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Agency Operations Lead
4 weeks ago
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 requests
- Perform an Agency Operations specialist advisory role and act as a super user
- Ensure operational processes are followed and challenge existing ways of working
- Manage team members from a task perspective as assigned
- Follow adherence to SLA process timelines to achieve the daily and hourly deadlines for assigned tasks
- Authorise all product transactions after checking the underlying transaction evidence
- Escalate effectively to deal with bottlenecks, knowledge gaps or barriers
- Check the correctness, completeness and reliability of documents according to the procedure, work instruction and policies
- Safeguard the Target Operating Model (TOM) by providing objective challenge to deviations
- Act 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 needs
- Co-ordinate daily stand ups, team meetings and reporting
- Directly 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 members
- Support the Training & Development strategy by facilitating the development of team members in conjunction with the Operations Training & Development specialists
- Support 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 levels
- Foster an excellent working relationship with key stakeholders by being able to translate issues into solutions
- Liaise with the Service Relationship Manager to identify bottlenecks and implement improvements with regard to policy, processes, procedures and / or products
- Take a strong focus on the adherence to process measures to assure the timelines, accuracy and completeness of processing activities
- Lead by example by using standard problem solving and improvement approaches where potential improvement areas are identified
- Question, analyse and improve output, leading to measurable improvements in quality and service
- Liaise with Product Owners to analyse and implement process enhancements or any change, leading to reduced cost and greater efficiency
- Manage the resolution of cash breaks or overdue items
- Have good risk awareness and understand any process risks, and the importance of highlighting control gaps
- Ensure compliance across the team with risk standards and ensure related processes and policies are adhered to
- Provide suggestions to enhance the risk environment and help others learn from process errors
- Support business continuity planning
- Ensure all mandatory training courses or Compliance requirements are completed by the team before the due date
This is our standard application process. It may vary by role.
Step 1You Apply
Thanks for applying You will always receive a confirmation of your application by email. We review all the resumes and covering letters that we receive. We will let you know as soon as possible if we invite you for an interview.
Step 2Interview
We invite you for one or more (online) interviews. We want to know if you fit the role and the team. You probably have many questions for us too. For some positions, we may also ask you to complete an assignment or assessment.
Step 3Our Offer
Are you the new colleague we are looking for, and do you also feel happy with us? Congratulations You will receive a good offer from us. Before you start, we conduct a legal screening to ensure that our employees do not pose a risk to us and our customers.
Step 4Welcome
Welcome to Rabobank We look forward to seeing you and can't wait to work together.
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