Divisional Operations Director, Corporate & Private Clients

Divisional Operations Director, Corporate & Private Clients

Office       London

The Divisional Operations Director leads the operations team and manages the divisional service delivery infrastructure in the Shared Services Centre's (SSC) to ensure the provision of contracted services to clients in line with agreed KPIs and SLAs. The individual is a member of the Corporate and Private Clients Divisional Executive Team and delivers results by working in close partnership with the respective Global Product Leads. S/he also collaborates closely with the Regional Service Delivery teams and IT team to continually  improve the service delivery model driving middle office innovation, efficiency and quality improvement through SSC's to deliver consistent and seamless customer service experiences.

The incumbent of this role may be situated either in Europe or Asia.  


Key Responsibilities

Service Delivery Infrastructure

  • Designs, establishes and manages the Division’s SSC service delivery model
  • Ensures the optimization of the middle office SSC service delivery model across all the product and service lines in CPC as well as across the various geographical locations
  • Drives the continued development of the SSC service delivery model for CPC services by leading continuous quality and cost improvement efforts across the complete end-to-end service delivery infrastructure
  • Supports the technological enablement of the CPC product portfolio and services delivery working closely with the Global Product Leads and IT Leadership
  • With the Operations Directors from other Divisions seeks continued opportunities to drive synergies and optimization across the different Divisional SSC service delivery operations globally

Service Delivery

  • Defines, standardizes and implements key service delivery parameters (KPIs and SLA deliverables) that are applied consistently across all the CPC product and service portfolio
  • Accountable for the provision of SSC services to the client in line with contractually agreed KPIs and SLAs and ensure that the CPC Division meets or exceeds its contractual service obligations while achieving cost effective delivery
  • Manages the customer service delivery review process including attending key  customer review meetings as required to discuss operational performance of the SSC against objectives and explore opportunities to improve the customer experience
  • Engages with customers as needed to manage service quality issues in the SSC and escalations leading the timely resolution of issues
  • Together with the CPC Division management regularly reviews the commercial performance of the service and product portfolio and the SSC Service Quality and Cost to Serve performance and metrics for the Division
  • Supports the development (including financial modelling), piloting and commercialization of new product and service lines to ensure that products developed can be delivered to the required quality and cost parameters

People

  • Leads the SSC Service Delivery organization including staffing at the appropriate levels to ensure sufficient resources while also managing costs and balancing capacity across teams and service lines
  • Ensures the continued skilling and upgrading of the service delivery teams so that individuals are well equipped to deliver the required services and are proactively developed to meet future needs
  • Creates high performance teams and fosters a service quality, innovation and  continuous improvement culture
  • Delivers to target through close control and monitoring of an agreed set of Key performance Indicators ("KPIs")

Qualifications and other requirements

The successful candidate should possess the following:

  • Demonstrable experience within a similar service delivery leadership role (ideally in a professional services organization)
  • Extensive people management experience within a customer service environment managing large teams
  • High transaction volume service business with multiple customer and supplier relationships and commercial models
  • Hands-on experience in the migration of work from various locations into centralized service centers
  • Strong business acumen with the ability to think strategically and to understand a customer’s underlying business and organizational needs
  • Customer management experience with strong service orientation with the ability to have difficult customer conversations
  • Proven experience of business planning, budgeting, and managing P&L for a business of this type
  • Experience in developing, implementing, optimizing business processes and service delivery models in the Corporate & Private Clients space
  • BS in Business Administration, Accounting, Finance or related discipline with 10+ years of experience in senior roles in the Professional Services and Service Delivery (CPA, MBA or advanced degree preferred)
  • Strong team-player with demonstrable experience in working within a dynamic organisation and able to build bridges between the different stakeholders within the organisation, division and locations
  • Exceptional attention to detail and programme management experience
  • Excellent people management skills able to lead and motivate large teams
  • Strong knowledge of service delivery models and execution with advanced process, project management and continuous quality improvement skills
  • Superior customer service and engagement skills
  • Demonstrated skills in automation and technological enablement to streamline processes and improve customer experience, ideally utilising PEGA
  • Strong management skills in overseeing multijurisdictional operations
  • Excellent written and verbal communication skills

How to apply

If you meet the requirements, please send your detailed CV (English) to;

HR Manager
saba.shafqat@vistra.com

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