Role Overview
This is a senior leadership role acting as a strategic differentiator and trusted partner to the trading divisions of the organisation. You will have end to end accountability for the design, delivery and ongoing evolution of the Client Services operating model, building a resilient, scalable and commercially aligned function.
As a member of the Operations leadership team, you will shape and execute the long-term Client Services strategy translating business priorities into a sustainable service model through strong performance management, data led decision making, automation and continuous improvement. Your focus will be on enabling growth, safeguarding operational integrity and delivering a consistently high-quality client experience.
Key Responsibilities and Capabilities
Strategic Leadership
- Define and own the Client Services strategy and multi-year roadmap, aligned to group operational, commercial and growth objectives.
- Provide clear, decisive leadership with accountability for risk, performance and service outcomes at scale.
Stakeholder Influence and Governance
- Build strong, trusted relationships with senior stakeholders across Operations, trading and partner functions.
- Act as a credible advisor, influencing decisions through insight-led recommendations and clear articulation of risk, performance and opportunity.
Service Model and Client Outcomes
- Design and maintain a future-ready service model that balances quality, efficiency, cost and risk.
- Position Client Services as a provider of choice across the organisation, establishing SLAs, service standards and performance expectations with trading divisions and key stakeholders.
People Leadership and Capability
- Lead, develop and succession plan high calibre Client Services leaders with clear role accountability.
- Set expectations for leadership behaviour, performance and accountability, partnering with HR on organisational design and capability building.
Operational Excellence and Transformation
- Lead large-scale transformation initiatives including process redesign, standardisation and simplification.
- Drive automation and digital enablement in partnership with IT and Group Services to reduce cost and operational risk.
- Embed a culture of continuous improvement, data driven transparency with robust analytics across productivity, capacity, quality, service and cost.
Financial, Resource and Vendor Management
- Own cost management, ensuring sustainable growth and realisation of productivity gains.
- Govern third-party and outsourced providers with clear performance, commercial and value expectations, continually assessing supplier strategies.
Experience and Expertise
- Extensive experience in senior operational leadership roles, including Client Services, within complex and regulated environments.
- Proven ability to define and deliver service strategies at scale.
- Strong people leadership capabilities, with experience embedding new processes and technologies through effective upskilling.
- Demonstrated expertise in performance analytics, workforce planning and large-scale operational transformation.