About Servaada, a Wipro company:

Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role:

Working with the Customer Service Administration and Investment Administration teams within the wider Operations function. In this role, you will be responsible for ensuring that operational frameworks are delivering on the effectiveness of our preventative and detective controls and that the approach enables Senior Managers and EMT to:

1. Exercise an appropriate level of governance and oversight of the operation
2. Take any remedial actions needed to address potential risks
3. Provide reassurance that the frameworks are being operated effectively

The following frameworks are covered by this role:

• Training & Competence Framework
• Breaches Frameworks
• Quality Framework
• Process & Procedures Framework
• Root Cause Analysis Framework
• Operational Management

Provide inspirational and motivational direction to create a high-performance “Quality First” culture across the business. Promoting a culture of continuous improvement, service excellence and customer focus.

The role has line management responsibilities for the 1st line Quality team and the 1st line Risk team.

Operational control and risk management is the foundation to operational excellence. The role of Operational Controls Manager is to develop and ensure controls and process disciplines are rigorously maintained and continually enhanced through metrics reporting, risk assessment testing, quality assurance and root cause analysis. S/he is accountable for developing internal control practices and framework. S/he will help ensure controls are appropriately designed and executed throughout the organisation, ensure identification, escalation and mitigation of operational risk, and provide oversight and sponsorship of selected control initiatives.

Key Responsibilities:

• Establishment and integration of an Operational Control framework, including the design and implementation of control structures, governance, and measures interpreting policy and standards requirements to proactively implement a best-in-class control environment
• Assess the operational risk aspects of potential new programs/initiatives and financial products together with Operational Managers
• Assess emerging/material risks, identify trends, and remediate control issues
• Drive execution of multiple key operational control initiatives while taking; appropriate action to ensure timely and effective program oversight and execution
• Develop a framework and process for ongoing design and effectiveness testing of key controls including the establishment and monitoring of corrective action plans
• Perform control design reviews to identify control improvements; provide oversight and review of operations errors or near misses
• Management of the control Self-Assessments and audit activities of the divisions
• Attend and contribute to testing-related working groups, providing expert insights and ensuring alignment across all testing stakeholders
• Day-to-day line management of a number of Quality Analysts or Risk Specialists
• Track, report, and continuously improve testing effectiveness, using appropriate metrics and KPIs to drive quality improvements
• Stay up to date with testing tools, technologies, and best practices, ensuring the business benefits from the latest advancements in testing methodologies

Skills, Qualifications and Experience:

Essential:

• Proven work experience as an operational manager
• Excellent organizational, communication, documentation and project management skills
• Excellent leadership and influencing abilities including the ability to drive innovation and change in a constantly evolving environment
• Proven experience in the design and testing of controls
• Collaboration across differing teams, agendas and perspectives and rationalizing those differing inputs will be required
• Ability to engage in abstract thinking and design thinking is an advantage
• Excellent communication and leadership skills
• Ability to plan, multi-task and manage time effectively
• Strong writing and record keeping ability for reports and training manuals
• Good computer and database skills

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct

Equal Opportunities:

Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.