Head of Operations

About the job

You will be responsible for overseeing the Operations teams and ensuring efficiency in the execution of all operational processes.

You will monitor regulatory compliance in the operations processes whilst meeting or exceeding high customer service standards. You will set the strategic direction and operating model for the Operations function and will continuously seek to improve operations performance by making process improvements aligned to industry trends. You will ensure effective governance and that risk management procedures are adhered to.

You will establish, lead and manage teams responsible for back office operations support across multiple institutional products. You will ensure team achievement of business standards, growth ambitions and performance measures and oversee training and development strategies for the operations teams. You will oversee the allocation and management of resources amongst the various teams to facilitate efficiency and effectiveness of the function, and will coordinate with human resource (HR) department on staff recruitment and retention for operations teams.

You will provide mentoring to all employees and encourage continuous professional development and evaluate emerging industry trends, developments and best practices against organisation’s strategic priorities, products and services to assess implications on business strategies and operating models. You will design the appropriate operations strategies and operating models, taking into consideration the emerging industry trends, overall business strategy and plan for longer term transformation.

You will approve newly established or suggested changes in policies and operations control procedures, taking into consideration regulatory and business implications, and develop plans for the continuous improvement that minimise or adequately address operational risks. You will maintain and build strong relationships with financial institutions, business partners and stakeholders and will communicate and liaise with regulators to ensure all operational procedures are in compliance with industry and the regulatory rules.

You will review the team progress reports and issue escalation management to evaluate team performance. You will ensure operational support services delivered to policyholders, internal employees and key stakeholders are cost-effective and efficient. You will promote communication between colleagues to maintain a positive work environment for the benefit of information flow and problem resolution.

You will engage with regulatory and governing bodies, external parties, boards and any other key external stakeholders to keep abreast with local and global regulatory or industry trends and requirements. You will translate the long-term objectives for the Department function into tactical plans and generate the relevant reports for management’s review.

You will manage team resources to ensure adequate staffing and capability levels and set individual objectives, periodically reviewing and assessing performance of direct reports. You will provide coaching and advice to junior team members and assess feasibility of proposals to improve internal workflows. You will also manage internal stakeholders beyond the team and external stakeholders to achieve shared goals.

 

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