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Job Overview:

This role is a high-profile position that entails overseeing day-to-day business relationships and services. The ideal candidate will have a proven track record of managing global cross-functional relationships.

  • Escalate and resolve operational service issues promptly, ensuring seamless continuity in business operations.
  • Integrate work across teams to meet service level standards and exceed quality expectations by fostering collaboration and driving innovation.
  • Contribute to developing overall procedures and policies, ensuring their execution by subordinate teams through subordinate managers who possess the necessary expertise.
  • Leverage knowledge of investment products, operational excellence practices, and the transaction/customer lifecycle to develop service capabilities that align with business requirements.
  • Support and deliver on key transformation strategies, including strategic reviews and submission of business cases for prioritization in the change agenda.
  • Establish credibility and build professional relationships with business partners and customers through effective communication and rapport-building skills.
  • Manage business relationships and act as a business partner for our Business Unit service recipients, enabling feedback channels to align expectations and priorities.
  • Refresh service level standards periodically to ensure alignment with evolving business needs and manage KPIs as defined in Service Level Agreements and Schedules of Services.
  • Manage and mitigate operational risk, escalating issues timely and achieving effective resolution by identifying root causes and implementing corrective actions.
  • Deliver KPI and KRI reporting, business dashboards, and other metrics effectively to drive data-driven decision-making and continuous improvement.
  • Drive sharing of best practices, fostering collaboration, and innovation across teams through training, coaching, mentoring, talent management, succession planning, and supporting mobility.
  • Execute strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service that meets changing business needs.