Senior Manager – Operations & Delivery, Entity Management

About the role

The Senior Manager – Operations & Delivery will lead the Entity Management and Client Onboarding Delivery Team, ensuring efficient, consistent, and high‑quality service for internal and external clients. This leadership position is responsible for driving operational excellence, managing risk, and delivering on service level agreements.

Key responsibilities

• Lead, mentor and develop Associate Managers, Senior Officers and Officers, fostering a culture of performance and continuous improvement.
• Oversee delivery operations, ensuring SLA achievement, risk mitigation and service excellence.
• Implement and maintain delivery frameworks, KPIs, and quality standards for Entity Management and Client Onboarding services.
• Conduct capacity planning, workforce modelling, skills mapping and succession planning.
• Identify operational bottlenecks, drive process optimisation and reduce turnaround times.
• Manage daily workload allocation to maximise capacity utilisation and on‑time delivery.
• Lead operational risk remediation, including control enhancements, training and system improvements.
• Produce operational reporting and governance documentation for critical deadlines such as filings, renewals and statutory requirements.

Required profile

• Proven leadership experience managing senior‑level operational teams.
• Strong background in entity management, client onboarding or related financial services operations.
• Demonstrated ability to partner with cross‑functional stakeholders and drive governance initiatives.
• Excellent analytical and problem‑solving skills with a focus on process improvement.

Required skills