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About the role
Key responsibilities & impact- Own the design, governance, and continuous improvement of all processes within the Service Operations function.
- Focus on transitioning the organization from individual, "hero-based" efforts to scalable, repeatable, and auditable systems.
- Ensure that every internal workflow is documented, controlled, and systematically optimized over time.
- Standardize Service Operations workflows into a company-wide "Single Source of Truth" by creating and maintaining a structured, living library of SOPs.
- Establish and run a governance committee of Responsible individuals, Process Owners, and Contributors (RPC Board) to eliminate cross-departmental bottlenecks.
- Apply Lean and process excellence methodologies to identify and eliminate waste and redundancies in Service Operations cycles.
- Maintain and manage a prioritized improvement backlog, ranked by impact on team capacity, error rate, and client SLA risk.
- Embed compliance controls directly into Service Operations process design to ensure audit readiness.
- Act as a crucial bridge between Service Operations and Technology teams by defining clear operational requirements.
- Build data-driven capacity models to allow leadership to forecast resource utilization and future headcount needs.
- Structure all Service Operations SOPs to serve as the foundational framework for onboarding and upskilling new team members.
Requirements
What you’ll need- Process Engineering & Lean Expertise: Deep expertise in end-to-end process mapping, BPMN (or equivalent), root-cause analysis, and practical application of Lean/Six Sigma methodologies (Green Belt or above preferred).
- Industry Domain Knowledge: 3–6 years of experience in process improvement, ideally within a fund administration, transfer agency, or regulated financial services operations environment.
- Tech-Ops Translation: Strong capacity to gather friction points from operations teams and translate complex workflows into precise technical software requirements for Product teams.
- Capacity Modeling: Strong analytical mindset with the capability to interpret time-study data, define unit-times, and build data-driven predictive models to present to senior stakeholders.
- Regulatory Mindset: Ability to bake compliance requirements, automated audit trails, and risk controls directly into daily workflows (familiarity with AIFMD, UCITS, or equivalent is a plus).
- Systemic Thinking: Focuses on the global cross-functional client journey and long-term structural documentation, actively resisting temporary manual workarounds or siloed fixes.
- Proactive Accountability & Change Leadership: A self-starter who defines the structure rather than waiting for it. Skilled at guiding, coaching, and facilitating diverse stakeholders through operational change and new platform adoption cycles.
Benefits
Comp & perks- Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact.
- Immerse yourself in a fast-paced, diverse workplace where you'll have the chance to collaborate and learn from specialists across various fields, fostering personal and professional growth.
- Embrace automation and seamless tech integration in your workflows⚙, while our platform boosts operations through tech leverage, ensuring you stay ahead of the curve and updated with new technologies.
- Work in a comfortable, ergonomic environment within our spacious, modern offices where you can enjoy daily fresh fruit and coffee!
- Monthly afterworks organised by the company to unwind and strengthen team connections.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
End-to-End Process MappingBPMNRoot-Cause AnalysisData-Driven Predictive ModelsOperational Requirements Definition
Soft Skills
Proactive AccountabilityChange LeadershipCoachingFacilitation
Certifications
Lean Green Belt