Business Support Manager III

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Location: Warwick, RI
Job ID/Req. Number: 391372
Category: Management
Full/Part Time: Full Time
Regular/Temporary: Regular


This role is responsible for leading, co-coordinating, project managing and planning across a number of functions.  Jobholders at this level utilize their expertise to set the direction for, plan and integrate diverse functions.   This role drives continuous improvement across the entire department by responding to customer feedback and co-coordinating responses to customer concerns and complaints. The role holder manages strategic, operational and administrative support for the business in the region to include business strategy; financial management; improvement activity; program governance, measurement systems & reporting; risk and compliance support, people support and development; project resourcing, and internal program consulting services. 

Requires a deep understanding of business unit products and services and business partners.  Requires broad knowledge of the business and a desire to continue developing that knowledge base.  Coordinate and manage the delivery of all strategic change programs in the region. Accountability for delivering a program to improve the people proposition for line managers and staff of the business within the region, covering areas such as performance management, learning and development.

Accountable for development and delivery of a comprehensive regional Your Feedback action plan, making recommendations in regards to targets and achievement of targets. Ensure systems related risks, change activity, usage and investment bids are managed in line with Group policy and standards. Provide a consolidated single view of project pipeline and status of all change being sponsored by or delivered in the region. Act as the point of escalation to resolve emerging issues with project or program delivery.

Provide oversight and coaching to business's on Work-Out, Lean and Innovation. Represent the business at appropriate Group/division-wide forums or meetings. Identity and share best practices in relation to the activities carried out by the Business Management & Support function.

Leadership Accountabilities:
Business Management & Planning: Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure the business unit within the span of control has the capacity and capability to meet the agreed objectives. To work with the Leadership Team to set the future direction of the business and make a full contribution to longer term plans.  Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To identify and initiate improvement projects within the operational area that will enable improvement of overall business unit performance. Responsible for change readiness, implementation and delivery of change benefits. Customer Service: To champion strong customer service attitudes and values.  Responsible for assessing customer needs and inputting into the business strategy to help shape future product and service design. Utilize performance metrics to drive quality output.

Risk Management: Be accountable for the identification (self-identification) and minimizing risk across areas of responsibility. Ensuring the reputation and financial robustness of the business unit is protected appropriately. Requiring maintenance of an appropriate control environment and self certification level. 

Stakeholder Management: Develop and maintain effective working relationships with key stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.

Leadership: Set clear vision of business success.  Translate overall strategy into meaningful direction for the unit.  Seize opportunities that enhance performance and the customer experience.  Focus others on key business deliverables.  Create, plan and implement activities that will enable a highly motivated and highly performing workforce. Champion of Customer Service, change, culture, values and attitude across the business function.

Recruitment & Induction: Oversee the hiring process and ensure that resource plans meet business need.

Team Development: Create, plan and implement activities that will support the development of team members.  Create a culture of development across the business unit.

Performance Management: Prepare, analyze and act upon relevant management information to ensure that each team meets agreed service levels and objectives. Coach and develop staff.  Review and follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors.  Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behavior ("what" is expected and "how" they are expected to achieve objectives).  Ensure policies for the performance management of individuals are implemented across all teams.



Strong written and verbal communication skills
Strong organizational, marketplace and global awareness
Highly effective networking and relationship building skills
Commitment to development and advancement of highly-skilled and diverse workforce
Acts as an agent for positive change with flexibility
Commitment to quality and efficiency
Excellent time management skills
Excellent written and verbal skills
Excellent interpersonal skills
Superior project management skills
Strong PC Skills
In-depth knowledge and understanding of business planning, risk management and control methodology
Typically 5+ years of leading people across a range of teams
Thorough understanding of overall strategic objectives for Business Services and RBS
Experience of delivering change in a complex, fast- paced environment
In-depth knowledge of and demonstrable skill in using continuous improvement methodologies and tools
Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility.
Previous experience of working in a variety of business areas or otter divisions or industries is desirable.
Experience of leading, coaching and motivating people and high level communication and influencing skills.
Experience of planning and coordinating diverse activities


Hours and Work Schedule

Hours per Week:   40
Work Schedule:    Monday-Friday 8:00AM-5:00PM


Equal Employment Opportunity

It is the policy of RBS Asset Finance, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.



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