Business Support Manager

Job description / Role

Purpose:
Responsible for the management of the Bank (ESBU) Business Support processes relating to the acquisition and delivery of goods and services to be completed in a fair and equitable manner.

- Responsible for the day to day operational management of 3rd party supplier performance for all the banks Expat SBU activity in India.
- Responsible for the motivation and relationship management of all staff across Mumbai and Chennai through incorporating incentive programmes to achieve individual and team performance.
- Responsible for the monitoring and control of risk within Serco and for ensuring Governance and Operational Rigour is in force throughout and audit requirement meet by 3rd party vendor site.
- Manage all issues and escalations raised by respective onshore / offshore stakeholders to closure
- Maintaining a weekly issues and escalations tracker for the business ensuring actions with an impact on performance are tracked to closure.
- Implementation of a change management framework, which will cover operational management, people, technology, telephony and process change.
- Provide regular key stakeholder updates (Verbal and written) on Migration progress and performance against agreed project targets..
- Charing monthly and quarterly business reviews with the offshore supplier and senior stakeholders.
- Define and implement an onshore/offshore engagement model which will involve regular review meetings with the supplier on a daily/weekly/monthly basis as required.
- Leading of the Business Support team who manage Serco Service and Performance, Sourcing, Procurement / Travel and Records Management.
- Responsible for all contractual requirements between the Bank and Supplier ensuring all contracts are up to date reviewed and signed off by legal and the respective business stakeholders.

Leadership
- Managing the Vendor Management and Procurement teams, ensuring all processes and backups are in place to ensure business continuity
- Managing the Records Management Team working to resolve any process related issues and escalations.
- Management of the banks Expat SBU Travel team providing managerial support to the process and dealing with escalations.

Results Required
- All Policies and Procedures to be followed in relation to Vendor Management
- Governance to be managed for Vendor management and procurement
- All Records Management Procedures and Policies to be followed
- Control on off-shoring procedures and policies
- Management of Staff
- Staff motivations
- Strict adherence to Serco Governance Framework
- Offshore / Onshore Issues and Escalations to be managed fairly managerial support to the process and dealing with escalations.

Requirements

- Previous experience essential
- Arab Nationals desired
- Fluent English and Arabic desired
- Must be a specialist withing this field

About the Company

Networkers is a global recruitment consultancy helping unite job-seekers and hiring companies across the technology industry. Since Networkers was established in 2000, the business has grown considerably and we have consistently proven our ability to connect the right people with the right roles in the right businesses around the world. What makes us unique is our ability to offer a local service on a global scale. From our 14 offices spanning across four continents, we are able to recruit in more than 130 countries.