Global Head – Client Experience & Operational Excellence, VP III

Define and execute the operational excellence strategy across Client Experience Business Services

Establish and manage a global function focused on enterprise metrics, incident management, risk & controls, and process optimization

Drive the future‑state vision, performance expectations, and operating model alignment

Define operational metrics across client implementation, shareholder services, client billing, and client reporting

Support OKR definition, tracking, and reporting, ensuring alignment between strategy, execution, and outcomes

Act as a thought leader on best practices for operational processes and controls, leveraging modern technology and AI

Implement tools and scalable solutions that reduce manual work and enhance operational resilience

Prioritize initiatives to balance impact, risk, effort, and dependencies, maximizing business value

Partner with the Global Head of Client Experience Products to establish and scale the Operational Excellence team

Lead management, staffing, and development of a high‑performing global team

Provide coaching and development to team members aligned with evolving business needs

Ensure risk and controls are well‑documented, globally consistent, and scalable across regions and functions

Define and track key risk and performance metrics to drive transparency, accountability, and continuous improvement

Collaborate with stakeholders across business, technology, and operations to ensure alignment with performance, scalability, and compliance requirements

Build strong partnerships across the Client Experience organization and control functions

Serve as a culture champion, promoting innovation, accountability, and continuous improvement

Requirements

10+ years of relevant experience, including 8+ years in investment operations and/or business controls

Deep understanding of asset management operations, including front-to-back workflows and systems

Strategic thinking with a strong focus on transformation, innovation, and client outcomes

Demonstrated leadership experience managing global teams and complex cross‑functional initiatives

Strong knowledge of risk management, controls, and regulatory requirements

Proven ability to define and implement operational metrics and performance frameworks

Experience leveraging AI and modern technology to drive operational efficiency

Strong stakeholder management, communication, and influencing skills

Proficiency in Microsoft Excel, PowerPoint, and Copilot

Bachelor’s degree required; advanced degree preferred.

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