The Managing Director/Operations Executive role is the most senior leader for the function in the country and works in close coordination with US, India and Philippines leaders. The success of the role revolves around the leader's ability to drive operational impact in the various CCB operating units in Customer Service, Fraud and Customer Protection Services, Collections and Recovery, Regulatory Operations, Centralized Transactions Operations and other aligned groups.
 

Job Responsibilities:

Day to day operational delivery, planning for and creating enterprise-wide business value and leadership guidance to the 9,000-member organization.  Enable operating groups to deliver high quality performance. Leverage best practices from within and across Lines of Business to drive solutions and performance excellence.  Drive strategic efficiency and performance improvement strategies aligned to CCB enterprise program across operating groups at the location.  Build and lead the Line of Business capacity planning / real estate strategy.  Ensure easy and seamless operations migrations in and out of the country in partnership with the global Inter affiliate services groups. Lead LOB staff redeployment and optimization programs to ensure that we are best utilizing resources, skills and experiences.  Lead the resiliency agenda for the LOB in the country. Partner with the Resiliency program to ensure robust and tested recovery plans for the functional groups. Represent CCB Ops in the country SIMT and lead crisis management for the LOB.  Drive the talent management and retention strategy at the location. Build and implement robust people development, succession and mobility strategies.  Strengthen and sustain the operating culture at the location, ensuring alignment to the firm’s Culture and Conduct program and How We Do Business principles.  Provide oversight for all the CCB enabling and support teams. Stitch value driven colocation partnerships and strategies between the CCB operating and enabling groups like Training, Human Resources, Performance Consulting, Product Management, Controls and Capacity Planning teams.  Represent CCB Operations in the Philippines Corporate Center management committees, Governing Council and LOB Management forums in the GSC and enterprise. 

Core Skill-Set & Competencies 

Thinks and acts strategically - Uses astute judgment, makes fact-based decisions and integrates critical structures and processes into plans  Thought leadership - Excels in written and verbal communication, creates a compelling & inspiring vision  Drives results - Solution-oriented, deals with the facts, eliminates unnecessary bureaucracy; creates a nimble, efficient structure for managing and decision making  Manages performance - Executes disciplined, integrated performance management and compensation processes; maintains oversight of team’s activities Fosters a culture of open, honest and direct feedback  Hires, trains, develops and retains talent  Proactively takes responsibility for developing the organization, including leadership succession plans  Assesses and addresses needs related to staff capability and staffing levels based on the capacity model.  Holds self and managers accountable for differentiating performance in a uniform, objective way and rewarding based on merit  Demonstrates our values - Builds a cohesive, winning environment where teamwork and diverse viewpoints are encouraged & rewarded  Builds client / customer relationships across the firm to deliver innovative solutions  Drives a robust risk environment - Builds an organization that ensures key regulatory and risk issues are effectively identified, escalated, and remediated  Demonstrates leadership in improving the business control environment through reducing operational risk and proactively improving data and process controls  Upholds the reputation of the firm at all times; exemplifies the highest standard of integrity and holds his/her team to the same standard  Deals effectively with conflict and controversy; addresses roadblocks (individual or organizational) that impede effective teamwork 

Required Skills, Capabilities and Qualifications:

Overall 20 years of experience with at least 12-15 years in banking / financial services industry; current and practical knowledge of consumer banking operations  Ability to move product and process initiatives forward in a cross-functional and matrixed organization  A strong team player and an ability to work in teams distributed across the globe, including experience in different markets and locations  Vocal in challenging business as usual operating models and recommending innovative product / operational transformation and improvements  Ability to map proposed solutions against a diverse and complex technology and operations platform  Ability to work independently and professionally interact with key stakeholders at very senior levels  Ability to devise creative solutions in response to client requests and strategic product goals  Excellent analytical skills, with complementary communications and presentation skills  Should be creative and innovative; challenges status quo; generates strategic advice/product/client solutions  Have a track record of formulating innovative ideas and gaining buy-in from senior management in addition to a track record of execution/delivery/process improvement/leadership in a challenging environment  Experience with the build out and execution of a new team or procedures, ability to identify risks and issues and successfully navigate through to completion  Self-reliance and willingness to "own" problems and creatively find solutions 

Reporting lines 

Reports into the head of CCB Operations for the Corporate Center in India and the Philippines  Direct/indirect manager of CCB Operations – Philippines leaders for Fraud and Customer Protection Service, Customer Service, Collections and Recovery, Regulatory Operations, Centralized Transactions Operations, Product management, Vendor Operations and all other CCB operations groups except Home Lending