Job TitleAgency Operations Lead

Job Description

Position Title:    Agency Operations Lead

The Global Service Centre for Corporate Banking Services (CBS) with offices in Dublin and Utrecht, located within the COO Domain, is a department responsible for the provision of Back Office loan and agency administration services to Front Office business lines across multiple regions. It operates within a highly regulated, high value, high risk international business environment with an extremely low error tolerance, and high reputational and systemic responsibilities.  The market in which it operates is international and dynamic with suppliers, staff and counterparties operating in different global time zones and cultures.

The Agency Operations Lead for Corporate Banking Services (CBS) is a member of the Agency Operations Leadership Team. The role is to provide daily oversight and management of the Agency Operations teams which performs back office processing and servicing for Asia and North America (and other branches as the servicing scope grows) ensuring that excellent client service is delivered and that all agreed targets are met or exceeded.

All candidates must have the Right to Work in Ireland by either having a valid EU work permit or holder of Stamp 4 or Stamp 1G Visa

Main / Core Tasks:

Core Tasks:

Independently process complex Agency loan requestsPerform an Agency Operations specialist advisory role and act as a super userEnsure operational processes are followed and challenge existing ways of workingManage team members from a task perspective as assignedFollow adherence to SLA process timelines to achieve the daily and hourly deadlines for assigned tasksAuthorise all product transactions after checking the underlying transaction evidenceEscalate effectively to deal with bottlenecks, knowledge gaps or barriersCheck the correctness, completeness and reliability of documents according to the procedure, work instruction and policiesSafeguard the Target Operating Model (TOM) by providing objective challenge to deviationsAct as a stakeholder in any strategic projects for the Agency Operations team and provide practical and technical expertise

Team Management and Development

Co-ordinate the group / teamwork duties ensuring sufficient coverage to support the business needsCo-ordinate daily stand ups, team meetings and reportingDirectly manage a group of team members ensuring open dialogue and provide feedback as part of regular GROW discussions Act as a coach to team members; sharing (market) best practices with team membersSupport the Training & Development strategy by facilitating the development of team members in conjunction with the Operations Training & Development specialistsSupport team members’ well-being and promote an appropriate work / life balance

Service Delivery and Continuous Improvement

Foster strong partnerships with our customers and across other Agency Operations teams, supporting the delivery of quality services in lines within agreed service levelsFoster an excellent working relationship with key stakeholders by being able to translate issues into solutionsLiaise with the Service Relationship Manager to identify bottlenecks and implement improvements with regard to policy, processes, procedures and / or productsTake a strong focus on the adherence to process measures to assure the timelines, accuracy and completeness of processing activitiesLead by example by using standard problem solving and improvement approaches where potential improvement areas are identifiedQuestion, analyse and improve output, leading to measurable improvements in quality and serviceLiaise with Product Owners to analyse and implement process enhancements or any change, leading to reduced cost and greater efficiency

Being ‘In Control’

Manage the resolution of cash breaks or overdue itemsHave good risk awareness and understand any process risks, and the importance of highlighting control gapsEnsure compliance across the team with risk standards and ensure related processes and policies are adhered toProvide suggestions to enhance the risk environment and help others learn from process errorsSupport business continuity planningEnsure all mandatory training courses or Compliance requirements are completed by the team before the due date