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 partners with Alpha Product, Technology, Relationship Management and other teams in a multi-jurisdictional environment.

Key responsibilities

• Lead the regional service strategy, governance and cross-functional collaboration, working with global Alpha leadership and APAC functional leaders.
• Ensure contractual commitments and service level agreements are met, and act as senior escalation point for major client and operational issues.
• Drive risk management, escalation protocols, issue resolution and operational resiliency.
• Manage operating efficiency, productivity, capacity and workforce planning, and lead transformation, standardization and simplification initiatives.
• Partner with Technology and Product teams on future-state capabilities, and with growth teams on new business, client retention and revenue growth.
• Build strong 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 organizations for institutional investment clients.
• Experience leading service transformation, client onboarding, conversions, operating model change and business growth initiatives.
• Ability to lead large, complex matrix organizations across operating centers and geographic locations.
• Strong commercial acumen and experience partnering with sales, relationship management, product and technology teams.
• Strong financial management, workforce planning and operational management experience, with risk management and control orientation and experience engaging regulators, auditors and risk functions.
• Exceptional communication, executive presence and presentation skills.