Lead the 35+ staff in Cash & Payment Operations to achieve quality and efficiency targets, delivers on agreed Payment processing SLAs and ensure client satisfaction by effective support to respective Business Partners
This incumbent will also be responsible for planning and managing optimum capacity for the unit, managing operational escalations & disputes, good reasoning, decision making, risk identification and mitigation ,leading process re-engineering/automation initiatives to maximise efficiency gains, collaborating with support functions and ensuring engagement and development of the people
EXPECTED END RESULTS MAJOR ACTIVITIES/RESPONSIBILITIES
Manage sub-unit cost through effective capacity planning and utilization
Deliver 10% FTE efficiency gains based on YEAR 2010 headcount numbers through LEAN and other process improvement initiatives
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
Engage in creating an effective load balancing capability across locations by proper planning, training, implementing & tracking performance.
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 SLA and accuracy
Ensure maintenance of processing accuracy at 99.99% 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 SLA of 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 Team Leader 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 Service Quality Feedback request to the 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 ETPs and follow up with Stakeholders / Support teams to eradicate manual controls
Check the teams knowledge levels on all the policies and changes to the same.
Ensure Team Leaders 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
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.(YFB,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
Foster a performance culture Ensure performance management discussion for all staff during the mid and year-end processes are completed before the deadline.
Manage under performers 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 and skip-level catch-ups, where applicable
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