Head of Delivery

The Role

We are seeking an experienced and skilled Head of Service Delivery to lead our Fund Services team. The successful candidate will be responsible for driving exceptional service delivery, managing client relationships, and overseeing the day-to-day operations of our fund services business.

Responsibilities

• Lead and manage the Fund Services team, providing guidance, coaching, and development opportunities
• Develop and implement service delivery strategies to meet client needs and business objectives
• Foster strong relationships with clients, understanding their needs and delivering tailored solutions
• Oversee the delivery of fund administration, accounting, and reporting services
• Ensure high-quality service delivery, meeting SLAs and client expectations
• Collaborate with internal teams, such as Sales, Marketing, and Product Development
• Stay up to date with industry trends, regulatory changes, and best practices
• Manage budgets, resources, and workflows to optimize efficiency and productivity
• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Responsible for co-ordination and flow of information with other business units (interfaces)
• Assist in providing support to various department within the organization pertaining to process improvements
• To understand the requirement of the country documentation and devise guidelines / SOP to the teams to ensure compliance.
• Evaluate, and recommend operational changes to raise both efficiency of service offering to clients and achieve cost effective, profitable service levels in all profit centres.
• Evaluate, implement, and manage all operational systems to ensure they are implemented effectively and utilized correctly on an on-going basis.
• Reviews SLA's with countries periodically.
• Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers.
• Organise appropriate shifts and manning levels to meet business requirements.

Qualifications

• 8-10 years of relevant experience in a compliance discipline is required Finance, Fund-Administration or FinTech sectors are highly regarded.
• Sound knowledge of SFC authorised funds and fund manager code of conduct is necessary.
• Ability to work well with various business units and internal teammates is crucial.
• Fluency in verbal and written English and Chinese; Mandarin Proficiency is an advantage.
• Strong Training and audit skills
• Good Management Skills to motivate the team to deliver excellent results.
• Able to work under pressure and enjoy working in a fast-paced environment.
• Excellent written and verbal communication skills and excellent interpersonal skills with the ability to interact with people at all levels and work in multi – cultural work environment.
• Strong analytical, interpersonal, and problem – solving skills working within a matrix structure.