Management Level
F
Operations Manager
Department: Operations
Reports to: Senior Operations Manager
Role
As a Operations Manager you would be leading team of team Leaders, utilising available resource across operations, meeting planned performance and agreed service standards within budget and ensuring customers are provided with a high quality cost efficient service.
Business Function
EQ India Operations team work closely with the EQ Group functions across UK and US to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.
Core Duties and Responsibilities
- Delivering services to the highest possible standard, addressing any risk issues to minimise operational losses
- Ensure that staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business, actively coaching and developing all direct reports
- Demonstrates the ability to successfully lead and scale large customer care operations
- Understand customer needs and expectations
- Drive customer satisfaction (CSAT/NPS)
- Handle escalations effectively
- Promote a customer-first culture
- Monitor the team to ensure that all regulations including security measures are maintained.
- Identify, review and where appropriate implement improvements to processes in order to contribute to business efficiency goals
- When required support, plan, communicate and implement both central and locally driven changes ensuring such changes are implemented with the minimum of disruption to services
- Use the CAPA process to ensure that all adverse trends in problem occurrence and / or workflow are fully investigated and action taken to minimise the risk of re-occurrence
- Identify, plan, delegate and where appropriate manage projects ensuring these are delivered on time, within budget to specification
- Ensure that the operation unit works to support all area of our quality policy
- Ensure the operation remains compliant with all best practice standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect Equiniti’s business at all times
- Always to undertake the duties of this role in accordance with the requirements of Equiniti’s Regulators including the FCA’s Principles for Business.
- Develop and maintain relationship across Equiniti that support the delivery of business KPI’s
Competencies and Experience
The candidate should demonstrate the following experience, skills and behaviours:
- Objectively assess the performance of others in accordance with the process, assessing capabilities and potential
- Give constructive feedback in order to identify individual’s development needs.
- Maintain consistency and fairness throughout the process.
- Undertake and use management techniques to monitor financial resources for specific business unit/projects
- Uses project management techniques to support and/or undertake projects recognising and planning for particular areas of uncertainty
- Ensure that work undertaken (either by an internal / external consultant) constitutes the planned end product, meeting the requirements of the business
- Communicate and explain change effectively
- Plan and implement changes gaining commitment and understanding, minimising disruption to our service
- Experience managing Contact Expereince centre
- Knowledge and experience of Financial Markets
- ICSA or IAQ qualification including “Compliance” module (must be achieved within 1 year of appointment).
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.