Delivery Manager - MAR SCO
Key Responsibilities
1. Operations Delivery Management
Oversee day-to-day operations of lending and borrowing products (Equity, Derivatives, Fixed Income, Forex)
Ensure smooth execution of trade lifecycle processes:
Trade initiation & booking
Collateral Management
Trade Settlement
Billing & Accounting
Reconciliation of positions/cash
Referential & Static data of Client/Counterparty accounts
Drive SLA adherence, productivity, and quality metrics across operations teams.
Own end to end LMA Process hand over from Onshore (Paris) Operations to GSC India and execution of same ( including controls, checks , performance )
2. Process Excellence & Transformation
Identify and implement process improvements, automation, and digitization initiatives.
Lead Lean/Six Sigma or continuous improvement programs to enhance operational efficiency.
Standardize operating procedures (SOPs) and ensure adherence.
Optimize cost-to-serve and turnaround time (TAT) metrics.
3. Stakeholder Management
Collaborate with:
Product, Risk, Compliance, and Credit teams
Technology partners for system enhancements
External vendors, agencies, and service providers
Act as the primary point of contact for operations delivery escalations.
4. Risk & Compliance Management
Ensure compliance with regulatory requirements
Manage audit readiness (internal/external audits).
Implement strong controls to minimize fraud, operational risk, and errors.
5. Performance & Team Management
Lead, mentor, and manage operations team.
Define KPIs/KRAs and monitor performance dashboards.
Build a high-performance, customer-centric culture.
Drive training, capability building, and succession planning.
6. Customer Experience & Service Quality
Ensure superior customer experience across Lending & Borrowing Business touchpoints.
Analyze customer feedback and initiate improvements.
Reduce complaints and improve first-time-right metrics.
7. MIS, Reporting & Governance
Prepare and present operational reports (daily/weekly/monthly).
Track KPIs like TAT, failures, error rates, cost, productivity, and recovery rates.
Drive governance forums and leadership updates.
Key Skills & Competencies
Strong understanding of lending & borrowing lifecycle
Operations management and service delivery expertise
Process improvement (Lean, Six Sigma preferred)
Risk & compliance awareness in financial services
Stakeholder and vendor management
Data-driven decision making (MIS, analytics)
Leadership and team management
Problem-solving and execution excellence
Qualifications & Experience
Bachelor's degree in Business, Finance, Operations, or related field (MBA preferred)
10-15 years of experience in lending/financial services operations
Proven experience in:
Securities/Cash Lending & Borrowing operations
Operations delivery management
Small to mid-sized team leadership
KPIs / Success Metrics
SLA & TAT adherence
Cost efficiency
Error rates / quality scores
Recovery/collection performance
Audit & compliance scores
Work Environment
Fast-paced, high-volume lending operations environment
Cross-functional collaboration with tech, product, and risk teams
Role Summary
The OPS Delivery Manager is responsible for leading end-to-end operations delivery for Agency Lending and Borrowing Business, ensuring high-quality service, regulatory compliance, and operational efficiency.
This role acts as a bridge between Business (Front Office), Technology, Risk - Compliance and other Operational teams across products to deliver seamless end to end trade lifecycle management.
