Why This Role Is Important

Key Responsibilities

• Support daily operational delivery across assigned processes, ensuring work is completed accurately, on time, and in line with established procedures and service expectations.
• Monitor production workflows, calendars, queues, deliverables, and exceptions to ensure operational activities remain on track.
• Perform review, validation, and quality checks on operational outputs, reports, data, transactions, documentation, or other deliverables as required.
• Investigate and resolve operational issues, discrepancies, queries, and exceptions, escalating risks or delays appropriately.
• Act as a point of contact for internal teams, business partners, client-facing groups, and other stakeholders on operational matters.
• Support adherence to policies, procedures, controls, service standards, and regulatory or compliance requirements applicable to the function.
• Maintain and update process documentation, standard operating procedures, checklists, trackers, and control evidence.
• Track, review, and report operational metrics, including volumes, timeliness, quality, aging items, service levels, issue trends, and key risk indicators.
• Identify process gaps, control weaknesses, recurring issues, or inefficiencies, and recommend practical improvements.
• Participate in operational change initiatives, process migrations, system enhancements, automation opportunities, and continuous improvement projects.
• Support internal and external audits, risk reviews, control testing, client due diligence, business continuity activities, and remediation actions as required.
• Collaborate with teams across locations and functions to ensure consistent execution, effective handoffs, and timely issue resolution.
• Provide guidance, training, and knowledge-sharing to junior team members, helping build team capability and operational resiliency.
• Contribute to a culture of ownership, accountability, service excellence, risk awareness, and continuous improvement.

Qualifications

• Bachelor’s degree in Business, Finance, Accounting, Economics, Operations, Commerce, or a related discipline; equivalent professional experience may be considered.
• Typically 10+ years of experience in operations, financial services, global delivery, shared services, business process operations, middle office, back office, client operations, risk/control, or a related environment.
• Experience managing or supporting daily operational deliverables in a deadline-driven environment.
• Strong understanding of operational procedures, quality checks, service levels, issue management, and control expectations.
• Ability to review data, identify exceptions, analyze root causes, and recommend practical solutions.
• Strong written and verbal communication skills, with the ability to engage stakeholders across teams and locations.
• Proficiency in Microsoft Office, especially Excel, Outlook, PowerPoint, and Word.

Preferred

• Experience working in a global delivery, shared services, financial services, investment services, banking, asset servicing, or business operations environment.
• Exposure to operational risk, audit, compliance, control testing, procedure management, or quality assurance activities.
• Experience using workflow, reconciliation, reporting, case management, dashboarding, data analysis, or enterprise operations platforms.
• Familiarity with process improvement, automation, Lean, Six Sigma, Agile, or change management practices.
• Experience supporting cross-location teams, process transitions, client onboarding, system implementation, or business transformation initiatives.
• Working knowledge of Power BI, Tableau, SQL, Alteryx, advanced Excel, or similar tools is an advantage.