Senior Operations Manager

Main Purpose of Job:

Oversight and continuous improvement of the operations team’s activities, focused on process and efficiency improvements, elimination of redundant or time-consuming processes, and thereby on improving and strengthening the team’s performance and value-add as internal service providers to the Asia and Middle East Partnership and their clients.

Key Responsibilities of the Job:

· Focus on team development and fostering a collaborative, supportive environment that results in higher retention and clearer promotion pathways for its members

· Monitor and review the operations and processes of the Business Support team to ensure that primary activities (e.g. turnaround of documentation, iterations between the Sales team, data entry into different systems) are outcome-focused and value adding to the business and Partnership

· Liaise with external parties / Admin Centres (esp. SS&C but including SJP Group) to identify, mitigate and avoid problems in processing client investment and de-investment at every stage of the process

· Drive changes and improvements in the Client Experience through identifying redundant activities or data that slow the documentation, onboarding and change-making processes

· Improve data archiving and security, in particular in light of sensitive client information and changes in data protection environment, but also including team process documentation and access to internal resources

· Support Partner communications, escalations and special case handling

· Building a reporting structure that analysis data to support improvement initiatives, educational advice and support to the team and wider Partnership

· Drive improvements in team outputs and reports, including but not limited to, those which are used for generating regulatory or statutory reports

· Lead generation of process flow summaries, illustrative examples, FAQs or other materials that will assist the Partnership in understanding and participating more accurately in the client servicing cycle