Associate Director - Managed Services - Global Support Team

- The successful applicant will be responsible for setting up and leading the Managed Services - Global Support Team, encompassing Quality Assurance, Technical Training and Change Control functions. The role-holder will be responsible for ensuring a robust delivery framework in Quality, Training and Change for both new projects (including transitions), and existing projects, thus, supporting operations team in delivering world-class operating model basis strong domain capabilities in field of Risk Management.

- The ability to engage, communicate and inspire confidence in leadership together with strong people management skills and experience are therefore essential, with a demonstrable track record of having successfully led a large team in an operation environment.

- In addition, the role will be required to build a firm grasp of our technology product (BPMO) to support the delivery into the operation, with a focus on process standardisation and improvement to ensure our services are delivered to a high quality at as low a cost as possible.

- The role will involve influencing across several internal functions e.g. Operations, Design and Set Up/Transition, other Business &Operation engagements within BIG 4 CLIENT member firms, so the ability to proactively build and maintain strong internal strategic networks will be key to the success of the role.

- This role will operate on a - large complex- or - large simple- engagement as per operating model examples.

- Create a Global Framework for BIG 4 CLIENT Managed Services covering Quality Assurance, Technical Training and Change Control across Service Lines

- Building core knowledge in team during set up and shaping activities as well exiting projects, working closely with Delivery teams and Transition Manager

- Dealing with growth and expansion as per capacity plan leading the activity in liaison with BIG 4 CLIENT Delivery and Operations Leads

- Ensure the delivery teams are resourced with sufficient well trained and well-motivated staff, and are developed to their potential in line with current and predicted operational needs

- To effectively shape and manage process for the client across sites, ensuring a high level of quality performance across projects.

- Act as a KYC subject matter expert on compliance, regulatory regulations and global KYC requirements;

- Maintaining an external focus and strong network within the industry to identify trends in QA

- Demonstrate flexibility to lead and manage activities across sites

- Develop potential for progression/succession in next few years

- Maintenance of Service Levels in onshore department and by overall engagement, ensuring a high level of customer service at all time

- Identify and diagnose sub-optimal business performance

- Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client

- Initiate and promote improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximise productivity gains

- Aim to operate at industry best practice level, where available

- Constantly seek opportunities to digitise the existing process

- Clear vision, understanding and proven track records of Quality and Training Functions in Risk Domain

- Strong analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business.

- Budgeting, forecasting and planning experience in an operational environment

- Commercial Awareness

- Strong presentation skills

- Strong focus on results-led management

- Strong project management skills

KPI :

- Quality Performance across Projects as per SLAs

- Profitability of business by controlling costs, losses and margins

- Resource Management and staff turnover rate below xxx%

- Adherence to regulatory requirements

Key Competencies :

- Integrity

- Planning & Organising

- Interpersonal Effectiveness

- Leadership

- Decision Making

- Change Agent

- Customer Focused

- Commercially Focused

- Driving Results