As an Executive Manager, you will be responsible for:

• Responsible for overall service delivery for process delivered from USI
• Provide input on the compensation exercise and band alignment
• Define/refine KPIs, benchmarks, and objectives at regular intervals
• Co-ordinating and undertaking of performance management, talent development and check-ins of team leaders
• Dealing with complex situations involving staff and external sources to provide an informed response which results in an appropriate outcome, always referring to relevant guidance and requirements
• Providing advice and guidance on process and service improvements and customer experience
• Represent Business Support on wider forums and build eminence for the team
• Review and implement the iRPM process consistently across the team
• Act as an SME and play an active role on projects related to the function and service improvements
• Develop a detailed understanding of the operational day-to-day work and create an environment that builds accountability for and commitment to meeting service/project objectives
• Develop a detailed understanding of the UK leadership ways of working and interactions, and interactions across the UK customer base
• Moderate and support R&R program and implement consistently across the team
• Partnering with the business to understand and forecast business requirements and priorities for effective service delivery
• Collation and submission of operational and service management statistics in line with the CBS approach to service management and reporting
• Implementing standardised operating policies and practices with a focus on continuous business improvement, business efficiency and enhanced service delivery
• Relationship building & influence: Positively influences others, leading by example, collaborating effectively, and establishing confident relationships, based on credibility
• Is a clear communicator, that adapts to the needs of others and can instil confidence with increasingly senior people
• Takes ownership for delivering an exceptional stakeholder service; maximises results and expects high standards of work from self and others. Adapts well to a fast paced, continuously changing environment.
• Business partnering with Business Support leaders in business expansion in USI; identify potential issues and propose solutions to the leadership as needed
• Reskilling strategy – drive team alignment on the skills that are required to sustain performance in the long term
• Support and drive the team to build relationships with firmwide colleagues to expand knowledge and firmwide networks
• Act as the relationship manager to support and drive the team in building relationships within the community more broadly
• Translate broader strategy into a compelling team vision and goals; align the team and set priorities to achieve objectives
• Define and drive and clear business objectives and desired outcomes to guide own work and the work of others across levels
• Responsible to communicate broader business objectives and desired outcomes to guide the work of others across levels
• Create an environment that builds accountability for and commitment to meeting engagement/project objectives
• Identify and solve problems objectively using analysis, experience and judgement
• Monitoring, managing, and reporting on service delivery and utilisation within the team
• Understand and apply quality assurance and risk management procedures in all areas of work performed