Operations Manager

Management Level F Operations Manager Department: Operations                                                      Reports to: Senior Operations Manager Role As a Operations Manager you would be leading team of team Leaders, utilising available resource across operations, meeting planned performance and agreed service standards within budget and ensuring customers are provided with a high quality cost efficient service. Business Function EQ India Operations team work closely with the EQ Group functions across UK and US to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore. Core Duties and Responsibilities Delivering services to the highest possible standard, addressing any risk issues to minimise operational losses Ensure that staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business, actively coaching and developing all direct reports Demonstrates the ability to successfully lead and scale large customer care operations Understand customer needs and expectations Drive customer satisfaction (CSAT/NPS) Handle escalations effectively Promote a customer-first culture Monitor the team to ensure that all regulations including security measures are maintained. Identify, review and where appropriate implement improvements to processes in order to contribute to business efficiency goals When required support, plan, communicate and implement both central and locally driven changes ensuring such changes are implemented with the minimum of disruption to services Use the CAPA process to ensure that all adverse trends in problem occurrence and / or workflow are fully investigated and action taken to minimise the risk of re-occurrence Identify, plan, delegate and where appropriate manage projects ensuring these are delivered on time, within budget to specification Ensure that the operation unit works to support all area of our quality policy Ensure the operation remains compliant with all best practice standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect Equiniti’s business at all times Always to undertake the duties of this role in accordance with the requirements of Equiniti’s Regulators including the FCA’s Principles for Business. Develop and maintain relationship across Equiniti that support the delivery of business KPI’s   Competencies and Experience The candidate should demonstrate the following experience, skills and behaviours: Objectively assess the performance of others in accordance with the process, assessing capabilities and potential Give constructive feedback in order to…