Service Delivery Leader, Senior Manager
UBS
Total years of experience :24 years, 11 Months
Heading the Securities Settlements for UBS account (Equity & Fixed Income products). Managing a team of 110 people, who predominantly manage settlement & post settlement related activities. Fails & break investigations, Regulatory process controls, Stock borrow-lending, International markets, etc. are few of the other processes managed under this umbrella.
• Global Operations (Backend) - 24/5 coverage.
• Responsible for Service Delivery, Operational Excellence, Mitigate Risk and Innovative targets.
• Integration of processes within India and Global operations, by identifying synergies across teams.
• Hiring, Employee engagement and attrition management.
• Timely review of Standard Operating Procedures, Key Risk Indicators, Work Drivers, Service Level Agreement & Change Governance.
• Drive PEX (Process Excellence), ensuring a contribution of 10-15% is achieved year on year, resulting in dollar savings in terms of resources.
• Constant review of settlements and fails process to ensure adherence to procedures and settlement standards.
• Special focus on aged Fails, large dollar value trades & Breaks to ensure a thorough investigations are carried out.
Reconciliation Control & Admin team forms a vital part of Reconciliations group. The group manages new client on boarding (a/c set-ups, client migrations, rule writing on TLM application, testing of feeds, testing system upgrades, etc.
Group also performs high level exception reporting to the senior management teams. Chaser Code level exception status on TLM application and liaising with various other departments to ensure the exceptions are investigated and resolved.
Cash Operations Telex Control Team is responsible for review and auditing of the global accounts managed out of Northern Trust, London. The back office team works closely with London Investment Manager Liason Group (IMLG) team to identify research and resolve the issues involving the global accounts on a daily basis. The team is also responsible for the non-trade related cash activities on a daily basis. Addition to this was booking of FX deals on Calleo application based on the SSI’s.
• Lead, Monitor and provide structured support to a group of 41 staff (Analysts, senior analysts and Team Leader) who provide cash management to the IMLG Reps, who in turn liaise with the Investment Managers.
• Provide input and support to budget management process, FTE Recruitment, leadership discussions within the practice.
• Risk management awareness and compliance programs and activities for the group.
• Drive a robust Knowledge Management model including maintenance of SOPs, process/policy change management, training of new joiners.
• Actively plan/support Business Continuity for the process. Create adequate back up for staff/functions in case of any contingency.
• Initiate and administer rewards and recognition programs for the team.
• Resolving any identified audit or regulatory issues within the agreed timeframe, ensuring thorough controls are in place.
Transaction Processing Team is responsible for reviewing and processing loan transactions for various JPMorgan Chase Commercial Bank clients.
Transaction information on these deals are electronically received via CLCS E-clips out of scope forms (Commercial Loan Customer Service) by the group in Bangalore. These requests are then processed via JPMorgan Chase ACBS system. Request received are related to credit arrangements, obligations, payments, reversals, advances, rollovers, fees, invoices, spreadsheets payoff letters, interest paid statements, maintenance of customer account etc.
• Spearheaded the transition of Commercial Loans process from Mumbai and set-up the function in Bangalore centre. Involved hiring, IT requirement reviews, training plans/progress, and a complete hand-over/take-over process.
• Manage local/global projects and conduct User Acceptance Testing for enhancements to current systems or migration to new system. Develop and maintain written procedures and User Acceptance Test Scripts.
• Managing a team responsible for operational service delivery of Middle Market processes which Included Documentation Preparation, Credit Services & Loan Setup & Funding.
• Steered the Bank of New York system conversion from AFS to ACBS systems, which was considered one of the most complex conversions.
Global Service Delivery in India is represented by HSBC Electronic Data Processing (India) Limited (HDPI). The first Group Service Centre was established in Hyderabad in 2000.
• Spearheaded the transition of Payments & Investigation process from Hyderabad and set-up the function in Bangalore Global Service Centre. Involved hiring, IT requirement reviews, training plans/progress, and a complete hand-over/take-over process.
• Associated with processes like, Inward/Outward Payments, Reconciliations & Investigations. (Recalls, Returns, Beneficiary Claims Non-Receipts).
• Managing a team responsible for process delivery in co-ordination with the onshore HSBC teams globally.
• Ensuring the teams deliver targets & quality work as defined in the SLA.
JOB PROFILE
Day-to-Day sales Of the Department.
Handling Customer Queries & their requests.
Handling departmental accounts, Merchandising, Stock Accounting Take.
In-House & Out-House Account settlement.
RESPONSIBILITIES & INITIATIVES
Headed a team of 4 People.
Assigning daily targets & work to each subordinate.
Estimation of Day-to-Day sale figure & report to my superior.
Additional responsibility to deal with CSD (Customer Service Desk).
ACHIEVEMENTS
Received appreciation letter from Simon Tata for achieving the highest sale in the month of Nov-1999, which was 140% of the target.
Received appreciation letter from Simon Tata for 99% quality in accounting & Merchandising.