Lead the Investor Response function and maintain accountability for service delivery performance, client satisfaction, operational efficiency and quality outcomes across all teams.
Lead, develop and mentor operational leaders to build a high-performing, engaged and customer-focused workforce.
Oversee workforce planning, organizational design, succession planning and capability development to support future growth.
Act as the senior operational representative for Investor Response services.
Build and maintain strong relationships with clients, internal stakeholders and senior management.
Lead operational governance meetings, client reviews and Steering Committees, presenting service performance, risks, initiatives and outcomes.
Maintain accountability for operational governance, risk management, regulatory compliance and service quality.
Ensure appropriate controls, procedures and escalation frameworks are established and maintained.
Manage operational budgets, resource allocation and workforce investment decisions.
Develop business cases and strategic recommendations to support growth, scalability and operational efficiency.
Provide regular reporting and insights to the COO and Executive Leadership Team on service performance, operational risks, workforce trends and strategic initiatives.
Ensure decisions are supported by accurate data, meaningful metrics and actionable recommendations.
Requirements
6+ years experience in operational leadership, customer operations, investor services, registry services or shared services environments.
Demonstrated experience managing large service delivery functions.
Experience leading managers and leaders across multiple teams and locations.
Experience presenting to executive leadership, Boards, Steering Committees and clients.
Proven ability to develop and execute operational strategies.
Strong experience establishing governance frameworks and performance reporting structures.
Experience leading business transformation and continuous improvement programs.
Financial management and budget ownership experience.
