Deputy Head of eDiscovery Operations

Deputy Head of eDiscovery Operations.

The Deputy Head will have a dual role, with a “business as usual” responsibility for managing the global Client Request Management function and a “strategic” responsibility for eDiscovery expert leadership in the transformation of Bank’s eDiscovery Operations into an industry-leading organization. The Deputy Head will support, in close partnership, the global Head of eDiscovery Operations in the development of the function. In addition, the Deputy Head will provide local management leadership, as required, of eDiscovery Operations personnel in the Americas. The Deputy Head will report to the Global Head of eDiscovery Operations, located in overseas. The Deputy Head will also actively engage with members of the broader GIRM management and business lines to provide advice, and contribute to the development of services, resources, and best practices across GIRM.

The Deputy Head’s daily responsibilities will include management of the eDiscovery Client Request Management (“CRM”) function; a global team responsible for the review, coordination, monitoring, and reporting of eDiscovery requests that originate from a broad and global range of internal and external business and regulatory clients. As Head of CRM, the Deputy Head of eDiscovery Operations will provide oversight of CRM operations across all regions and for all business lines, advising and working closely with internal stakeholders (e.g. Legal, Compliance, Audit, HR, and others) and with IT functions, to build strong relationships, ensure stakeholder satisfaction, achievement of goals, and close management of risk. The role is also accountable for developing and implementing CRM strategies to deliver continuous improvement through implementation of best practices, for execution of global transformation projects, for managing service provision through strategic partners and local vendors, and leveraging increased automation and the use of technology.

Key Responsibilities and Client Request Management Leadership

• Drive the eDiscovery CRM strategy for the Bank, including planning, budgeting, and development of services catalog, resources, tools, and technologies.
• Provide daily oversight and management of the CRM team to ensure compliance with all company protocols, policies, and procedures in order to deliver a first-class customer experience.
• Monitor, evaluate and assign data requests to Request Managers.
• Work closely with the eDiscovery Data Operations data retrieval function (eDO) to support matters through to completion.
• Serve as a point of escalation for resolution of request related issues.
• Develop and maintain CRM process and quality assurance documentation.
• Coordinate and provide training to CRM team members, eDO, and clients related to CRM protocols, policies, and procedures.
• Coordinate with eDO and other senior management to continuously recalibrate and improve SLAs.
• Mentor the global CRM team to advance career development.
• Highlight operational, regulatory, and other risks to senior management. Take ownership for operational resolution and reflect the needs of clients in the prioritization of immediate and longer term remediation strategies.
• Develop short, medium, and long term plans for improving the effectiveness and efficiency of CRM operations that will generate a positive impact on the business unit's cost containment objectives.
• Provide performance oversight, leading the development of SLAs, KPIs and KRIs, and support benchmarking activities and monitor performance against agreed metrics. Report to senior management against performance objectives on a periodic basis.

eDiscovery Transformation Leadership

• Provide strategic assessment of the Bank’s current and future capabilities, including but not limited to market analysis, competitive intelligence, and maturity analysis
• Bring to the Bank the latest thinking in eDiscovery by understanding the evolving landscape, market happenings, and innovations in the domain
• Lead the development of the eDiscovery strategy of the Bank to deliver best in class services to meet stakeholder and client requirements
• Serve as an eDiscovery thought leader internally to clients and externally to outside counsel and company peers
• Contribute to the development of the eDiscovery Target Operating Model required to meet ongoing internal and external requirements - including but not limited to technology, process, people, and governance
• Work with GIRM CIO, COO, and Business leaders in the annual strategy development process to ensure eDiscovery is included as an area of focus.

Management Skills:

• Significant and proven experience in a leadership role and in managing senior vendor/partner relationships.
• Strong team leader, able to work in virtual, global teams in a matrix organization, transfer knowledge and develop capability of team members.
• Excellent relationship management, communication, influencing and presentation skills.
• Critical thinker, solutions oriented and highly motivated to identify, develop and drive strategy.
• Self-starter, highly flexible and skilled in meeting deadlines in a high-pressure environment.
• Excellent communication skills, clear and concise, fluent in English (written and spoken)
• Strong business planning skills, including analytical, problem solving, financial management, and strategic agility.
• Experience with process improvement projects including identifying process gaps, developing strategies for solutions, and enabling change within a department(s) and across the enterprise with a focus on risk and controls.
• Knowledge of the financial services industry.
• Ability to work in a fast-paced business environment.
• Willing to make tough/unpopular decisions, but respected by internal and external business leaders.
• Excellent interpersonal skills and confidence to interface with global teams, and individuals at all levels.
• Results-oriented team player with a passion for excellence and a commitment to customer satisfaction.

eDiscovery Skills

• 10+ years of eDiscovery or Litigation Support experience in a management role.
• 3-5 years of financial services industry experience, familiarity with banking systems, products and terminology.
• Proven experience in developing and leading the execution of strategic responses to legal and regulatory inquiries.
• Prior experience of transforming eDiscovery function in a large organization.
• General understanding of the Federal Rules of Civil Procedure.
• Familiarity with data privacy and cross-border data regulations and issues.
• Experience with litigation support vendors and consultants.
• Familiarity with legal hold/preservation of data and collection workflow policies, processes, and automated software solution(s).
• Experience and/or familiarity with enterprise information technology and various forms of electronically stored information (ESI).
• Understanding of latest eDiscovery trends, tools, and systems in the market.
• Familiarity with eDiscovery technology-assisted review products.
• Prior experience in an eDiscovery client service role.
• Access to a wide eDiscovery external network.
• Experience with IBM Atlas tools a plus.
• ACEDS certification, or willing to become certified within 12 months of employment (Bank sponsored)
• Bachelor’s or Master degree qualified (or equivalent) from an accredited college or university.
• Innovative, creative, articulate and able to work directly with a broad range of stakeholders.
• Able to demonstrate examples of previous successful deliveries and a track record in providing insight and innovation
• Highly driven and motivated.