Head of Operational Excellence

Are you looking for a challenging role where you can drive operational excellence and business growth?

We are seeking an experienced professional to lead our organizational capability team. As Head of Organizational Capability, you will be responsible for overseeing key business support and operational functions, ensuring the delivery of high-quality services and execution of business processes.

Your primary objective will be to identify opportunities for process improvement, implement changes, and monitor the effectiveness of these solutions. You will work closely with cross-functional teams to achieve business objectives and drive revenue growth.

Key Responsibilities:

• Oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions
• Accountable for the quality service delivery, process efficiency and execution of operational KPIs
• Ensure adherence to internal and external service standards, compliance requirements and industry standards
• Enable a positive customer experience by providing market-competitive turnaround times, high quality service and utilizing best practices throughout experience
• Establish governance around account management, process control, and ensure proper controls are documented and implemented, and risks are effectively mitigated
• Responsible for ensuring internal compliance requirements are met in addition to external regulatory requirements
• Collaborate with other areas of the business to ensure operational excellence in executing operational related activities
• Oversight of the creation/development, delivery, and analyses of operational reporting and KPI's; provide recommendations to senior management for greater effective decision making, opportunities for enhancing profitability
• With key partners (Finance, HR, Compensation teams within other LOBs), responsible for the development and continual review of guidelines/policies to drive key behaviours and actions
• Collaborate with leadership team to identify opportunities to optimize operations, service and cost efficiency sales structure, roles and territory assignment
• Accountable for business management of assigned strategic external partners
• Leveraging strong knowledge of existing and emerging industry players, and in collaboration with Strategy and Business Development teams, identify and 'sense' optimal firms/partners with which to engage to enable the business strategy
• Oversight of the monitoring of service level agreements (SLAs), management reporting/metrics and risk conditions
• Business lead on assigned strategic and operational initiatives and projects
• Lead research efforts and analysis, and recommend solutions in support of strategic priorities
• Enhance and eliminate non-value-added activities; manage implementation of new approaches contributing to sustainable and quantifiable business process improvements
• Increase performance at the individual and team level
• Inspire, coach, guide and actively engage employees; motivate and encourage staff
• Build talent capability and engage employees through focused career discussions as well as providing professional development opportunities
• Role model critical behaviors to enhance customer experience
• Demonstrate inclusive behaviors and provide opportunities to collaborate across teams

To be successful in this role, you will require:

• 10+ years progressive experience including the successful execution of complex projects
• 10+ years progressive experience leading large operational/administration functions, specifically in the Global Shared Services industry
• Demonstrated success in implementing process automation, efficiency and service initiatives
• Excellent understanding of financial services industry and business operations
• Strong financial acumen and ability to support detailed business cases
• Excellent communication skills (verbal and written)
• Influencing, negotiating and conflict management skills
• Demonstrated ability to be flexible and exercise judgment in a changing environment
• Collaborative and ability to work and influence cross-functional teams
• Effective conceptual, diagnostic, analytical and problem-solving skills
• Strategic thinker
• Ability to work in a non-structured environment
• Process and change management abilities
• Post-university degree or professional designation

We offer a dynamic and supportive work environment where you can grow your career and contribute to our business success. Our benefits include:

• A competitive salary package
• A comprehensive training program
• The opportunity to work with a talented team
• A flexible working arrangement
• Professional development opportunities

We are committed to equal employment opportunities and welcome applications from diverse candidates.

Please submit your application, including your resume and cover letter, to us. We look forward to hearing from you