Global Delivery Senior Operations Lead, Managing Director

Role Summary

This is a key leadership role in Italy dually reporting to the regional EMEA Head of Custody and Head of Global Delivery for Italy. The position oversees a set of GD Custody activity in Italy across multiple functions working in close collaboration with the regional and global GD leadership team to drive excellence in service delivery to our clients, optimize operating models, reduce risk, and drive strong employee engagement as well as ensuring that local jurisdictional client, regulatory and product requirements are met. 

Primary Job Duties and Responsibilities

• Ensure effective operations delivery day to day across a group of custody operations of GD including owning interactions with respective global custody functional leads as required.

• Drive a culture of risk excellence including ‘speak up’, open and transparent communication, timely escalation and remediation of issues as they arise.

• Develop a sense of belonging where teams operate as ‘One State Street’ beyond functional structures to share knowledge, drive best practice, and create rotation opportunities.

• Management of seconded employees as appropriate as well as holding external service providers accountable for operational deliverables that we will rely on them to provide.

• Implement adequate processes to ensure teams achieve internal and external SLAs/KPI’s and ensure that delivery teams are properly staffed and positioned to deliver upon commitments including partnering and influencing functional leadership.

• Contribute to target operating model design to achieve consistent service delivery standards and technology aligned with global model to deliver service excellence whilst driving efficiency and reducing bespoke models.

• Implement appropriate oversight procedures and business controls to ensure compliance with internal and external outsourcing regulations

• Act as senior service delivery partner to the GD and Italy Country Heads to ensure that the GD organization is represented at the country leadership table and provides senior level service delivery engagement with clients and prospects.

• Act as senior local escalation point for client and service delivery issues and bring all players together across GD and the broader organization to own and drive remediation.

• Proactively engage in client solution initiatives and GD Simplification to ensures new business opportunities are properly supported and executed.

• Manage and take ownership of risk including ops, compliance, regulatory & audit requests

• Support continuous improvement client change /innovation with operational subject matter expertise, ensure thorough impact assessments are completed and solutions are implemented as per client expectations

• Work with IS organization to drive operating model improvements, minimize manual processes and ensure optimization and standardization.

• Work with Country head and Business Continuity Director to ensure ongoing operations resiliency and contingency planning.

• Demonstrate ownership for end-to-end operating model and proactive management of internal upstream and downstream relationships with the goal of meeting / exceeding required client delivery standards.

• Responsible for execution of the overall business plan in assigned areas, including management to financial and operational efficiency budgets. 

• Given the leadership role, demonstrate strong focus in all aspects of Human Resource management including talent acquisition strategy; onboarding execution; training and development; staff rotation; span-of-control; overtime discipline; turnover reduction; feedback mechanisms; etc.

• Responsible for the direction and training of direct reports and the ongoing evaluation of their managerial performance. Drive proactive development and succession planning across all layers of Operations management.

Scope Distinction & Independent Action

• The role requires strong collaboration with Global/regional partners for local execution of global/regional operating model strategies.

Minimum Job Specifications

• Equivalent to a B.S. degree in Finance, Business, Accounting, or related field.

• Fifteen or more years of leadership experience, preferably in the financial services organization.

• Detailed understanding of Asset servicing operations

• Ability to effectively manage relationships, both within the company and externally.

• Excellent leadership, interpersonal, organizational and communication skills.

• Ability to develop business relationships with