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Operational Oversight Administrator

Leeds, UK
Closing date
28 Jan 2021

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Job Details


As Operational Oversight Administrator you will work as part of a team providing oversight and support to the operational team in Mumbai. The purpose of the role is to support the offshore teams in ensuring they have the appropriate workflow management, controls, processes and procedures in place to operate an efficient and compliant operation and that this is managed on a daily basis.

Execute exception processing and ancillary tasks to the standard required.

Key Accountabilities and Main Responsibilities
  • Action escalation queries and facilitate accurate and timely responses
  • Contribute to driving forward processing standards, particularly focusing on root cause review and break elimination
  • Monitor operational client SLAs and KPIs for all in-scope processes
  • Ensure that all offshore activity has appropriate administrative documentation in place via SLA's, internal KPI's and a monthly governance program
  • Develop and maintain relationships with key internal stakeholders including other business lines and corporate functions and external stakeholders such as clients, industry bodies and regulators
  • Support all offshoring initiatives and any other projects including process improvements, robotics & automation opportunities
  • Effectively respond to inbound contact from customers and their representatives in line with service levels and at first point of contact
  • Ensure procedures and processes have effective controls and that documentation is kept up to date and relevant
  • Adhere to risk, compliance and audit requirements
  • Build relationships across the business and proactively act as a conduit between the operation and support areas - e.g. compliance, training, risk, oversight, audit, continuous improvement, Operational Efficiency (Enlighten)

Experience & Personal Attributes
  • IOC or equivalent (this role will be captured under the T&C regime)
  • Understanding of CM products and procedures
  • Be able to instigate, track and respond to change
  • Ability to manage deadlines and work at pace in a continually evolving world
  • Be proficient in using Microsoft applications and in particular be able to set up controls and attestations in this manner
  • Good influencing and interpersonal skills
  • Identify issues and provide suitable escalation when required
  • Effective decision making and prioritisation skills
  • Displaying a culture of individual ownership of tasks to embed a clear individual sense of accountability in performing the role
  • Previous experience of Enlighten & Pega (or similar)
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