Associate Director – Enterprise Loan Operations

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the companys over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients greatest ambitions.

Value Preposition

• Orchestrator of enterprise critical ecosystems – Lead and safeguard end to end loan operations ensuring precision, compliance and enterprise resilience while influencing the banks strategic growth.
• Catalyst of Digital and operational transformation- Drive automation, UAT led innovation and digital acceleration redefining loan operations into future ready, client centric ecosystems.
  

Job Details
Position Title: Associate Director - Banking Operations
Career Level: L3
Job Category: Vice President
Role Type: Hybrid
Job Location: Bangalore
About The Team
The Enterprise Loan Operations (ELO) team is responsible for onboarding and maintaining client loans on multiple loan systems, processing and reconciling client loan transactions and responding to a variety of client and internal requests for information related to these loans. Client loans and related credit products are typically supported by and contingent upon by the clients changing financial performance and needs.
Impact
This role demonstrates providing subject matter expertise in commercial loan operations. Provides thought leadership and analytical skills on how best to approach or solve a situation. Participates in and may lead initiatives that benefits their direct teams and may have impact upon the ELO team. Adept at facilitating and participating in discussions regarding a myriad of problems associated processes, new applications, or enhancements of existing systems. Works collaboratively with other business functions to improve the client and associates experience.
Key Deliverables

• Thoroughly understand & exhibit intelligent use of various system tools and procedures.
• Proactively highlight threats & compliance issues to the management in a timely manner.
• Successfully meet tight SLAs as required by the operational management requirements.
• Strong critical thinking and problem-solving skills.
• Strong Leadership acumen and motivator with ability to influence at all levels
• Ability to drive initiatives globally
• Clear and extremely strong communication skills
• Management experience, team building experience, coaching/mentoring
• Provide ongoing 1:1 and group training to staff based on identified team responsibilities.
• Work with willingness to learn, adapt & show flexibility with support hours & coverage.
• Detail-oriented with a keen eye for accurate quality of work.
• Ability to deal with minimum direction.
• Experience working and leading in a global matrixed environment
  

Functional Skills
Skills and Qualification

• Knowledge:
• Experience in back-office operations, banking or financial services with focus on controls strongly preferred
  
• Providing operational support to clients & business partners consistent with bank policy & procedures
• Good understanding of the Lending processes (Onboarding, Servicing, Audits), hands on experience on loan boarding must.
• Solid understanding of Bank products, regulations, department processes & procedures
• Process Analysis:
• Proficient use of root cause analysis tools and techniques
• Analyzes complex end to end cross functional business processes
• Analyzes the business problems/ needs to be addressed via an automated solution. Identifies, evaluates, defines, and documents ELO requirements and issues.
• In depth understanding of the organizations mission, strategies, strengths, and opportunities
• In depth understanding of how the business functions, our key stakeholders, and the external processes that impact our team
• Work with commercial loan operations managers or other senior ELO staff to research loan related inquiries, respond to internal and external requests for information, review and certify various reports, champion new initiatives and encourage the sharing of key learning and best practices across work units
• Project Management:
• Drive innovation, automation in all system and operational business processes to simplify the way we work
• Takes ownership and prioritizes based on business needs and communication with leadership
• Considers contingencies for the unexpected when planning long term work initiatives
• Drives project to fruition, including testing, processes / procedures documentation, communications, training, and change management
• Escalate potential obstacles or delays to management in real-time along with proposed recommendations
• Risk Management:
• Demonstrates forward-thinking to identify potential risks to projects from internal and external factors
• Stays informed about industry practices, new developments and new or emerging regulatory changes
  

Technical/Business Skills

• Negotiating / Conflict Resolution:
• Able to see the overall impact of issues being discussed and the consequences to systems and business units
• Speaks on behalf of ELO in larger, complex, cross-functional projects and brings in subject matter expertise as needed
• Communication:
• Interacts effectively with cross functional teams and act as liaison between disparate functions
• Delivers clear messages to all levels of the organization
• Adapts communication style and content to audience
• Decision Making:
• Supports decision process with thorough analysis
• Able to make operational / procedural decisions that have been delegated to their authority

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  Considers upstream and downstream impacts
  

Education And Experience

• Candidates who are passionate about Loan Operations, QC/QA, Servicing, Governance & willing to work in the US Shift.
• MBA or advanced degree in Banking/Finance or relevant professional certification preferred.
• Minimum 14+ years of prior work experience within Loan Boarding, Loan Servicing, Quality control or Quality Audit process at any global bank.
• Hands on experience in loan boarding and collateral / flood related operations.
• Setting client expectations, identifying risk & following through with our internal partners are critical for this role.
• Proficiency in MS products (CRM, Outlook, PowerPoint), database apps, workflow platforms &/or analytics tools, is a plus.
• Proven knowledge of bank, compliance or investment terminology or products is preferred.
• Have a strong ability to multi-task and handle multiple requirements from internal stakeholders effectively.
• Ability to work in a structured, high volume, time-sensitive and high-risk environment.
• Have a solid functional overview of various teams, processes & stakeholders from connected departments.
• Be able to independently solve/support requirements across all connected teams.
• Highly adaptable and resilient, must be open to new ideas and willing to support fluid workflows.
• Manage time effectively while driving the above responsibilities diligently.
• Escalation handling, clarifying questions and participating in projects within the team
  

Leadership Qualities

• Executive presence
• Decision making skills
• Adaptability and Flexibility
• Strategic thinking
• Building Trust and Relationship
• Continuous feedback and developing talents
  

Relationships & Collaboration

• Reports to: Director, Banking Operations
• Operate with integrity, discretion, and a strong ethical compass.
• Lead investigations independently while coaching junior staff when needed.
  

Accessibility Needs
We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.
Equal Employment Opportunity
FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.