
Head of Service Delivery - Entity Management
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.
We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients. 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 Head of Service Delivery Entity Management, will be responsible for building the capability, establishing the processes and delivering services that are benchmarked best in class. The Head of Service Delivery Entity Management is expected to lead the 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. 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.
The Head of Service Delivery Entity Management, will manage, lead and coach a team of officers and senior officers in the Entity Management Team and provide day to day leadership. Drive work processes from Mauritius for other Ocorian offices and ensure that work is delivered as per agreed SLAs. Be accountable for the objectives of the Entity Management Team and report to the Global Head of Operations. To drive a performance operating culture across the team, leading to operational excellence and living up to the Ocorian values.
Main Responsibilities
- Be the ultimate escalation point of all EM 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
- Ensuring recruitment and training is effective
- BCP
- Coaching and mentoring
- Manage talent pipeline
- Build and maintain effective stakeholder relationships with Heads of Service Lines and Functions as well as with Country Managers
- Transition work from other operational teams locally and globally to be delivered by the EM team
- Develop the skills and capabilities of direct reports and enable them to achieve performance and productivity targets
- Coach, support and enable the EM team
- Oversee effective transition to the Mauritius Centre
- Ensure the EM team delivers commitments and develops solutions to remediate issues
- Work with Global Head of Operations and stakeholders across the global business to achieve customer satisfaction
- 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
Expectations
- Excellent day to day operations management skills including quality & quantity & error management, progress updates and instant remediation, ensuring SLA’s are being met.
- Expert process knowledge to assist complex workflows and to support and back up the preparers, reviewers and to advice on process ramp-ups and further automation.
- Excellent performance management skills.
- Excellent people management skills - ability to understand individual training needs and support programmes
- Excellent client relationship skills to manage key stakeholders pro-actively and proving them with weekly reporting’s, solving any deviancies from the SLA’s.
- Proven Service Excellence skills, exceeding expectations.
- Driving Ocorian corporate culture ensuring the EM staff adhering to it at all times.
- 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
- Able to use technology to drive change
- Strong project planning and delivery experience
- Project management and ownership
- People leadership
- Capacity planning
#LI-SM1
#LI-Hybrid
Qualifications Required
Knowledge, Skills & Experience
- At least 8 years work experience in a Management Company, with at least 5 years in a senior role involving supervising a team of senior and junior staff.
- Degree holder in Law, Finance or Management.
- Professional qualification such as ICSA, STEP or ACCA is required.
- Thorough understanding of financial services and global business, including company secretarial and administrative processes.
- Thorough knowledge of company and financial services laws and regulations, including AML/CFT requirements.
- Attention to details, solutions-and performance oriented, proactive and adherence to processes.
- Knowledge on Viewpoint and NavOne would be an advantage.
Additional Information
Our Values
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.