Head of Operations Excellence

6 days ago

Doral, Florida, United States Banco Itau International- Miami Full time
Job Title: Head of Operations Oversight and Process Improvement

The Head of Operations Oversight and Process Improvement plays a critical role in driving strategic initiatives that enable the business to grow in a controlled and regulated environment. This position reports to the Northern Hemisphere COO and is responsible for ensuring all client requirements are met.

Key Responsibilities:
  • Act as a central point of contact for Oversight of Onboarding of New Clients, Maintenance of Clients' Information, Securities, Funds, and Banking products.
  • Responsible for the Oversight of Operations services to identify and remediate issues, accurately measure potential risks, and identify solutions and opportunities for improving processes.
  • Set team-level strategic action plans, develop vision, set high standards, and execute to ideas.
  • Responsible for hiring staff and developing key business tactics and plans to ensure departmental service levels and customer satisfaction levels are achieved.
  • Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives.
  • Responsible for the oversight of a full range of daily processes, regulatory reporting, assisting with the uplift of our strategic architecture, and commercial initiatives related to client-facing businesses across Itaó.
  • Management/Process owner driving initiatives, recommend improvements in business processes, and ensure optimal resource utilization and audit-compliant administrative process and strategy.
  • Lead transformation of client solution activities from transactional service to proactive service through the adoption of automation and other digital capabilities.
  • Actively engage, research, follow-up, and resolve escalated client issues and problems through effective interaction with clients, bankers, trading desk, product partners, IT, Operations areas, and other staff in a timely and professional manner.
  • Analyze KPI result reports and team performance data to develop strategic plans in achieving results.
  • Conduct regular inspections of departmental processes and procedures to identify gaps, risks, and unnecessary tasks.
  • Participate in post-incident reviews for client-impacting incidents.
  • Adhere to and maintain the firm's controls policies and procedures, BSA/AML laws, and FINRA regulations.
  • Must be very familiar with the Itaó's business resiliency contingency plans both for intra-day situations (system malfunctions, power outages, etc.).
  • Identify and act firmly to avoid or correct practices and procedures that do not comply with corporate policies and regulations.
  • Compliance with Anti-Money Laundering and Bank Secrecy Act-related principles, laws, rules, and regulations, as well as Itaó's related policies and procedures.
  • Coaching and supervising of employees.
Qualifications:
  • Master's Degree is preferred.
  • Must hold or obtain FINRA Series 7 and 24; or 27; or 28 licenses.
  • Minimum 8 years of supervisory experience.
  • In-depth knowledge of Banking Products and Procedures/Flows.
  • Proven ability to guide the development of team members and drive performance.
  • Strong oral and written communication skills. Able to communicate at all levels within the organization.
  • Able to maintain awareness of multiple work streams simultaneously.
  • Possess good time management and organizational skills.
  • Able to effectively and quickly prioritize tasks, delegate effectively.
  • Strong problem-solving and critical thinking skills.
  • Highly organized with exceptional attention to detail and follow-through.
  • Fluency in English.
  • Fluency in Portuguese and/or Spanish is desirable.

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