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Client Services Operations Manager
2 months ago
Are you a finance expert eager to make a substantial impact at a prominent investment firm? Join CodeVerse as a Client Services Operations Manager. Lead a vibrant team, drive operational excellence, and influence the future of financial services. All candidates must possess Banking and Regulatory Domain Experience.
Key Responsibilities:
- Business & Customer Management:
- Oversee and manage Service Level Agreements (SLAs) and performance metrics as agreed with clients.
- Conduct monthly and quarterly governance discussions, reporting process performance metrics to clients.
- Certify business controls to ensure successful audits.
- Maintain regular communication with clients to address operational challenges, deliver Critical to Quality (CTQ) metrics, and foster strong relationships.
- Manage client relationships through consistent and proactive communication.
- Participate in client calls and meetings, proactively identifying issues and preventing surprises.
- Resolve escalations and issues raised by clients promptly.
- Prepare and report process performance metrics to stakeholders.
- Analyze client feedback and implement enhancements to boost client satisfaction.
- Process & Team Management:
- Effectively plan for process delivery, personnel management, and client engagement.
- Identify and optimize key cost drivers.
- Innovate and enhance service delivery to meet and exceed client expectations.
- Implement industry best practices and recommend tailored solutions for procurement.
- Drive the team to achieve productivity and quality targets within established guidelines.
- Ensure Key Procedural Controls (KPCs) are in place and functioning.
- Review audit findings and take corrective action.
- Identify and drive productivity improvements, automation, and value-added services for clients.
- Explore and implement robotics in processes, contributing to Change the Bank (CTB) initiatives.
- Design capacity planning and scoping strategies.
Essential Skills:
- Third-Party Risk Management (TPRM):
- Extensive experience in TPRM with a solid understanding of risks and processes in onboarding third parties.
- Knowledge of relevant PRA and EBA regulations and factors in managing vendors and contractors.
- Familiarity with KY3P or similar third-party risk management applications.
- Proficiency in outsourcing agreements, legal checklists, and regulatory compliance.
- Ability to identify and manage potential risks in third-party onboarding according to the firm's risk policies.
- Procurement & Risk Management:
- Previous experience in procurement is advantageous.
- Interact effectively with internal and external auditors to explain process flows, controls, and provide necessary documentation.
- Benchmark client Procure to Pay (P2P) metrics against best-in-class standards and recommend improvements.
- Regulatory Reporting:
- Interpret ongoing regulatory changes and assess their implications on reporting requirements.
What We Offer:
- Competitive salary and comprehensive benefits package.
- Opportunity to work with a world-class team and leading investment firm.
- Professional development and career advancement opportunities.
- A dynamic and inclusive work environment that values your contributions.
Join us and help shape the future of financial services.
