PURPOSE OF THE ROLE The role holder is primarily responsible for team management, escalation management, meeting function deliverables, meeting and exceeding agreed SLAs, Vendor Management, Review of reports & registers, etc in line with internal and external guidelines.

KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job assigned by the superior authorities from time to time. This section in not intended to be an exhaustive listing of all activities done by the role holder. It should capture only the key responsibilities of the role.

Responsibilities

Strategy and Planning

- Role Focus: Bridging executive strategy and frontline execution
- Planning Horizon: Typically, tactical to short-term strategic (1 to 12 months).
- Optimize unit resource allocation (people, budget, technology) to maximize output, ensure compliance, and maintain operational efficiency.
- Strategic Responsibilities: Planning and leading the rollout of new corporate policies, software, or workflows within the unit to minimize productivity dips

Policies, Processes & Procedures Audit & Compliance

- Attends to any audit findings and provide timely resolution to the same

Process Improvement & Automation

- Engages in projects in the areas such as automation, process improvements, cycle time reduction, service delivery, transaction processing, cost reduction
- Plays an active role in current processes and systems roll out.

Operations Management





- Ensures that all CMS Payments/ Capital Markets/ Collections/CNB/Clearing transactions are processed as per agreed SLAs and approved procedures and guidelines
- Ensures effective customer service through timely delivery and efficient escalation management
- Maintains, updates error ratchet, customer complaints tracker along with a corrective, preventive action plan
- Escalates any issues, complaints to the Unit Head in a timely manner
- Ensures that all process notes, flowcharts, checklist etc that is referred to by the unit are updated till date.
- Ensure reduced percentage of errors Work towards error free processing.
- Ensure all staff Adherence to the Company Leave Policy and Timings in Unit.
- Unit Leader ensure Major activities of CMS/Clearing dept like e.g, Dividend Payouts, clearing return and processing, Set up creation in CNB , Cheques Pick up in collection , Printing in Disbursement, Txn processing in Payment and, IPO smooth processing in capital market should process on time .
- He should maintain smooth co-ordination with all the stakeholders related to his department e.g BDTS/Business, Product, Ops etc.

Performance Dashboards

- Ratifies, publishes various MIS, business newsletters, management reports, presentations as per business requirements
- Measures and publishes Individual and Team productivity on a regular basis

People Management

- Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
- Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals. escalation management

📌 Unit Manger- CMS Opeartions (Mumbai)
🏢 Yes Bank
📍 Mumbai