Manager -Operations Integration is responsible for leading the Operations integration workstream to ensure the effective transition of RBL operational activities into the Group Operations operating model. The role manages the end-to-end integration of back-office processes, servicing activities, fulfilment, reconciliations, settlements, exception handling, workflow queues, controls, reporting routines, and shared service activities, ensuring operational readiness, service continuity, process harmonization, risk mitigation, and post-migration stabilization. The role also coordinates with RBL Operations, ENBD Operations, Technology, Risk, Compliance, Products, and other stakeholders to resolve dependencies, govern migration execution, track integration milestones, and embed sustainable BAU operating practices across the integrated operations environment.
Key Responsibilities:
- Develop, maintain, and govern the Operations integration plan covering scope, milestones, migration waves, readiness criteria, cutover approach, risks, dependencies, and decision points.
- Translate the overall enterprise integration strategy into an actionable Operations plan aligned to the Group Operations target operating model.
- Coordinate current-state and target-state assessments across servicing, fulfilment, reconciliations, settlements, disputes, complaints, exception handling, workflow queues, and support operations.
- Define future-state roles, responsibilities, SLAs, handoffs, control checkpoints, reporting routines, and governance cadence for integrated Operations.
- Provide management reporting and recommendations on integration sequencing, readiness, service continuity, productivity, capacity, and operational risk mitigation.
- Map end-to-end operational journeys, handoffs, queue ownership, maker-checker controls, reconciliation points, settlement routines, exception flows, and service escalation paths across RBL and ENBD.
- Harmonise SOPs, SLAs, approval matrices, operational controls, service standards, and reporting routines for activities moving into the integrated Operations model.
- Identify operational duplication, control gaps, manual touchpoints, process inefficiencies, and service risks, and define remediation actions with accountable owners.
- Coordinate with Technology, Risk, Compliance, Product, Customer Service, and Operations teams to ensure operational dependencies are resolved before migration.
- Maintain process migration playbooks, cutover checklists, runbooks, knowledge transfer plans, and post-migration stabilization routines.
- Monitor TAT, SLA adherence, error rates, service incidents, backlog ageing, customer impact, and control effectiveness throughout transition and stabilization.
- Plan and manage the migration of operational activities, back-office processes, shared services, servicing support, fulfilment, reconciliations, settlements, disputes, complaints, and exception handling into the target Operations model.
- Define migration waves, readiness gates, cutover activities, training requirements, knowledge transfer plans, resource assumptions, and stabilization success criteria.
- Track transition of people, processes, data, documentation, controls, queues, reporting, system access, and service routines to ensure BAU readiness.
- Coordinate operational cutover and hypercare activities, ensuring issues are logged, prioritized, resolved, and escalated through agreed governance forums.
- Monitor post-migration productivity, SLA performance, service quality, exception volumes, backlog, incidents, customer impact, and control adherence.
- Drive stabilization actions, root-cause resolution, process fixes, workforce alignment, automation opportunities, and operating discipline after migration.
- Establish and run Operations integration governance routines, workstream reviews, readiness forums, control checkpoints, and issue-escalation mechanisms.
- Manage day-to-day alignment across RBL Operations, ENBD Operations, Technology, Risk, Compliance, Finance, Products, Customer Service, Contact Centre, and service partners.
- Maintain RAID logs, migration trackers, decision logs, action registers, dependency trackers, readiness dashboards, and executive status packs.
- Prepare concise executive updates covering milestone progress, migration readiness, service impact, control status, key risks, unresolved issues, and required decisions.
- Facilitate working groups and management forums to resolve cross-functional dependencies, delivery blockers, policy exceptions, resource constraints, and cutover risks.
- Ensure integration governance discipline, evidence-based reporting, timely escalation, and closure of agreed actions within target timelines.
- Assess operational readiness across process design, SOPs, staffing, training, system access, data, reporting, controls, service continuity, and escalation arrangements.
- Convert operational gap findings into remediation plans, process improvements, automation requirements, workflow enhancements, and control strengthenings.
- Identify and support opportunities to improve STP, queue management, exception reduction, reconciliation controls, dashboarding, productivity reporting, and customer-impact monitoring.
- Coordinate with Technology and Operations teams to validate system readiness, user access, workflow configuration, reporting requirements, and operational application dependencies.
- Track readiness gaps, service risks, open defects, unresolved dependencies, capacity concerns, and potential cutover failures through to closure.
- Embed continuous improvement routines after migration to improve service quality, productivity, risk control, and operating discipline.
- Identify operational, service, reconciliation, settlement, access, data, regulatory, technology, and control risks arising from integration and migration activities.
- Maintain the Operations integration risk register, issue log, control remediation tracker, audit action tracker, and compliance dependency register.
- Ensure migrated processes comply with applicable banking regulations, internal policies, maker-checker requirements, operational procedures, governance standards, and evidence requirements.
- Coordinate with Operations Risk, Compliance, Audit, Legal, Technology, and process owners to validate control readiness and close outstanding dependencies.
- Monitor implementation of operational controls, access controls, exception monitoring, reconciliation checks, audit observations, and regulatory remediation actions during and after migration.
- Escalate unresolved control, compliance, service, or regulatory risks that may impact operational readiness, customer outcomes, or integration timelines.
Key Qualifications:
8+ years of experience with 3+ years in Banking or Financial Services Operations, back-office process management, service delivery, process migration, operational risk, or shared services, and 1+ years leading large transformation or integration programs.
Merger and acquisition integration.
Consultancy Background (Preferred)
Banking operations, back-office processing, shared services, process re-engineering, TOM design, operational controls, reconciliations, settlements, fulfilment, servicing, complaints, workflow automation, STP, RAID management, data analysis, Power BI, Excel, Jira, and MS Office.
Strong analytical and numerical skills, operating model design, process mapping, SOP development, service performance management, executive reporting, stakeholder management, issue resolution, and operational governance.
Banking operations, back-office processing, shared services, process re-engineering, TOM design, operational controls, reconciliations, settlements, fulfilment, servicing, complaints, workflow automation, STP, RAID management, data analysis, Power BI, Excel, Jira, and MS Office.
Strong analytical and numerical skills, operating model design, process mapping, SOP development, service performance management, executive reporting, stakeholder management, issue resolution, and operational governance.
Banking operations, back-office processing, shared services, process re-engineering, TOM design, operational controls, reconciliations, settlements, fulfilment, servicing, complaints, workflow automation, STP, RAID management, data analysis, Power BI, Excel, Jira, and MS Office.
Strong analytical and numerical skills, operating model design, process mapping, SOP development, service performance management, executive reporting, stakeholder management, issue resolution, and operational governance
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