Overview
As the operational backbone of the Client Services function, this role ensures seamless, efficient, and standards-driven service delivery.
It is responsible for driving operational excellence through oversight of performance analytics, internal controls, and risk monitoring.
By supporting continuous improvement initiatives, leading the implementation of enhanced processes, and managing resource allocation across the function, this role optimises the operational effectiveness of the Client Services function.
Accountabilities
Day-to-Day Operational Oversight: Define and optimise Aztec's service delivery oversight model to ensure efficient operations across delivery teams, manging KPIs, OKRs, SLAs,productivity metrics and client billing requirements across all services & asset classes.
Internal Data & Analytics: Oversee the collection, integrity, and use of Aztec's internal operational data, building dashboards and analytics to drive decision-making, planning, and continuous improvement.
Data AI & Change requirements: Responsibility for collating and coordinating the execution of Data and AI requirements across the CSD function.
This responsibility is in complement to the operational data role mentioned above, and will be focused on future-facing opportunities
Service Delivery Resource Allocation & Optimisation: Lead resource planning, headcount forecasting, and capacity management, aligning staffing with delivery demands and service commitments.
Further monitor the flow of WIP items across teams, ensuring throughput, timely completion, and bottleneck resolution.
Operational Enhancement: Supporting strategic and tactical projects that facilitate operational improvement initiatives, ensuring there is accaptance of change and smooth transition by key stakeholders.
Cross-Functional Enablement:Work closely with Technology, Process Optimisation & Digitisation, Asset Classes, Specialist Services, Centres of Excellence and Finance to ensure delivery teams are enabled by the right tools, structures, and insights to perform at scale.
Leadership Requirements
Operational Leadership: Lead the operations for a complex, multi-jurisdictional service delivery operations with rigor, visibility, and control.
Analytical Mindset: Leverage operational data to guide decisions, improve processes, and create transparency for business owners.
Control-Oriented Leadership: Deep understanding of risk, controls, and audit requirements in financial services operations.
People & Resource Management: Skilled in managing team performance, resourcing, and coaching within high-volume environments.
Continuous Improvement: Ability to challenge processes & people to continually improve.
Technical Skills
In-depth understanding of fund administration operations and service delivery processes
Strong grasp of resource planning, work management, and utilization models
Strong grasp of operational risk and controls
People Skills
Excellent interpersonal and communication skills for cross-functional collaboration
Analytical, process-oriented, and solution-focused.
Experience & Qualifications
Significant experience in financial services operations
Experience managing operational KPIs, dashboards, workforce resourcing & data-driven optimization
Proven success in managing internal controls and operational risk
Key Internal Interfaces
CCSO: All Service Delivery Teams and Asset Class Leads
CCO: Proposition lead, Commercial Lead, CCO
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