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1. Operations Manager
Description
The Operations Manager (OM) reports to the Regional Operations Manager and is responsible for the day-to-day management and overall supervision of the local center, which includes, daily operations, quality management, productivity, customer service, recruitment, training, staffing and performance management The OM manages and mentors Team Leaders and other directs. Working with the P&Q team, the OM is responsible for training, assessment and development of Team Leaders and directs. The OM is responsible for building relationships with local Business Managers, Resources Managers and clients in order to understand business requirements and implement strategies which support service improvements. The Operations Manager is also responsible for local Market Data advising the local business on product changes, initiatives, pricing and making recommendations. The OM uses metrics and client knowledge to analyse the operation and contributes to the global forum with the objective of improving the operation through projects and initiatives. The OM can be involved in research at a senior level dependence on OM experience, .. .
Roles & responsibilities
Operations Management
n Partner with the global management team to ensure that operational staffing, scheduling, policies, procedures and practices effectively support the group’s ability to consistently meet client needs and expectations
n Excellent understanding of business metrics and financial data and how to use these to effectively to manage staff and operational productivity and costs. Ability to produce accurate and meaningful business data, analyses, reports and forecasts to support recommendations
n Understands and ensures adherence to regional policies - HR, Compliance and all departmental policies and procedures as well as health/safety regulations, including any location-specific guidelines
n Actively seek opportunities to improve processes, technology, services and client satisfaction, communicating improvement strategies to Regional Operations Manager and leading implementation efforts
n Keeping global management team aware of issues affecting the centre operations, create appropriate mitigation strategies and lead implementation efforts
n Coordination between two centers to ensure appropriate scheduling including transfers between Bangalore and Mumbai to meet staffing requirements
n Regular communication and liaison with peers to encourage and promote global interpretation, adherence and execution of initiatives, processes and policies
Team Management
n Communicate the GCFO goals and departmental goals to all staff. Ensure SMART objectives are in place to support the department goal
n Effectively communicate to staff the department’s role and function within organization, outlining individual roles and associated responsibilities/performance expectations for each role
n Responsible for working with the P&Q team to ensure development and mentoring of Team Leaders and their directs through training, assessment and setting of development goals.
n Ability to motivate and create a strong cohesive team environment
n Foster and maintain positive, professional work ethic and culture promoting staff engagement, teamwork and high performance. Provide ongoing feedback and support
n Oversee personnel development planning process, regular updating of ranking for staff. Contribute majorly to the evaluation process and recommend promotion, additional training or termination
n Support retention of high-performing staff and manage recruitment of new staff, partnering with P&Q team to identify, evaluate and interview high-quality candidates both locally and in other centers
Customer Service
n Partner and build strong collaborative relationships with clients, staff, the global GCFO management team, vendors and internal support groups to deliver on request-specific and departmental objectives
n Build and develop relationships with local Business Managers, Resource Managers and clients through AADC and AAC forums to understand changing client requirements and to develop plans for improving service
n Identify opportunities to improve our service using banker feedback and surveys and proactively seek feedback from our clients. . Ensure robust and effective process is in place for responding to and actioning feedback.
n Manage vendor relationships to ensure that client needs, departmental needs are met efficiently and cost-effectively. Oversee staff members responsible for vendor relationships to the same effect.
n Working with the P&Q team to ensure our teams receive support and training in areas of Communication and Customer Service.
Knowledge and skill set
n General understanding of Investment Banking industry, familiarity with investment banking terminology, trends and frequently requested information
n Knowledge of the applications, systems, processes and procedures used in the BRC.
n The ability to communicate and coordinate effectively, efficiently and proactively – verbally and in writing
n Ability to carry out a credible conversation with clients and provide appropriate guidance
n Ability and confidence to host and lead effective global meetings
n Exceptional client focus with commitment to delivering consistently excellent client service and to continuously improve client satisfaction and quality/timeliness of services
n Excellent time management skills, including ability to work in a high pressure, time-sensitive environment, being open to the needs of the operation which may impact job requirements and/or working schedule
n Strong leadership and team building skills
n Proven analytical and problem-solving abilities
n Ability to remain calm in highly pressurized situations and use judgment to make sound decisions
n Strong interpersonal and communication skills
n Solution oriented with proven problem solving skills
n Good working knowledge of Microsoft applications used in the business
Qualifications
n Graduate/Post graduate in any discipline
n 9-10 year experience in similar business environment
n Previous people management and team supervisory experience is desirable
n Experience of working in a client focused environment
n Be flexible in working hours/shifts in order to meet the changing demands and requirements of the business.
Reports to
n Regional Operations Manager
JPMC Job category/grade level
n 601/603 *
*Education*: Bachelors degree in any discipline
**Job:** **Investment Banking*
**Organization:** **CORPORATE & INVESTMENT BANK*
**Title:** *BRC Mumbai - Operations Manager*
**Location:** *IN-MH-Mumbai-L%26T Business Park / 32183*
**Requisition ID:** *160046553*