Head of Delivery (Night Shift)

Sonata One is a rapidly scaling, regulated fund services and technology (fintech) business.  We're The Private Funds Clearinghouse, connecting more than 53,000 investors with 6,500 funds and 180 fund managers around the globe. Our vision is to change the paradigm of private markets investing through harmonising the end-to-end investment process within one platform. Investors benefit from a seamless, one & done experience across the fund lifecycle (from fund selection and subscription through to settlement and reporting) underpinned by a globally compliant KYC passport and 24/7 support. Fund managers can raise capital faster at a lower cost from a wider pool of pre-approved investors.  Founded in 2015, Sonata One has a presence in eight locations worldwide including the US, UK and Luxembourg, Guernsey, South Africa and Mauritius.    

We operate as #OneGlobalThread in line with our values: We challenge the norm, we change the way we think and work, by connecting systems and people, while committing to our vision and each other. We are now looking to recruit an experienced Head of Service Delivery to join our global team. 

Hours: 22h00 – 06h00 

Position Overview:   

As Head of Service Delivery (Night Shift), you will motivate performance above our group Service Level Agreement and Key Performance Indicators by motivating our team. You will continuously be seeking to improve our processes and evolving our technology.  

We operate 24 hours a day to support our clients and their investors wherever they are in the world.  You will oversee all Client Services teams on the night shift, as well as direct line management of various operational teams across multiple shift times. 

Responsibilities:   

People 

• Recruit, lead and manage a high-performing team of qualified analysts and SME's delivering high quality client service


• Build and maintain effective client relationships under-pinned by high-quality service execution


• Monitor and maximize the productivity of all reporting teams & employees building a environment of continuous improvement, leading from the front. 


• Ensure that all staff are working within the specified processes 


• Interact with clients, lawyers, investors, and administrators effectively and professionally 


• Work with our Chief Operating Officer and the People Team to identify and support the productivity and training needs of colleagues and, occasionally, clients within agreed timescales 


• Actively encourage a culture of continuous improvement through new ideas 


• Clearly own the local delivery of our services in the view of clients and your team members 


• Collaborate with cross-functional teams to ensure seamless integration of KYC procedures within business operations 


• Foster a culture of compliance, accuracy, and efficiency within the KYC teams 


• Ensure a positive customer experience while adhering to compliance requirements 

 
Process 

• Ensure that all activities are undertaken within a systemized and defined process with robust reportable metrics. 

• Continuously improve the efficiency, control, and timeliness of our delivery 

• Act as the central point of contact for all procedural and subject matter questions relating to our operational service lines 

• Experience working with internal or external clients and understanding the importance of teamwork 

• Familiarity with technology solutions, in particular use of a service desk solution (we use HubSpot)  

• Be part of a competent and knowledgeable team who meet or exceed clear metrics 

System 

• Maximize the use of technology in all operational processes in order to control risk and improve efficiency 

• Understand the system design and how it is applied 

• Suggest technology improvements in pursuit of efficiency 

• Act as the central point of contact for Sonata One process maps and guides relating to operational service lines. 

• Generate regular reports on service performance, including key metrics and areas for improvement 

• Analyse data to identify trends, patterns, and areas for optimization 

Qualifications & Experience: 

• Knowledge of KYC/ Due Diligence and an understanding of complex fund structures 

• Proven experience in delivering results within the financial services industry, particularly private markets 

• Strong understanding of regulatory requirements and industry best practices 

• Excellent leadership and team management skills 

• Highly effective communication (fluent spoken and written English) and collaboration skills 

• A proven leader, with influencing and problem-solving skills 

• Methodical approach, with an organised outlook on work and the ability to work with minimal supervision 

Nice to have: 

• Management qualification or relevant certifications 

Being part of Sonata One provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We’re not a big corporate. Everyone has an important role to fulfil, and your contribution will be an integral part of our success story.    

Benefits:    

• Private Medical Insurance – Comprehensive coverage to support your health 

• Life Insurance – Peace of mind for you and your loved ones 

• Income Protection – Financial support when you need it most 

• Hybrid Working – Supporting work/Life Balance 

• Annual Leave – With extra days that grow the longer you’re with us 

• Pension Scheme – Employee matched helping you plan confidently for the future 

• Wellness Budget – Investing in your health with a gym membership 

• Employee Assistance Program – Confidential, 24/7 support for life’s ups and downs 

• Enhanced Maternity, Paternity & Adoption Leave – Because family matters 

• Career Training & Development – Ongoing learning opportunities to help you grow 

• Paid Volunteering Day – Take time to give back to causes you care about