Operations related activities and escalating vendor issues to Senior Management.
§ Relationship Management and oversight of 3rd Party Suppliers/Correspondent Banks where Operations is the lead stakeholder
§ To work in partnership with the Relationship Management Teams driving proactive service solutions for customer - developing proficient points on contact, specialist advice and effective customer issue resolution.
§ Handle complex and sensitive client requests, problems and complaints from internal and external customers and suppliers using experience to identify a range of options and take appropriate actions or make recommendations.
§ Continually review processes, procedures and systems, in conjunction with the team, the rest of the business and customers as appropriate, to ensure that opportunities for improvement are recognised and acted upon and changing customer needs are met.
§ Develop a set of departmental KPIs containing risk and quality metrics to support and demonstrate incremental improvements, identify areas of concern, build business cases.
§ Ensure adherence to KH Internal controls standards, systems and procedures that appropriate standards are maintained in all aspects of operational risk and compliance which are endorsed by subsequent audits.
§ Be hands on with team managers, demonstrating role model mentoring and coaching skills and be an expert in the domain knowledge and provide training to team members in day to day activities.
§ Lead the team and manage the development of team managers and team members. Provide coaching, training and development opportunities, set and agree objectives and targets aligned with the business strategy.
§ Oversee the development, documentation and control common frameworks, and best practice procedures to accommodate the requirements of the various KH entities in compliance with Group policies, relevant local market regulatory requirements.
§ Ensure workable contingency plans exist and are regularly tested for all key processes, to ensure that the risk of errors is minimised.
§ Referral escalation point for day to day BAU issues that might stand outside current service agreements
§ Responsible for the departments RCSA collation, submission and monitoring
We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.