ROLE & RESPONSIBILITIES:

Business/Department Objectives:

Create a Center that is source of talent and delivery excellence. To be the best in class Consumer Operations Center through ownership and accountability.

Core Responsibilities:
• Lead a team of 100 staff with 6-8 unit managers / meet business objectives by developing talent / Direct all activities in the department
• Work with seniors / stakeholders to solve and design new processes
• Consistently reach aggressive business-defined performance indicators with urgency and commitment
• Ensure a Pristine Control Environment - All operational risks to be assessed and mitigated. Control / audit issues to be actively managed to resolution
• Strong understanding of applicable regulations and compliance with same
• Employee initiatives – VOE, address people issues, effective on boarding and training. Set clear goals and expectations for the team members
• Effective Communication for both internal and external stakeholders providing regular updates on the Operations; develop strong working relationship between the various teams
• Follow effective escalation procedures to raise potential reputational risks and franchise issues, maintain a robust COB plan