The Business
We have been in India since 1921. With our in-depth local market knowledge coupled with our global network, we meet our clients‘ needs by bringing together capabilities including debt capital markets, international transaction services, FX and rates as well as providing balance sheet advisory and structuring. Our clients comprise blue-chip Indian corporations, leading multinational corporations, large financial institutions, the Indian Government and high net-worth Individuals. Using our global reach and drawing on the expertise of our local teams of professionals, we have led many of the biggest and most innovative landmark transactions in India for our corporate and institutional clients.
The Division
To achieve success in RBS we must also of course invest in our most important asset. Making Business Services a great place to work and supporting personal development remains amongst is the top priorities.It is a place that has the best people, operating in an empowered culture.Tthe Group's global learning management system, our own Business Services' learning solutions and other relevant sources of learning - all designed to help you achieve the goals and fulfil the ambitions in your own personal learning journey.
The Responsibilities
EXPECTED END RESULTS
MAJOR ACTIVITIES/RESPONSIBILITIES
Manage sub-unit cost through effective capacity planning and utilization
Support and engage with multiple stake holders across division.
Manage teams size of 15+ across multiple locations.
Influence process re-engineering initiatives to deliver efficiency gains to process payments efficiently.
Improve
WLB
of the team through proper capacity planning and work load balancing
Build the capability matrix of the team and assess back ups and training requirements
Ensure creation of effective back up plan and training calendar to be prepared and completed
Manage the alternate location of processing and ensure complete integration with the parent unit
Effectively contribute towards global change and transformation programs. Actively lead and participate in local and global projects
Optimum utilisation of resources, reducing costs/ increasing productivity and maximising value to our customers.
Ensure Process SLA- timeliness & accuracy
Reduction of operational losses from previous year by 10% and operational errors by 25% from previous year
Monitor disputes and identify opportunities to minimize loss
Timely preparation and submission of incident reports with action plans to address identified risk areas.
Ensure Operational Accountability Form (OAF) for operational incidents are prepared immediately by the staff involved and acquire necessary sign offs.
Adhere to
ISO
requirements of preparation of
CAPA
(Corrective action Preventive action) with reference to process SLAand accuracy
Ensure maintenance of processing accuracy at 100% and TAT at 100 % as agreed in Service Level Agreement
Explore the possibility of implementing technical solutions where ever possible to reduce the manual effort required to manage the agreed SLAof 100%
Implement the control decided to mitigate the root cause identified by the team for issues and operational errors and monitor the effectiveness of control implementation
Monitor the Control checklist of the process Leads with reference to controls related to maintenance of accuracy and queue monitoring
Manage internal and external customer satisfaction
Drive discussion during regular meetings with onshore stakeholders. In collaboration with operating committee,
redefine on-shore review discussions to be more risk and controls focused.
Monthly discussion based on Monthly Operational Report with onshore to track customer satisfaction parameters
and timeliness & accuracy issues
Initiate measures to improve Service Quality Feedback ratings from stakeholders and share the results with the
senior management
Instigate measures to improve the feedback rating by working on the identified areas of development
Perform quality checks on the teams response to queries via mail and CSE
Step in to manage escalations effectively to keep the situation under control.
Maintain Stakeholder engagement by initiating ‘Health Check’ calls at regular intervals
Adhering to timeliness while sending Monthly Operational reports and Management Information Systems to
Business Partners and other internal stakeholders
Understand the presence of internal stakeholders for every process and maintain their contact details so that
issues can be addressed in a timely manner
Keep Internal and External stake holders informed of any changes within the process, contacts etc.
Keep Stakeholders informed of the Organisation structure and make them aware of the back up information.
Advise the external Stakeholders on the MI and error analysis done for the team
Adhere to
ISO
requirements of maintenance of complaint register to track customer and stakeholder complaints
Manage operational risks and
build a culture of control
Ensure satisfactory ratings on all audits/ reviews both internal and external.
Provide list of self-identified issues and record them as part of
CEC
and implement agreed mitigating action
based on risk based approach trainings
Ensure all issues are closed within specified timeframe
Ensure timely completion of mandatory courses in GPL ,SABA,etc by self and team..
Adhere to GPF standards without any breaches (PSPS,Record Management policy)
Ensure process manuals are reviewed and sent for necessary sign offs from stakeholders once in six months
Review and update
BCP
/BIA Document on a yearly basis and send it for sign offs
Collaborate with
BCM
team to perform
BIT
and WAR test regularly and send the testscripts to Senior
management and
BCM
team for their review
Maintenance of User IDs within IDMS and adherence to JML Document whenever there is a people movement
Regular review of Daily Control Functional Checklist (DCFCL)
Ensure all
CAPA
provided to the AYIC team are implemented and sustained.
Review and renew ETP’s and follow up with Stakeholders / Support teams to eradicate manual controls
Check the team’s knowledge levels on all the policies and changes to the same.
Report all incidents (technical and operational) and perform an impact analysis on the same.
Continuously increase Compliance alertness through interaction with staff, training & implementation of
automated tools.
Ensure complete adherence to various compliance related guidelines and programs
Ensure Operations meets all regulatory commitments and comply with the SOXA framework
SPECIFIC REQUIREMENTS:
CCMS
Ensure regular review of the list of vault key custodians
Ensure that physical verification of cheques in the vault is done at least once a year.
Ensure receipt of all Physical Cheque returns.
Check on reconciliation of Sundries and Nostro Accounts.
Ensure that funding is received from Correspondent Banks as per arrangement
Motivating and Engaging the
workforce
Work with the team towards improving engagement survey results.( Our View,Pulse,etc..)
Ensure 100% completion of all individual development plans by Q1 and regular IDP assessment and review
Ensure attendance of all staff to LEAN awareness training. Include LEAN awareness in On-boarding Training
Agenda
Active participation in team events,& engagements and skip level meetings
Ensure regular staff engagement through Daily Huddles, Monthly Team Talks, One to One Meetings etc
Maintaining and reviewing Functional Skill Matrix on a periodic basis
Foster a performance culture
Ensure performance management discussion for all staff during the monthly, mid and year-end processes are
completed before the deadline.
Manage underperformers to improve their ratings to at least a three and manage out perennial non performers.
Recognize outstanding performance by identifying career opportunities and giving stretched objectives to
facilitate development.
Complete regular individual catch-ups with one-downs
Conduct daily team huddles and regular meetings and drive participation of all staff
Attendance in town-halls and cascading of relevant information to staff.
Encourage new comers to make Team Talk presentations
Technical Knowledge and skills, Self development
Ensure completion of 5 man days of training in both technical aspects and soft skills perspective and
development plans for teams are achieved through the following:
Leading change
Stakeholder Engagegement for the process handled
Driving and delivering results
People management
Verbal and written communication
Reduce dependency to onshore and identify & develop SMEs
Ensure FLP Assessments are cleared and work on the developmental areas suggested in the assessment
report
Complete
ICM
(International Cash Management) Training Module
Manage knowledge retention by creating full flow process maps, detailed training documentation
MAJOR CHALLENGES
Performance on many process KPIs are based on external factors outside the control of the unit- requires
influencing factors which may not be under direct control
Talent retention considering increased competitive presence
Evaluate and assess impact to the processes from regulatory changes
Understanding gaps /deviations in the policies and implement adequate controls
KEY
DECISIONS
Deciding on concrete plan for identified re-engineering/automation opportunities
Fresh hiring and/or internal job posting
Managing escalations on processing and system issues
Deal with risk and control issues and review processes , if needed
Approving / declining transactions as per prescribed Authority
Decision on implementation of change request
DIMENSIONS
This section needs to be filled as per job requirements at the time of publishing the JD. The scope and scale of
activities concerning the job to be listed here
Geographies serviced – India,
APAC
,EMEA, UK& Ulster Bank
Manage a team of 15+ staff ( direct reportees ) in multiple locations.
Handling the Payment Operations for 1 to 2 countries \ different activities / products hubbed into GOI.
The Requirements
EDUCATIONAL QUALIFICATIONS:
_ Graduate of Commerce
Post Graduate in Management or Commerce will have additional preference
RELEVANT EXPERIENCE:
_ 8+ years experience in a banking captive in a similar role with a minimum 5 years experience in Core
Cross border SWIFT Payments operations.
For roles in Account Facilitation & Account Services, minimum 5 years of experience in Corporate
Account opening & Account maintenance experience
For roles in SQC, minimum 4 years of experience in Corporate account Client services
_ Minimum 2 years experience as People Manager
Internal Candidates
_ Clear Authoriser training as well as CSA 1 & 2 within C&P
_ Should have been on the current role for minimum 18 months
_ FLP Accredited
FUNCTIONAL COMPETENCIES
To be defined by the Department as per job specifications
Indepth knowledge of Cross border Payments operations
Good Knowledge of domestic and international clearing / settlements and SWIFT
Good understanding of Cash management function
Good understanding of Nostro Reconciliations & investigations
KEY
INTERACTIONS
INTERNAL:
Senior Management team within GOI &across the group
Executives within Human Resources Department
Staff from ORM /
ICM
/GIA teams within GOI & across the group
Technical support staff in Technology team
All Units within Payments team
Stakeholders and product teams at various locations within the group
Staff in TBRM circle
The Competencies
"Due to a large number of strategic projects currently undergoing in the Client On-boarding and Payments space within Cash & Payments, this role will be an Individual Contributor role for the initial 10-12 months time."
People Standards Proficiency Level
Build trust
Champion Customers
Enable others to succeed
Work well with others
Deliver lasting results
Learn and adapt
Make sound decisions
Act with integrity