Head of Client Delivery | Private Wealth & Corporate

PURPOSE OF THE JOB The Head of Client Delivery is accountable for the safe, effective and compliant day-to-day running of the Private Wealth and Corporate business, translating strategy into consistent, scalable execution. This includes offshore centre management, designing best practices, controlled and efficient procedures, deploying them into ongoing operational delivery and a focus on continuous operational excellence by driving efficiency, automation through technology and observance of the control environment. MAIN RESPONSIBILITIES Operational Leadership and Execution - Working closely with the Global Head of Private Wealth and Corporate and Private Wealth and Corporate Chief of Staff to translate strategy into clear operational plans, priorities and measurable objectives. - Own the delivery operating model and continuously review the effectiveness of the offshore delivery model in light of new technology implementations. - Own and manage the offshore centre based in Mauritius, including the balance of global service delivery onshore versus offshore and talent requirements. - Monitor service-level agreements and operational KPIs, including the remediation of file review and operational backlogs. - As part of the Global Private Wealth and Corporate management team, collaborate with jurisdictional heads and the Private Wealth and Corporate Chief of Staff to execute against the operating model for Private Wealth and Corporates. - Collaborate with Group on the development and rollout of group wide efficiency projects, including benefits realisation. Financial Management and People Leadership - Partner with the Finance Business Partner to manage operating costs, offshore utilisation and productivity. - Support revenue growth by improving service delivery, capacity, and client retention. - Lead, develop and inspire a high-performing operational team, located across multiple jurisdictions. - Champion a culture of ownership, collaboration, inclusion and continuous improvement. - Partner with HR on workforce planning, capability, succession and retention for critical operational roles. Processes, Systems and Technology - Provide guidance, maintenance and communication, and support in the implementation of policies and procedures across jurisdictions, ensuring that they are well documented, remain current, consistent and aligned with global frameworks. - Design and implement best practice, controlled, and efficient procedures for operational delivery, focusing on continuous improvement and operational excellence. - Establish and oversee business controls process across operations, to ensure compliance with policies and procedures. - Drive efficiency and automation through the deployment of innovative technology solutions in operations. - Ensure consistent implementation and maintenance of third-party outsourcing arrangements (including intragroup) to ensure compliance to regulatory and group standards and within pre approved budgets only. KNOWLEDGE, SKILLS AND EXPERIENCE - Demonstrated experience leading and managing large global operations teams. - Proven ability to design, build and implement operational processes and procedures from the ground up. - Strong capability in selecting and deploying technology solutions to enhance efficiency and support automation. - Comprehensive understanding of operational controls and risk management frameworks, with practical experience applying them. - Experience in cross-jurisdictional operational delivery and managing multi-jurisdictional regulatory nuances. - Effective leadership and collaboration skills, with the ability to work confidently alongside senior stakeholders and executive teams. - Experience operating at senior management level, with strong influencing and communication skills. - Skilled in driving operational discipline within a service‑delivery environment, including managing high‑pressure situations and prioritising complex workloads.