Strategic Leadership & Business Ownership
- Provide strategic direction for investor onboarding operations aligned with business objectives
- Own and drive delivery outcomes across multiple teams or workstreams
- Identify and execute transformation and automation initiatives to improve efficiency and scalability
- Contribute to broader organisational strategy and represent the function in senior leadership forums — including input to headcount planning, capacity modelling, and technology investment decisions
- Drive commercial awareness by identifying opportunities to enhance client experience and service offering
- Actively participate in client pitches, RFP responses, and service expansion discussions to
Operational Excellence & Delivery Governance
- Ensure consistent achievement of SLAs, KPIs, and quality benchmarks
- Oversee high-volume and complex onboarding pipelines, ensuring timely delivery
- Establish robust governance frameworks, controls, and reporting mechanisms
- Drive continuous improvement initiatives and operational efficiency programs
- Manage operational risk and ensure adherence to internal control frameworks
- Own MI and reporting to senior leadership, including capacity utilisation, productivity metrics, and risk indicators across RDC delivery teams
AML/KYC & Risk Leadership
- Provide advanced oversight on AML/KYC processes and regulatory compliance
- Act as escalation point for high-risk, complex cases and regulatory matters
- Ensure consistent application of global and local regulatory standards across jurisdictions including Luxembourg (CSSF), Cayman, Singapore (MAS), Hong Kong (SFC), Australia (ASIC), Channel Islands (JFSC), and others as scope requires
- Lead audit, compliance reviews, and regulatory interactions where required
- Drive a strong risk culture with zero tolerance for control failures
People Leadership & Talent Development
- Lead, mentor, and develop multiple teams and people managers
- Build a strong leadership pipeline and enable succession planning
- Foster a high-performance, inclusive, and engagement-driven culture
- Drive talent development initiatives, training programs, and capability building
- Hold accountability for workforce planning, capacity management, and productivity
Stakeholder & Client Management
- Build and maintain strong relationships with senior stakeholders and clients
- Act as a trusted advisor for client onboarding strategy and issue resolution
- Collaborate with global teams, compliance, and business leadership
- Represent onboarding operations in client discussions, governance calls, and business reviews
- Influence decision-making through data-driven insights and recommendations
- Support commercial and business development activity including fund administrator RFP processes and due diligence questionnaire responses
Quality Assurance & Control Framework
- Ensure robust quality assurance processes and review mechanisms
- Monitor delivery quality and implement corrective and preventive actions
- Maintain global standards and consistency across teams
- Oversee management information (MI), reporting, and data analytics
Transformation & Innovation
- Lead digital transformation and process optimization initiatives
- Leverage technology solutions — including workflow tools, AI/automation, and CLM platforms such as Fenergo — to enhance onboarding efficiency and investor experience
- Promote innovation culture and continuous process evolution
- Partner with technology teams on system enhancements and implementations
