Alpha Client Operations and Services Delivery - APAC, SVP

About the role

The Alpha Client Operations and Service Delivery - APAC role provides executive leadership for the delivery, governance, operational performance and client experience of Alpha clients across the APAC region. It owns the regional service model and leads Client Leads and Functional Leaders, acting as the primary executive escalation point for regional service and operational matters. The position reports to the Sydney office.

Key responsibilities

• Act as Regional Alpha Service Delivery Lead, establish a client-focused culture and develop a regional service strategy leveraging scale, technology and operating centre capabilities
• Ensure contractual commitments and service level agreements are met, and act as senior escalation point for major client and operational matters
• Lead risk management, escalation protocols and issue resolution, and maintain governance, controls and operational resiliency
• Manage operating efficiency, productivity, capacity and workforce planning, and drive standardisation and organisational simplification
• Partner with Technology and Product teams on future-state capabilities, and with growth teams on new business, client retention and revenue growth
• Build partnerships with legal entity boards, control functions and regional regulators, and improve NPS, service quality and productivity

Required profile

• 15+ years of leadership experience in investment operations, client servicing, asset servicing, middle office, fund services or related client-facing operational roles
• Proven track record leading large client operations and service delivery organisations for institutional investment clients
• Experience leading service transformation, client onboarding, conversions, operating model change and business growth initiatives
• Ability to lead large, complex matrix organisations across operating centres and geographies
• Strong commercial acumen and experience partnering with sales, relationship management, product and technology teams
• Strong financial management, workforce planning and operational management experience
• Experience engaging with regulators, auditors and risk functions

Required skills

• Strong understanding of institutional investment operations and front-to-back operating models
• Exceptional communication, executive presence and presentation skills