Head Account Servicing

Job Description

Head Account Servicing - (2200018247)Job: OperationsPrimary Location: Africa & Middle East-Pakistan-KarachiSchedule: Full-timeEmployee Status: PermanentPosting Date: 22/Jul/2022, 5:15:48 PMUnposting Date: 05/Aug/2022, 10:59:00 PMRole Responsibilities The role holder is accountable for co-owning and delivering the end-to-end, best-in-class transacting and servicing client journey for Retail Banking clients. The role holder is expected to align the client journey objectives to RB?s strategic agenda and responsible for identifying and creating areas of competitive advantage in the transacting and servicing domain, including change management within the domain. The role holder should also support the RB COO, Servicing & Transacting in coordinating and resolving trade-offs between competing priorities by closely working with Group RB Journey Heads, Group COO Journey Heads, Country and Regional COOs, Retail Products and Segments, digital and distribution teams in the Group and Country teams, Functional partners including T&I, Risk, Compliance, HR, Finance, Legal, Audit etcKey responsibilities:

• Responsible and accountable for designing the end-state vision of the transacting and servicing client journey and setting the framework and organisational structure to deliver this experience. Embed digitisation principles in redesigning processes for straight-through-processing whenever possible.
• The role requires strong stakeholder management across Group, country, region, country business, T&I, frontline, Call Centre, Compliance, Finance and Risk to ensure alignment across organisation on target state architecture and to deliver the end-state vision. This includes prioritising initiatives and decisions related to the scope across different markets, product requirements while maintaining strict oversight over investment funding within the journey.
• Drive adoption of existing and future process and technology initiatives.
• Own end-to-end accountability of Operations team supporting the transaction and servicing element in Regions/ Countries for Retail Banking clients.
• In partnership with Regional COO, Servicing & Transacting and Business Heads to articulate a forward-looking view of emerging industry trends and regulations to develop a platform consistent with the Bank?s and business? strategic ambition.
• Redesign and embed Transacting and Servicing-related processes aligning to Clients? requirements while adhering to the Bank?s Operational Risk Framework (?ORF?) and develop control measures to ensure processes are functional.
• Deliver outcomes on standard metrics/scorecard for transacting and servicing, e.g., productivity, accuracy, service levels, losses / lapses, issues, and the Operational Risk Framework (?ORF?) related to transacting and servicing.
• Work with Regional/Cluster/country RB Operations heads to agree on regional and country priorities, and resolve issues around the operating model, systems and processes to ensure these are considered and prioritised into investment plans, remediation initiatives and any other process as appropriate.
• Responsible and accountable for wealth operations process design for retail clients.

• Continuously improve productivity and efficiency of operations and drive standardisation agenda for the business, maintaining rigorous cost and investment discipline across the business.
• Prioritise business operating issues including the capability to deliver new products with control and efficiency on platforms which are consistent with core architecture. Oversee the prioritisation, design and management of significant change initiatives in the transacting and servicing space.
• Accountable to drive a balance of alignment and automation, de-coupling especially minimizing dependencies that are blocking or slowing down client service through architectural changes in the transacting and servicing journey
• Use of data analysis and leverage on best-in-class market capabilities (e.g. predictive modelling, AI, digitisation, and other emerging technologies to deliver a best-in-class transacting and servicing experience
• Work closely with the regional and country COOs and Retail Banking business heads to deliver business and regional strategy while ensuring strong controls, processes, governance, and risk management.

• Work with the Retail Banking Management Team to maintain rigorous cost and investment discipline across the business. Ensure appropriate prioritisation of issues around risk, control, investment, people, projects, and change management.

• Where appropriate support the regional RB COOs in critical regional projects, including Merger & Acquisition activity and regulatory projects.
• Drive and embed agile ways or working in the operating rhythm of the Transacting & Servicing journey and rapid MVPs for speed to market and superior client delivery
• Overall responsible to roll out end-to-end client journeys by launching them in key RB markets. Evaluate systems, processes, tech platforms and functionalities in compliance with regulatory and internal policy requirements as well as related procedures
• Drive the 5 tenets of Operations in the organisation
• Drive ideation around country innovations and enhancements to digitisation and emerging technologies that give real time decisive client outcomes
• Where deployment of client journeys not applicable, enable roll out of specific country/ region based solutions and Rapid Experiments. The objective is to ensure alignment for maximum ROI and superior client experience

• Ensure there is a framework for effective management of operational risks in the transacting and servicing journey for Retail Banking clients and in compliance with applicable internal policies and external laws and regulations across our markets.

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