北京招聘

Head of Operations is responsible for the management of all banking back office operations migrated to Hub and to be part of the Leadership Team in establishing and delivering strategic business objectives to support quality delivery of services to customers (Spoke countries) according to SLA, as well as the on-going growth of the Hub.
This role includes providing a high level leadership, coaching and support to all operational Team Managers and Team Leaders to achieve agreed individual and business Key Results Areas covering the various operational functions.

? 15+ years experience in banking operation management covering both retail and corporate businesses
? Demonstrated experience in managing a high volume customer service and complex operational area.
? Past experience of leading multi functions operation teams with total size of 200+
? Past management experience on operations from multiple geographical locations
? Strong leadership and a high level of ability to motivate staff to achieve personal and business objectives.
? Good understanding of banking regulatory requirements in China is essential
? Demonstrated ability to establish & achieve business results in a fast changing business environment.
? Ability to prioritise work & manage workflows/processing tasks especially during times of pressure
? Demonstrated understanding of the need to mitigate business operational risks in line with established risk management and compliance frameworks.
? Strong analytical and effective problem solving skills.
? Ability to influence and build rapport with others.
? Sound knowledge of the Financial Services and Regulatory Compliance
? Strong commitment to accuracy, audit & risk requirements
? Superior commitment to customer service
? Fluent in multi language (Chinese and English) and well developed verbal and written communication skills
? Sound networking, negotiation and influencing skills
? Maintains positive attitude & embraces change in policy or procedure
? Open & honest attitude aligned to the Values

PRODUCTIVITY
? Manage all functions performed by the teams to achieve optimal business performance in line with established business objectives.
? These activities are monitored via results in the areas of continuous improvements in productivity, budget ($) and volumes
? Management of:
? Daily Work Queue Management & FTE Resource allocation
? Redistribute resources where necessary
? Operational Compliance structure adhering to People Capital processes and procedures
COST MANAGEMENT
? Prepare and manage overall operating budget to plan
? Cost per transaction processed per FTE
? Management of FTE costs including overtime.
? Plan, develop and implement cost effective workflow strategies and solutions in line with budget allocations.

RELATIONSHIP MANAGEMENT
? Establish & maintain effective working networks & relationships with all stakeholders including frontline segments supported by Hub Operations, line operational areas across

, process owners, and project managers.
? Develop and implement strategic business strategy and operational objectives in consultation with key business stakeholders.
? Consult with key business stakeholders as necessary to design effective business solutions In order to achieve overall business strategy & increase competitiveness.
? Persuading/influencing others and gaining commitment to achieve positive outcomes.
? Prepare and deliver presentations as required by the business to gain internal business stakeholder support.
CUSTOMER SATISFACTION
? Display a thorough understanding of the business and future team direction to assist in meeting customer needs & expectations.
? Target Service Level Agreements are consistently met by Operations
? Customer advocate. Manage complaint resolution process for Operations.
? Driver of customer satisfaction initiatives.
? Develop and implement technical strategies & business cases promoting medium and long-term solutions to meet business and customer needs and expectations.
? Develop, implement and manage Half Yearly surveys for all Operations teams.
OPERATIONAL QUALITY
? Evaluate, develop & implement strategies to monitor effectiveness of processes.
? Resolves any complex or escalated matters in a timely manner.
? Timely resolution of any Audit Outcomes

PROCESS MANAGEMENT & CONTINUOUS IMPROVEMENT
? Adherence to end-to-end process management and maintenance of process mapping by the team.
? Manage process quality through reduction in reworks and resubmits, error management. Develop and implement new initiatives to reduce waste & reworks
? Proactively work with related operational and frontline teams and stakeholders to ensure all processes are consistent with customer requirements & contribute to overall process efficiency.
? Act as a key reference point for all initiatives with an impact on the broader operations

RISK MANAGEMENT
Ongoing management on behalf of the team of:
? Identify, manage & resolve risks, update Risk Register for the team.
? Is a key team reference for all BCP planning and activities. Assist in alternate positions when other BCP team members are absent.
? Manage Operating Risk Framework
? No surprises

COMPLIANCE
? Contribute to, and foster the development of a compliance culture across the team. Ensure that is consistently seen as a good corporate citizen with respect to its overall regulatory compliance obligations. Ensure compliance with all bank policies and legislation.
? Ensure all Operations staff and self RAF & Core Compliance adherence is maintained at 100%.
? Ensure all Operations staff records are maintained at 100%.
? Work with the relevant business units and functions to increase team knowledge and understanding of their environment, products, structure and compliance issues/needs.
? Overall responsibility for AML / sanction control of the team.

PLANNING AND IMPLEMENTATION
? Proactively manage MIS data to ensure that operations needs are met & any potential losses relating to business operations are managed. Make recommendations to improve MIS data requirements in accordance with trends identified.
? Approve & facilitate implementation of revised policies & procedures to create a culture of innovation/continuous business improvement.
? Responsible for developing and implementing strategies monitor effectiveness of processes.

安德诺晟企业管理有限公司是一家专注于人力资源招聘解决方案的企业。主要服务于中高端人才推荐以及为客户提供人力资源整体解决方案。

主要业务遍及成都，上海，北京，广州，西南，长三角，京津，珠三角等区域。公司凭借专业猎头顾问，丰富行业优势，专业人才数据库，先进的服务理念和务实得管理概念，为客户提供“高效，专业，准确的个性化服务”，并成功为客户寻访众多精英人才。专注于快速消费品，零售奢侈品，房产，制造业，工控机械, 金融，IT等行业的专业人才服务，所招聘主要涉及销售市场，运营管理，财务，人力资源，供应链等部门管理和专业人才。

我们重视同AND公司建立长期战略合作关系的客户，秉承客户优先的理念。我们期待与客户在不同区域展开全面合作，并为客户定制全方位招聘整体解决方案。

目前安德客户80%来自全球知名企业，20%来自中国企业。

我们的专职顾问和专家成员，具有有多年的猎头从业经验，来自跨国企业以及国内企业精英，有着长期专业实践经验，丰富的经历和广泛的当地人脉，借助公司的网络系统能更多为客户提供高效，专业，准确的人才搜索服务。