Investment Middle Office Services Delivery Vice President

As an IMOS Service Delivery Vice President within Client Account Services (CAS), you will lead the end-to-end delivery of client account reference/static data readiness for Investment Middle Office Services clients. The CAS IMOS Service Delivery team supports a broad range of client types across our global footprint, coordinating account lifecycle and onboarding requests ranging from product expansions and new account launches to onboarding of new third parties and account/fund closures.

This role has direct people leadership responsibility and requires strong client relationship management skills, operating as a senior point of contact for delivery execution, governance, and escalations. You will partner closely with internal stakeholders across business, operations, technology, and change functions to translate client requirements into accurate, controlled, and timely setup-to-market outcomes, while driving continuous improvement to enhance the client experience and increase straight-through processing.

Job responsibilities

• Own the end-to-end client experience for account reference/static data onboarding and lifecycle requests, ensuring timely delivery, quality outcomes, and high client satisfaction.
• Serve as a senior client-facing point of contact: manage expectations, communicate delivery progress, and handle escalations to resolution with transparency and control discipline.
• Coordinate client account lifecycle events across stakeholders, including new account setup, fund launches, segregated mandates, onboarding of new third parties, and closures.
• Lead and develop a London-based team with direct reports, including coaching, performance management, objective setting, capacity planning, and building a strong culture of accountability and continuous improvement.
• Act as the key liaison across functional teams (Client Services, Operations, Technology, Change Management), ensuring clear ownership, prioritization, and execution against agreed deliverables.
• Lead client and internal governance calls; drive implementation milestones/tollgates, dependency management, risk/issue tracking, and structured escalation paths.
• Deliver clear, audience-appropriate reporting internally and externally (status, next actions, risks/issues, decisions required, and timelines).
• Drive process and operating model improvements to reduce rework, strengthen controls, improve data quality, and increase straight-through processing.

Required qualifications, capabilities, and skills

• Proven client relationship management experience, including senior stakeholder engagement, expectation management, and issue/escalation leadership in a delivery environment.
• Demonstrated people leadership experience managing direct reports (hiring/onboarding, coaching, performance management, and team development).
• Strong delivery management skills with the ability to structure and run multiple concurrent priorities in a fast-paced, changeable environment.
• Ability to build strong partnerships with clients and internal stakeholders across business, operations, technology, and change in a matrix organization.
• Strong analytical/problem-solving skills with disciplined execution against daily SLAs and deadlines.
• Excellent communication skills (written and verbal) with the ability to tailor messaging for clients, operations, technology teams, and senior management.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word).