Operations Supervisor

Job Summary
Supervisor - Operations serves as the key expert in the respective business areas providing deep functional knowledge. This role is responsible for reviewing, analyzing and improving critical workflows such as account opening, transaction processing, reconciliations, and card servicing. The SME drives operational readiness for new product launches, system implementations and regulatory changes, while leading process automation and digital transformation initiatives to enhance efficiency and accuracy. They also develop and maintain comprehensive Standard Operating Procedures (SOPs), process maps, and operational guidelines aligned with industry best practices.

Essential Job Functions

• Compliance and process - Ensures strict adherence to regulations is a fundamental responsibility.
• Partners closely with risk and compliance teams to support audits.
• Maintain current knowledge of regulatory requirements and company policies to ensure all back-office activities comply with procedural and operational standards. - (30%)
• Conducts root cause analysis to identify operational errors or SLA breaches, with corrective and preventive actions implemented promptly.
• Additionally, the SME oversees service level agreements to uphold compliance and operational integrity. - (10%)
• Performance - Consistently meets key performance metrics such as turnaround time (TAT), accuracy, error rates, Net Promoter Score (NPS) and First Time Right (FTR) rates.
• Effectively manages multiple priorities and complex projects while driving change through critical initiatives that improve processes and operational outcomes. - (30%)
• Utilizing strong analytical skills, the SME interprets operational data to make informed decisions and recommendations.
• They also develop training programs and mentor junior staff to build operational acumen and enhance overall team performance. - (10%)
• Business Relationships - Effective communication and collaboration with internal and external stakeholders are central to this role.
• The SME works closely with teams across Risk, Compliance, IT, Finance and Customer Service to ensure alignment and resolve operational challenges. - (10%)
• Demonstrates ownership by driving time-bound outcomes and applying critical thinking to analyze business problems and recommend solutions.
• Through stakeholder engagement, the SME builds consensus on best practices and operational improvements, supporting a customer-centric approach and fostering a culture of continuous improvement. - (10%)

Minimum Qualifications

• Bachelors Degree in Business, Arts, Commerce, Humanities or equivalent
• 4-5 years of Work Experience
• Experience in Back Office and/or Process Outsourcing

Preferred Skills

• 5 years of Work Experience
• Knowledge on Reports and Trends
• Must be flexible with a Rotational Schedule
• Currently in a Team Lead role.