Global Head of Service Delivery
Company Description
Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance
We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.
With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian.
Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.
Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients.
Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.
Job Description
Purpose of the Job
The Mauritius Capability Centre is a strategic asset for the Ocorian organisation. It delivers critical services to our Service Lines across 20 locations and is expected to lead transformation and technology to ensure this work is delivered efficiently and effectively. The Global Head of Service Delivery will be responsible for building the capability, establishing the processes and delivering services that are benchmarked best in class. The Global Head of Service Delivery will be able to leverage the existing assets and personel across the Centre and is expected to lead a transformation of and professionalisation of delivery from underpinned by organisation and training, process transformation and technology. This includes creation of the brand, development of capability, reporting and monitoring as well as cultural change through Delivery Excellence and Six Sigma. The role also includes managing client communication that involves both direct and indirect interactions with customers & clients either directly or in collaboration with the client teams.
Main Responsibilities
- Be the ultimate escalation point of all Service Delivery matters, across all Service Lines and Functions.
- Set up and deliver processes to enable effective operations. This will include:
- Delivery oversight and governance
- KPI monitoring and reporting
- Transition and ramp up
- Development of new services
- Ensuring recruitment and training is effective
- BCP
- Coaching and mentoring
- Manage talent pipeline and ensure staffing of roles across service line and global operations
- Manage Global Operations delivery and ensure achievement of targets for core services, like:
- Entity Management
- File Review
- Accounting
- Payments
- Build and maintain effective stakeholder relationships with Heads of Service Lines and Functions
- Transition work from other operational teams locally and globally to be delivered by Global Operations
- Develop the skills and capabilities of direct reports and enable them to achieve performance and productivity targets
- Coach, support and enable wider Service Line teams
- Oversee effective transition to Mauritius Centre
- Ensure Ocorian Mauritius delivers commitments and develop solutions to remediate issues
- Work with Global Head of Operations and stakeholders across the global business to achieve customer satisfaction with Mauritius operations
- Work with Global Head of Operations and Head of Transformation to drive automation and process improvement across service lines and global operations
- Lead by example in establishing a delivery excellence culture
Qualifications Required
Knowledge, Skills & Experience
- 10-15 years proven experience of international Service Delivery
- Relevant subject matter qualification and post qualification experience and deep subject matter expertise
- Educated to degree level
- Six sigma or equivalent process improvement and transformation experience
- Global operations experience managing scale-up of a centre to 500 people and delivering 5-10% productivity increase per annum using process improvement and technology
- Transformation experience to put in place processes to enable effective management and transformation or processes under management
- Managing and leading teams to deliver complex work to high standards
- Process improvement experience and ability to establish and lead teams in process improvement (delivering improvements on a sustainable annualised basis)
- Automation knowledge and experience
- Transition knowledge and experience
- Strong influencing skills
- Able to handle complexity without losing effectiveness
- Excellent communication skills to enable push back on demands, communicate timelines and requirements
- 10 – 15 years experience in running delivery centres in a demanding global environment
- Able to use technology to drive change
- Strong project planning and delivery
- Project management and ownership
- People leadership
- Capacity planning
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Additional Information
All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful. These are:
- We are CLIENT CENTRIC – Clients are at the centre of our world, and we’re committed to providing expertise and specialist solutions to meet their most complex challenges.
- We are AMBITIOUS – We aim high. We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
- We are AGILE – We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple, efficient and effective.
- We are COLLABORATIVE – With a curious mindset, we ask the right questions to get to the right solution, for our clients faster. We collaborate to win together and share our successes.
- We are ETHICAL – We behave with integrity at all times and assume positive intent, building trust through responsible actions and honest relationships.
Equal Opportunities for Everyone
Please let us know if there’s anything we can do to make the process easier for you. You can reach us at [email protected].
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.