Head Transitions & Transformations

1. Delivery Leadership & Service Excellence

Lead and scale Banking operations.

Build a robust high-quality service delivery engine with clear KPIs SLAs quality controls productivity benchmarks and performance dashboards.

Establish strong governance routines weekly ops reviews monthly performance cycles service health reporting and structured escalation paths.

Ensure timely accurate and right-first-time service delivery with strong focus on transparency operational discipline and customer experience.
2. Banking Operations

Provide end-to-end leadership for core banking operations delivered from the GCC including but not limited to:

Payments Processing (domestic and cross-border payments clearing settlements reconciliations and exception handling).

Trade Finance Operations (letters of credit guarantees collections document checking and trade settlements).

Loans & Credit Operations (loan servicing drawdowns repayments interest calculations collateral administration and credit lifecycle support).

Ensure strong process controls accuracy timeliness and regulatory compliance across all banking operations handled by the GCC in line with SMBC global standards.

Partner closely with onshore stakeholders across Tokyo APAC EMEA and the Americas to transition stabilize and scale these banking operations while maintaining service continuity and risk discipline.
3. Transitions & Operating Model

Co-design the non-IT operating model build the organization ground-up including hiring plans role mapping knowledge transfer and creation of delivery pods.

Lead end-to-end service transitions/migrations from global entities using structured KT frameworks.

Maintain transition playbooks onboarding documentation and standard service catalogs.
4. Process Controls Risk Management & Resilience

Ensure full compliance with India regulatory requirements (RBI/SEZ/SEZ Online/Labour laws) SMBC policies and global risk frameworks.

Build strong operational risk and control systems across all service lines with clear RACIs SoPs checklists and audit-ready documentation.

Lead issue resolution root-cause analysis remediation planning and preventive strengthening.

Establish and maintain BCP and operational resilience frameworks for all non-IT operations.

Ensure readiness for global audits compliance reviews and operational testing.
5. Standardization & Continuous Improvement

Champion global standardization process optimization workflow simplification and automation.

Identify opportunities to enhance efficiency accuracy and cycle time improvements.

Lead digitization and adoption of modern tools analytics and transformation initiatives.

Drive continuous improvement culture using structured methodologies.
6. People Leadership & Culture Building

Build lead and inspire a culture of ownership learning inclusion and high performance.

Develop and coach mid-senior managers across multiple delivery verticals.

Create strong succession pipelines leadership capacity and talent development plans.

Lead change management during large-scale transitions and organizational scaling.
7. Budgeting & Vendor Management

Oversee budgeting headcount planning resource forecasting and productivity modelling for non-IT operations.

Manage external vendors and service partners ensuring quality and SLA compliance.

Drive disciplined cost management and resource optimization.