Robert Walters
Head of Client Delivery
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Head of Client Delivery
A leading global provider in private wealth and corporate services is seeking a Head of Client Delivery to join their London team. This pivotal role offers you the opportunity to shape operational strategy, drive transformation, and make a tangible impact across a truly international business.
With teams spanning multiple jurisdictions, you will be at the heart of delivering seamless client experiences and championing operational excellence. The organisation is renowned for its supportive culture, commitment to collaboration, and focus on unlocking value for clients through expertise and trust. You will benefit from flexible working arrangements, frequent travel opportunities, and exposure to C-suite leaders, all within an environment that values diversity, inclusion, and personal growth. If you are passionate about driving change, thrive in complex environments, and want to leave your mark on a business undergoing exciting transformation, this is your chance.
What you'll do:
- Translate strategic objectives into clear operational plans by collaborating with the Global Head of Private Wealth and Corporate as well as the Chief of Staff.
- Own the delivery operating model and continuously assess its effectiveness in light of new technology implementations and evolving business needs.
- Manage the offshore centre, balancing global service delivery requirements between onshore and offshore teams while ensuring talent alignment.
- Monitor service-level agreements (SLAs) and operational KPIs, proactively addressing file review backlogs and operational challenges.
- Collaborate with jurisdictional heads and management teams to execute against the operating model for private wealth and corporate services.
- Partner with Finance Business Partners to manage operating costs, optimise offshore utilisation, and enhance productivity across all teams.
- Support revenue growth by improving service delivery standards, increasing capacity, and fostering client retention through exceptional operational execution.
- Lead, develop, and inspire high-performing operational teams located across multiple jurisdictions while nurturing a culture of ownership, collaboration, inclusion, and continuous improvement.
- Design and implement best practice procedures for operational delivery with a focus on compliance, efficiency, automation through technology solutions, and ongoing process enhancement.
- Ensure consistent implementation of third-party outsourcing arrangements, maintaining compliance with regulatory standards and pre-approved budgets.
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What you bring:
- Demonstrated experience leading large global operations teams within financial services or related sectors is essential for success in this role.
- Proven ability to design, build, implement, and optimise operational processes from inception through to scalable execution across multiple jurisdictions.
- Strong capability in selecting and deploying technology solutions that enhance efficiency while supporting automation initiatives within complex environments.
- Comprehensive understanding of operational controls as well as risk management frameworks; practical experience applying these principles is highly valued.
- Experience managing cross-jurisdictional operational delivery including navigating multi-jurisdictional regulatory nuances is crucial.
- Effective leadership skills combined with collaborative approach; ability to work confidently alongside senior stakeholders including executive teams.
- Experience operating at senior management level with strong influencing abilities; excellent communication skills are required for stakeholder engagement.
- Skilled at driving operational discipline within service delivery environments; adept at managing high-pressure situations while prioritising complex workloads.
- Ability to inspire diverse teams located across multiple geographies; commitment to fostering inclusion, ownership, collaboration, and continuous improvement.
- Familiarity with third-party outsourcing arrangements as well as compliance requirements related to regulatory standards.
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