Global Operations Director

1 day ago

Johannesburg, Gauteng, South Africa FNZ (UK) Ltd Full time

About the Role

We are seeking a highly experienced and skilled Global Operations Director to lead our Transfer Agency Operations team. The successful candidate will be responsible for directing all designated Operational Pillars, appropriate operations team, and operations location to be accountable for the end-to-end service for Corporate/Retail Clients on behalf of FNZ.

The role holder will be accountable for all Transfer Agency Operations areas, regulatory, and financial risk within their remit, across all teams and processes that fall under their operational areas. They will also be accountable for all Transfer Agency Operations areas changes that take place within those operational areas, ensuring an effective change process from delivery through to implementation, ensuring the change is delivered effectively and compliantly.

Key Responsibilities

  1. Operational Leadership
  2. Direct the development of the Transfer Agency Operations areas purpose and ensure the function provides best-in-class operational services to clients and internal partners.
  3. Direct, challenge, and contribute to the development of short, medium, and long-term strategies (including action plans and targets) for Transfer Agency Operations areas.
  4. Direct and oversee the Change Governance of technology solutions that meet the objectives of the business but allow the firm to be scalable, productive, meet service delivery standards, and compliant for future changes, upgrades, and enhancements.
  5. Direct and oversee Transfer Agency Operations leadership management strategy, culture, services, and methodology to adjust to changing regulations and expectations, ensuring the team is fully motivated and has clear career paths and direction.
  6. Relationship Management
  7. Direct senior relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.
  8. Direct ownership of the internal stakeholders and positively manage the relationships globally to create a positive, collaborative, and engaged relationship.
  9. Direct the relationship with external stakeholders in relation to operational areas issues, service standards, change, and risk, including clients, custodians, consultants, potential clients, third parties, regulators, and non-executive directors.

Process Management

  1. Lead Transfer Agency Operations areas resilience within the first line of defense and deliver reporting/evidence to the COO or governance forums to evidence standards achieved.
  2. Direct and lead the error management process, including management of major errors, escalation, analysis, and reporting, direct and lead the delivery of KPI/KRIs in relation to customer contractual terms, taking action to prevent failure, through control and oversight of the activities completed by the Transfer Agency Operations areas under the role holder's remit; and deliver reporting/evidence to the Operations Director to evidence standards achieved.
  3. Direct the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivering and milestone completion for Transfer Agency Operations areas.
  4. Direct and lead the management of Transfer Agency Operations areas risk management, covering Control Attestation, Risk Event, and Breach Reporting, ensure accurate and timely reporting, with focus on prevention; and deliver reporting/evidence to the Operations Director to evidence standards achieved.
  5. Ensure appropriate engagement for Audits, Client Visits, or any material meetings or engagements, where the role holder or the Transfer Agency Operations areas represent FNZ.
  6. Direct and lead the implementation and maintenance of operational controls within Transfer Agency Operations areas to reduce errors and mitigate potential for fraud; and deliver reporting/evidence to the Operations Director to evidence standards achieved.
  7. Direct and lead the effectiveness of controls for handling client assets and client money within Transfer Agency Operations areas; and deliver reporting/evidence to the Operations Director to evidence standards achieved.
  8. Direct compliance with legislation and regulation in relation to asset servicing operations; and deliver reporting/evidence to the Operations Director to evidence compliance.

People Development

  1. Lead and direct the development of the Transfer Agency Operations areas through development/training plans, skill base management, feedback, and coaching.
  2. Lead and direct the management team for Transfer Agency Operations to ensure exceptional delivery, through accurate, timely, and controlled service to both internal and external clients.
  3. Manage the performance of all direct reports, addressing (alongside HR) performance issues in a timely manner to ensure that we minimize any client or operational impact.
  4. Encourage a culture of collaboration, supportive challenge, and discussion through openness and ethical decision-making.
  5. Ensure compliance with all mandatory training is completed in a timely fashion.
  6. Lead and direct the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.

Governance and Compliance

  1. Design and provide relevant and timely reporting to Boards and Committees as required.
  2. Lead all Transfer Agency Operations areas governance meetings to ensure effective outcome and escalations.
  3. Participate and chair governance meetings to ensure that FNZ is driving the right behaviors, as outlined in the FSCA handbook, to mitigate risk to the business.
  4. Participate and chair corporate service meetings to ensure that FNZ is driving the right client engagement and behaviors, as outlined in the SDD and TOM, to deliver first-class service to our clients.
  5. Participate and chair change meetings or release boards to ensure that appropriate understanding, actions, testing, and readiness to deliver and implement change.
  6. Ensure FNZ is driving the right client engagement and behaviors, as outlined in the SDD and TOM, to deliver first-class service to our clients.

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