Delivery Lead - Risk (Senior Manager) - Integrated Services

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Job description

Our Internal Firm Services & xLines of Service teams provide a vital role, making sure we have all the right resources, services and technology to be the leading firm. These teams play a key role in helping the firm go to market quickly, delivering exceptional value to the rest of the business. We are investing in our support teams to create a modernised and business-centric organisation, building on what we do well already, and a major component of this will be the formation from 1 December of a new Integrated Services function. This will combine a number of our existing IFS & xLoS teams, and bring together people, processes and technology to join up our everyday services, improving the user experience for everyone across the business.

A career in Integrated Services, within our IFS & xLoS teams, will provide you with the opportunity to help lead and transform how our support teams connect up and work together with the LoS, eliminating barriers and creating even greater value for the firm.

• As a firm we continue to transform the services we deliver; including those across the breadth of our internal support functions. A key part of this ongoing journey will be the creation of a new 'Integrated Services' team. Over time this new team will hold delivery responsibility across a range of critical business processes and capabilities from our core support functions - including Finance, HR, and Technology.

• We are looking for an experienced Integrated Services or Risk Management/Compliance professional to manage services delivered by the new 'Integrated Services' team to our firmwide Risk teams. The Risk Delivery Lead will be the day-to-day point of contact within Integrated Services working alongside a Functional point of contact to ensure the quality and timely delivery of services - identifying customer needs, setting and delivering against clear quality objectives, and establishing the delivery of processes as the new organisation grows. They will play a key role in maintaining strong customer relationships and improving our services to maintain customer satisfaction as the scope of work broadens over time. Whilst doing so, ensuring high standards of service outcomes, customer satisfaction, adherence with functional standards and policy; and driving continuous improvement will be critical.

• The Risk Delivery Lead will sit within Integrated Services, reporting to the Head of Service Management and Delivery. They will be responsible for managing relationships with a number of Functional contacts, primarily the designated 'single point of contact' for Risk. They will also be expected to engage with end users and service providers (vendors) whenever appropriate

Key Responsibilities

The Risk Delivery Lead will manage Integrated Services' delivery to the Risk Management Function. They will be the primary channel of communication for Risk customers; responsible for maintaining strong relationships and co-defining how to deliver services which match desired business outcomes. They will oversee day-to-day service provision through the management of the core service provider - as well as ensuring quality objectives are met through leading regular governance, performance reporting, issue escalation and remediation. They will be expected to drive continuous improvement activity, supported by the specialist Continuous Improvement and Quality team within Integrated Services. The role holder will also be expected to work closely with the Transition and Sourcing team to identify opportunities and onboard new services and processes over time.

The scope of our Integrated Services organisation from 1 December will include some everyday services from Risk Management, Secretarial Solutions and Technology services - and the Risk Delivery Lead will be responsible for the quality of services delivered to Risk customers, but also be expected to work closely with peers serving other Functions, leveraging best practice across the full breath of Integrated Services capability.

We are therefore seeking an experienced Integrated Services / Shared Services professional; with a track record of successfully managing high performing teams in the Risk Management or Compliance space, preferably in highly regulated and quality driven business environments. The role will be part of our Integrated Services management team, reporting to the Head of Service Management and Delivery, and leading a team of delivery professionals (the size of which will be determined by the scope of services, which may grow over time)

The core responsibilities for this role will include:

• Leading the day-to-day delivery of services to our internal customers

• Managing key relationships both with Functions and service providers (vendors) wherever appropriate

• Running relevant governance structures, and ensuring achievement of SLAs and KPIs including performance reporting, issue escalation and orchestration of any remediation activity in conjunction with the Service Management Lead

• Managing service providers and vendors to contractual performance

• Setting (with the Service Management lead and Continuous Improvement lead) the ongoing optimisation plan for each area of service, and driving continuous improvement across relevant processes

• Contributing to the development and ongoing evolution of a comprehensive Transition and Sourcing strategy for Integrated Services, lending Risk and Compliance experience to the Transition and Sourcing team where necessary

Experience Required:

• Experience in a similar role or extensive experience managing operations in a Risk Management or Compliance environment

• Experience of working in a Business Services or Shared Services environment, preferably within a multifunctional organisation

• Experience in operational management including leading large teams, resource planning and demand management

• Experience of delivering operational improvement outcomes, supported by associated methodologies such as Lean, SixSigma or equivalent

• Experience of managing customer relationships including orchestration and leadership of governance forums

• Experience of operating in professional services or other matrix environments, and in a highly regulated industry

• Experience of negotiating and influencing outcomes at a senior level

• Experience in the development of high-performance cultures

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