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Job Description – Head of Transfer Agency EMEA Operations – SVP
This is a unique opportunity for a transformational leader with a proven track record. Leading a team team of over 550 employees, in 5 countries, delivering Transfer Agency Operations across State Street’s EMEA client base. This leader will drive continuous process improvement leveraging industry leading technology to deliver operational efficiencies and control improvements for our clients, through the delivery of differentiated services in a fast-growing business line.
KEY RESPONSIBILITIES
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As a member of the Global Delivery team EMEA team , actively execute on daily EMEA Transfer Agency operations, including prioritized focus on continuous process improvement and leveraging best practices and tools, automation, and centers of excellence/capability units to drive operational excellence, margin improvement and outstanding client experience, while increasing capacity to support growth objectives.
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Drive a culture of innovation and transformation throughout the team and partner with Business leaders to establish strategic plans that align with the company vision and goals and obtain buy-in from all staff.
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Challenge employees to think creatively and demonstrate the advantages of centralizations, global operating model and utilizing technology within our operational areas.
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Ensure day to day service delivery and operational risk management across a range of businesses, supported by teams globally.
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Implement a scalable target operating model, leveraging a global footprint to optimize cost benefits and implement a follow-the-sun approach to deliver a truly global support model.
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Work closely with leaders of partner functions in Technology & Transformation to optimize capacity management via technology investments & managing day to day technology issues.
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Partner with Sales, Relationship & Product teams to support Executive management of key client relationships and service delivery, and new business origination and closing.
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Key leader in new business reviews, to ensure new business aligns to our existing operating model and effectively drives operational efficiencies and profit margins.
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Work closely with Product Management to establish the appropriate investment roadmap to optimize service delivery, grow capacity and establish new product features for our clients.
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Identify operational risk and formulate solutions to mitigate risk.
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Leverage KPI management to ensure all businesses are aligned with SLAs and client expectations.
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Develop leaders and create sustainable succession plans for self and direct reports.
KEY EXPERIENCE REQUIRED
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15+ years’ experience managing transfer agency operations (managing director level) in a financial services firm or for an outsource provider
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Extensive experience managing distributed teams with diverse cultures while delivering consistent service levels in a matrixed operating model.
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Proven track record of delivering transformation, driving operational efficiencies & creating scale across global operational teams via a culture of continuous improvement.
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An experienced Operational Risk Management practitioner who has consistently applied an Operational Risk Framework in Regulated environments.
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Experience of building, calibrating, and managing to Service Level Agreements with external clients or internal stakeholders
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Experience in operational organizational design and execution.
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Strong leadership and interpersonal skills and track record of strategic problem-solving
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Experience of managing complex budgets and financial forecasting
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