AVP FRCOO with Deutsche Bank recruitment
Job Context:
Business Management is the strategic independent partner to Service Delivery Work-stream and Onshore Sourcing Manager with expertise in production lines. Key responsibilities will include:
• Performance Review / Governance
• Business Development / Offshoring Strategy
• Root cause analysis / Issue resolution escalation
• Business Management functions
The AVP supports clients at specific geographies and plays a pivotal role in managing relationship with onshore clients and PSC work stream. He/She acts as a bridge between on/offshore. This role requires one to have deep appreciation of the PSC policies and procedures so as to ensure that the service is delivered in a sustained, accurate and timely manner. Also ensures that the services are provided within a risk-free and controlled environment, to ensure Deutsche Bank’s overall client satisfaction.
As a Business Manager, this role is expected to build, maintain and track the budget/actual costs and headcount for service delivery from the work-stream.
Primary Responsibilities
Relationship Manager Responsibilities
- Monitor Book of work for new migrations.
- Migration Governance – Pre-Knowledge transfer governance, role scoping and fitment within the PSC, FTE requirements and peak load balancing. Management of cost and timelines so as to ensure timely and cost effective migration. Escalation point for all migration related issues.
- Project manages key work-stream initiatives. Drive cross location projects and provide senior management with program level MI. Mobilize location specific needs to WS level projects.
- Decision support and assistance through data mining, root cause analysis and sourcing of organizational competencies to resolve issues. Issue resolution (solutions) through engagement with Infrastructure areas, CTB etc as appropriate
- Operational Risk Management. Facilitation of the processes and governance used to manage operational risks
- Stakeholder engagement and management:
ü Onshore Stakeholders:
• Enables onshore clients to navigate through the service centre.
• Regional level client engagement and communication.
• Point of escalation from onshore to PSC and from PSC to onshore.
• Socialization of changes to governance policies (Billing/migration etc)
• Plan, coordinate, facilitate, host and track deliverables for client visits to PSC.
• Ensure improved and sustained connectivity and partnership between PSC and onshore and within the two PSC locations.
ü Internal Work-stream Stakeholders:
• Provide transparency around PSC operations, health of processes, and top issues impacting the franchise through client interactions
• Facilitate periodic calibration of quantitative metrics (KPIs) and solicit qualitative feedback.
• Represents WS in various governance forums. Collates WS feedback, ensures incorporation in governance policies and socializes final governance policies with WS.
• Facilitate/support WS to identify process improvement opportunities by providing a regional / WS level view.
• Engage CTB in the development/coordination of initiatives and influence prioritization
- Facilitate IT, data provider, GBS/front office SLAs to support production lines, develop governance reviews/packs
- Identify, build and materialize international mobility opportunities across finance locations.
- Track and review progress on Management Action Plan (MAP) on the group audit observations.
- WS POC for all other WS in PSC.
Business Manager Responsibilities
- Build, own and monitor WS budget for headcount, travel and other controllable costs.
- Own the WS headcount governance procedures.
- Source appropriate approvals for headcount build out.
- Analysis of bench and supervisory layer.
- Ensure that new migrations have embedded supervisory capacity.
- Headcount MI – QRM vs Actual Headcount, open positions, maintenance of WS org charts, demographic reports, tracking staff mobility, attrition analysis, reconciliation with HR Cube
- Build, own and track progress against recoverable and non-recoverable travel budget.
- Own the PSC billing for WS. Provides inputs of HC to be billed reconcile actual billing to actual HC and exercise overall control to ensure completeness of billing.
- Maintaining and providing feed for rechargeable to be billed to onshore.
- Developing action plans for recurring issues.
- Governance and control on additional work migrated.
- Publish and highlight risk areas around team resiliency status within WS (cross-training)including coverage on key-man / attrition risk.
- Drive action plans to mitigate service delivery, migrations, transition risks and enhance control environment.
Other Responsibilities
- Completion of BCM-BIA documents for new migrations and critical changes to existing operating model. Facilitate RTB teams during BCM scenarios.
- Motivate, mentor, guide and coach the team to raise / maintain performance levels to expected standards in the PSC
- Ensure free communication / approachability with team members to discuss ongoing issues provide updates on PSC initiatives changing expectations.
- Handle team conflicts, time management, discipline and general work ethic issues within the team
- Carry out profile fit and attrition risk assessments on periodic basis, facilitate internal job rotations.
- Provide guidance / troubleshooting advice to team members to resolve issues relating to process / product / market / business.
Primary Working Relationships
- Onshore FD/FMs
- Onshore Sourcing Management
- Workstream leads and other PSC workstream stakeholders
- COO Function
- HR
• Infra Finance
• FR Leads
Qualification Experience required
Qualification
• MBA with 7+years of experience in a large bank and having dealt with various clients
• Strong leadership skills with an eye to foresee issues, visualize possible alternatives and motivational driver.
• Strong excel and data mining skills
• Ability to deal with pressure and senior stakeholders.
• Effective communication skills both verbal and written with effective influencing and facilitation skills.
• Highly tuned Client service skills
• Ability to drive multiple projects with multiple stakeholders.
• Effective issue management and resolution skills.
Experience
• Must have experience of working in a shared services offshore centre.
• Should have project management experience
• Expert knowledge in Powerpoint, Excel with extensive data mining /modeling skills.
• Experience in identifying, managing and resolving issues / conflicts.
• Understanding of Investment banking month end closing process is an added advantage
• Experience in building, revising and implementing governance models.