Group Head of Market Operations recruitment

Market Operations encompasses all activities for the end to end customer journey across all of the firm's locations and offices. Key to the role is to ensure seamless integration for all customer supporting systems and processes throughout the entire customer life cycle.  In addition to internal stakeholders of Distribution Heads, Human Resources, Service Quality, Business Operations, Compliance, Marketing, Treasury, and Legal the role will interface with various outsource providers.   As a key member of the Operations team you will have the following responsibilities:

• Operations delivery for processes and systems for customer management, end to end through the customer life-cycle
• Lead a structured approach to shift/transition individuals and teams from the current state to the desired future state
• Develop processes for the Distribution heads (including Partners) for delivery of efficient and optimised customer on boarding and servicing
• Responsible for effective communications that informs various stakeholders of the reasons for the change and leads the successful implementation
• Collaborate with internal teams to devise an effective education delivery of The Academy, training and/or skills upgrading scheme for the organisation.
• Development and implementation of Global KPI’s for all customer facing staff to support the business strategy
• Quarterly re-forecasting and tracking to the Target Operating Model
• Key functions in scope for Distribution are lead management and contact management including client administration and compliance KYC activities
• Ensure alignment of all key functions and systems
• Comply with all disaster recovery and security procedures
• Maintain personal/professional development to meet the changing demands of the role, participate in appropriate training and encourage/support staff in their development
• Ensure a positive approach to challenge and provide open and honest feedback
• In all internal and external contact, present a professional and positive image of the department and the company as well as maintaining constructive relationships
• Take all reasonable steps to ensure appropriate confidentiality
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role.

KEY SKILLS AND EXPERIENCE

• Excellent understanding of the Retail Derivatives market and Financial Services
• A proven track record of success in sales to retail customers
• The desire to work within an effective team to create and build a successful business
• 7+ years’ experience in the financial services industry
• Undergraduate degree in Finance, Commerce or Business Administration
• Completion of or enrolment in a financial services program leading to a designation is an asset.

KEY OBJECTIVES/KPIS

• TBC upon commencement of employment

Competencies

• Customer Focus
• Managing performance and tasks
• Developing people and teams
• Leadership
• Decision making
• Business acumen
• Resilience and drive
• Communication and stakeholder management