The Requirements
We are looking for a Senior Functional Manager, Service Ownership Framework to join the Service & Systems Ownership (SSO) team which is part of the wider Operations Enabling Services (OES) team.
Background:
The Operations Shared Services team provides a shared service model, bringing together common business practices to deliver economies of scale, standardisation of processes and optimal use of technology systems.
Having experienced rapid growth from the outset, Operations Shared Services (OSS) global remit has increased substantially, with further opportunities to continue over the coming years. With functional head offices in Edinburgh, London and Singapore, regional operations in the Americas, Asia, EMEA and UK&I regions, and hubs in Poland and India.
Our regions are our centres of expertise, working consistently across to the globe to supply secure, reliable and efficient services to our customers.
We have 7 specialist functional teams, which will all see further consolidation, commercialisation and growth this year:
Anti Money Laundering (AML) Operations & Change Programme
Control and Data Services
Reconciliations and Investigations
Incident Management Services
Contract Management
Operational Tax Services
Operations Enabling Services
Operations Shared Services operates a matrix structure where our specialist functional teams are responsible for our products; setting our operating strategy, shaping the service offered and the quality delivered, and ensuring that this is applied consistently on a global basis. Our operational teams are our centres of expertise, working consistently across the globe aiming to offer a world class service. They deliver the products to our customers, and are located regionally and supported by our specialist global hubs and in India and Poland.
Operations Shared Services is changing to further strengthen its shared service model and become the enabling and support organisation which will allow the Bank to be truly trusted by its customers. This has created a number of exciting roles within Operations Shared Services which offer the opportunity to be a part of our future.
The Global functionally led team Operations Enabling Support is a shared service provider of support related activities not only to OSS but as a shared service to the Banks Operational areas and customer facing segments. This is a newly created global bank wide team where delivering for customers is at the heart of everything we do, simplifying the organisation through a business model that costs less while delivering more. The support function will maintain the expertise to set the standards to ensure the support that the frontline delivery teams receive is consistent, has greater accountability for delivery, reduced complexity and facilitates improved decision making. This will be delivered through consistent design, removing overlapping layers of activity, duplication of effort and inefficiency through key automation and execution assurance to set standards.
Purpose of the role:
The Operations Enabling Support team is a shared service provider of support related activities to the Banks Operational areas and customer facing segments. Delivering for customers is at the heart of everything we do, simplifying the organisation through a business model that costs less while delivering more. The support function will maintain the expertise to set the standards to ensure the support that the frontline delivery teams receive is consistent, has greater accountability for delivery, reduced complexity and facilitates improved decision making. This will be delivered through consistent design, removing overlapping layers of activity, duplication of effort and inefficiency through key automation, right shoring and execution assurance to set standards.
Service and Systems Ownership (SSO) sits within the Operations Enabling Support team, and to ensure we build a really good bank for our Customers, will deliver a clear and common approach to service and systems ownership in RBS Operations which will enable and support the delivery of effective and consistent Customer service standards across all operational activities.
The Senior Functional Manager, Service Ownership Framework reports to the Head of Service and Systems Ownership (SSO) and will work closely with the Senior Business Support Manager, Systems Ownership to deliver the following:
The creation of a single unit to take ownership on behalf of RBS Operations for the post-Maia Process & Systems ownership activity and to sustain the model across Operations
Drive the Service and System Ownership framework across the remainder of RBS Operations processes and systems, ensuring a consistent approach, role and responsibilities for all Operations and the Customers they serve
Deliver management and documentation services to units as required through a functional and operational model
Deliver ownership accountabilities for shared systems and processes on behalf of RBS Operations and the bank
Deliverables:
Work with stakeholders and partners to understand and define the requirements for service ownership, to ensure that customer service is at the heart of the fulfilment chain
Manage a global senior stakeholder network, across multiple geographies and disciples, both internal to and external to RBS Operations
Support lead the design of the Service Ownership framework that demonstrates strong control and risk management to the markets, improving their view of the stability of the Bank.
Define and lead the assurance of roles and responsibilities accountable for Service Ownership and the assurance of the model
Assure the future state Service Ownership framework features increased simplicity and connects areas of the Bank in an effective and sustainable way
Support Work closely with Senior Management across RBS Operations to understand user requirements and translate those requirements into a sustainable model
Work with other business areas across RBS Operations to identify and maximise existing synergies and to seek out new opportunities to extend the Service Ownership model
Lead the definition, design and rollout Service Ownership standards and methodology across RBS Operations
Accountable for the design of the Target Operating Model for Service Ownership framework, collaborating across the team to define and document products and services, documenting internal and external roles and responsibilities
Accountable for the onshore and offshore elements of the team, leading remotely in a matrix structure
Accountable for the design and stand up of the new Service Design, Advisory & Assurance team, and the new Documentation & Shared Ownership team and their constituent elements, ensuring customer and business requirements are understood from the start and that the final build meets stakeholder expected outcomes
Lead the definition and start up of the operating rhythm of the new team
Accountable for the design, implementation and assurance of the methodology for quality assurance testing, proactively identifying gaps and process improvements to support Service Owners
Lead, coach and guide peers and stakeholders through the new model, providing feedback and improvement coaching
Accountable for the strategy that defines Documentation Services across RBS Operations, working closely with ExCo to understand Customer and Business requirements, defining approach and standards for service documentation.
Accountable for assurance of Service Owners activities against key responsibilities as outlined in the standard
Effectively lead 2 direct reports, covering the Design, Advisory and Assurance team c. 19 people and the Documentation and Shared Ownership team c.22 people, across onshore and offshore locations
Be fully accountable for the delivery of a range of key performance measures for the Service Ownership team within OES
Experience:
Experience of working on a global function
Experience of building and delivering strategic changes
Experience of project management
Experience in Process Management and Process Documentation
Strong matrix management experience and influencing skills
Good understanding Service Ownership methodologies and approaches
Broad understanding of risk management principles within Financial Services.
Experience of multi-site management and ideally functional operations.
Experience of working with senior leaders in a variety of businesses.
Proven experience in driving change and delivering turnaround – excellence of execution.
Proven motivator and leader of a senior team.
Ability to build relationships with key stakeholders.
Commercial mindset.
Clear, high impact, concise communication skills.
Line management experience of managing high performing, multi discipline teams
Advanced Operations knowledge on operations products, processes, practices, tools and techniques
High level of technical aptitude including service ownership & documentation models, toolsets and standards
Strong background of working in a shared services environment
Customer experience expertise and methodologies
Strategy development
Business delivery and financial performance - deliver sustainable results to set the foundation for continued growth.
Strategic progress - the vision and courage to transform and proactively set the strategy for their business.