Manager Operational Support

Our banking client in Bermuda is seeking a Manager Operational Support.

On behalf of our banking client, we are seeking an individual to fill the role of Manager Operations Support. The Manager Operational Support is responsible to support the Operations production & control teams to improve overall quality of their performance and service delivery and to seamlessly manage all necessary change within those teams in order to deliver sustained and continue business performance improvement. This role reports to the Chief Operation Officer.

Role and Responsibilities

Is accountable for the overall performance of the Operations production with a clear responsibility to enhance productivity and improve customer service and managing processes in a manner that will keep risk incidents and errors at a negligible level. In coordination with External clients and internal partners and other support units, the Manager Operations – Production Support will:

Operational Management

• Own E2E customer and operations production & control processes, ensuring that they are documented, maintained kept current and up to date.

• Continuous Improvement of all customer and operations production & control processes

• Train of all Operations production & control staff on any changes to processes and business

• Develop, maintain & report on Operations performance through service metrics, productivity measures and KPI’s

• Ensure that errors & defects are logged, reported, measured and perform root cause analysis to identify the causes and lead remediation initiatives to address the same

• Interact with the Client Relationship teams and other business & support teams within the bank to drive any impact to the Operations production & control areas due to changes that are being introduced in the respective business & support teams

• Lead and manage all change within Operations production & control units

• Key participant in the implementation of new changes & processes emanating out of the Core Banking platform and e-banking solutions and any associated interfaces

Leadership

• Provide effective management of direct report team and communicate effectively to ensure optimum performance and morale

• Lead motivate and support the team, to ensure the highest level of delivery of services to customers

• Implement development plans to ensure individuals have the right skills for the role: training, developing and implementing succession planning within the team to meet business needs

• Cultivate an environment that fosters teamwork, supports diversity and reflects the brand

Bank wide responsibilities

• Participate & lead in the implementation of bank wide change initiatives & projects such as new systems in the Banking Operations and Support Services department for both the traditional and the E-Banking platform of the Bank, GL systems, Reconciliation systems, New products and services, etc.

Person Specification

• Degree from a recognized university preferred

• A minimum of 5 years in a similar role within a Banking envrionment

• CIB certificate(s) specifically related to job type required

• 7 to 12 years’ experience within the specific/related department/industry or at another bank or relevant education

• Must be proficient in the following software applications: Microsoft Word, Excel, PowerPoint, and other relevant applications

• Must have interactive experience/exposure on the Internet