As the Head of Corporate Action Wealth Solution Operations, you will lead a team of 55 professionals to deliver corporate action support for the global wealth business, including Wealth Retail and Private Banking. You will spearhead digital initiatives and provide strategic advisory to optimize the Corporate Action process.
• Responsible for Wealth & Retail Banking corporate actions operations, supporting business needs, growth and to improve the overall operating efficiency. Also responsible for executing projects involving or driven by the organization.
• Responsible for setting the global standard and partnering with Heads of the respective country WM COO Operations teams & hubs to execute on the operating standard.
• Lead and develop a team, providing guidance, training and coaching. Able to lead teams across different geographical locations.
• Driving harmonization of processes within the hubs by taking advantage of a panoramic view of varied country processes.
• Partner with the hub teams to ensure that corporate action operations strategy defined in-country is executed in the hubs and caters for client outcomes.
• Risk control and governance: Ensuring oversight and driving improvement in the control and resilience agenda. This includes developing a forward-looking end to end view across Wealth Management on the operating environment and proactively identifying and escalating issues and sharing themes/ lessons learnt.
• Leverage, experiment and use innovative technology solutions such as generative AI to deliver best in class services to the business.
• Act as an escalation point for exceptions, prompt closure of customer complaints, errors, breaches, and technology incidents that may trigger regulator and senior management attention.
• Ensure high-quality service delivery to clients, responding to inquiries and resolving issues promptly.
• Anticipate issues that may adversely affect Operations and propose possible solutions.
• Stay up-to-date with industry regulations and standards, ensuring compliance and implementing changes as needed.
• Liaise with internal and external stakeholders.
• Develop and maintain reports and analytics to track corporate actions performance and identify areas for improvement.
Strategy
• Deepen end to end digital capabilities from multi touch to single touch to zero touch processing.
• Identify and implement improvements in existing End to End processes.
• Manage costs within budgets/forecasts and deliver against budget targets for cost saves.
• Monitor cost trends/ unit cost and identify opportunities for reducing the same through automation and other initiatives.
• Enable and encourage continuous improvement initiatives for delivering end to end superior client experience and value proposition for both client and bank.
• Client obsession and identify strategic opportunities for transformation of service standards.
• Support and lead change initiatives and provide feedback for change proposals.
• Set strategic goals and guide teams to achieving results.
Business
• Maintain close working relationship with Wealth Product and business stakeholders and their respective teams, to ensure that product segment strategy and revenue aspirations are clearly understood and supported.
Processes
• Ensure that processing operations for the WRB business across the Retail Wealth and globally for Private Bank achieves a high level of accuracy, integrity, and completeness, Ensure quality and timeliness of Service Delivery – TAT and accuracy in the delivery of wealth products.
• Close oversight of GBS operations related to respective product portfolio and/or segment and ensure that key service level metric is met – both internal and with clients
• Partner respective businesses in developing product roadmap, work closely with group Wealth Management Operations teams to operationalize and ensure that the underlying processes are fit for purpose.
People & Talent
• Identifying and grooming the talent pipeline.
• Ensuring talent on boarding and retention with succession plan in place for key roles and maintaining healthy bench-strength and leadership pipeline and attrition management.
• Ensuring framework for objective performance assessment of all team members.
• Ensuring right skilling among team members and training for specific roles.
• Enabling a conducive environment for people including effective engagement.
Risk Management
• Proactive identification, preventive control, and mitigation of key process/ operational risks.
• Strong detective controls and continuous learning and fixing from risks incidents.
• Drive risk management initiatives across the unit resulting in minimal or zero breaches and zero regulatory breaches.
• Ensuring timely reporting of risk items as per the Group Risk Management Framework.
• Ensuring adherence to all Group Policies and Procedures and adequate training to staff to always ensure compliance.
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
