Site Lead – Credit Services

Your responsibilities

• As Vice President (VPO), you are overall responsible for the performances of the processes under your purview. You are required to be the driving force to ensure that the service levels are maintained at its optimum level.

• Service delivery for US and Canada in line with the agreed strategy of CS and CMU for Wholesale Operations.

• Manage operational risks across service deliveries and implementation of effective controls.

• Build relationship with an approach to improve on existing services provided and attracting new work to the GSC – the focus of the role.

• Drive change and lead transformation initiatives to deliver sustainable saves as per agreed target.

• Validate and monitor the relevance and effectiveness of training plans for operations teams and establish their alignment with business goals and budgets.

• Establish effective framework for implementing Operational Risk Management across teams and the center. Prepare plans to mitigate Operational Risk in line with company policy.

• Proactively identify problem situations and resolve to give maximum customer satisfaction.

• Establish and maintain effective high-level relationship with customer business areas and identify areas of service improvements.

• Motivate and develop team members across sections including specific attention to individual development or action plans as required to achieve business objectives and manage future growth of GSC’s.

• Provide strategic direction to Managers to improve delivery on agreed service level agreements.

• Review performance management scheme and ensure it is appropriate and implemented accurately and consistently across sections.

• Regularly and effectively communicate Groups initiative, policies and other activities to the teams.

• Ensure agreed migrations / re-migrations are effectively implemented in liaison with the Project managers and business managers.

Our requirements

What we offer

Your career opportunity

The role of Site Lead will consist of managing the operational activities/challenges of allocated processes and changing environment of the GSC’s, while ensuring resources match workloads to provide cost effective processing to deliver an efficient, high quality service within Service Level Agreements. You will also ensure that areas of operational risks are identified, monitored and managed effectively to enable business continuity.