Senior Manager (Entity Management)

Purpose of the job

The Senior Manager Operations & Delivery is a leadership position which plays a pivotal role in driving the efficiency consistency and quality of all operational processes within the Entity Management and Client Onboarding Delivery Team. This role ensures service delivery excellence through timely delivery of services for all internal and external clients and supports the team in meeting quality requirements. The Senior Manager will implement and oversee workflow management capacity planning process optimisation operational excellence client delivery governance and operational reporting while acting as a key partner to stakeholders across the business.

Main Responsibilities

Leadership & People Management  

• Lead and mentor Associate Manager Senior Officers and Officers fostering a culture of performance accountability collaboration and continuous improvement. 

• Build organisational capability through coaching process training and career development pathways.  

• Champion workforce planning including capacity modelling skills mapping and succession planning. 

Delivery Governance and Operational Risk Management 

• Oversee all delivery operations to ensure SLA achievement risk mitigation and service excellence for all internal and external clients. 

• Anticipate operational risks and lead remediation including control enhancements training and systems improvements. 

• Oversee daily team operations and allocate workloads to ensure optimal capacity utilisation and on-time delivery.  

• Implement and maintain delivery frameworks SLAs KPIs and quality standards for Entity Management and Client Onboarding services.  

• Monitor operational bottlenecks and proactively drive solutions to improve throughput and reduce turnaround time.  

• Ensure critical governance deadlines (filings renewals statutory obligations) are met with zero lapses. 

• Provide strategic oversight on escalations ensuring rootcause elimination rather than onetime fixes. 

Process Improvement & Continual Improvement  

• Lead continuous improvement initiatives to enhance efficiency accuracy and standardisation across processes.  

• Maintain and update process documentation SOPs and internal controls.  

• Perform regular quality reviews and erroranalysis to identify training or process gaps.  

• Support automation and digitalisation initiatives within Entity Management. 

• Foster a culture of collaboration knowledge-sharing and mutual respect. 

• Act as the single point of accountability for service performance and delivery outcomes. 

• Influence senior stakeholders and challenge demand where needed. 

• Support transitions scope changes and new service implementations. 

Stakeholder Management  

• Act as the primary point of coordination for delivery tracking client escalations and operational queries. 

• Collaborate with cross-functional teams across Ocorian Group to ensure smooth endtoend service delivery. 

• Engage with global stakeholders to understand evolving needs and translate them into operational solutions. 

• Represent the Entity Management and Global Onboarding Delivery team in committees projects and cross-functional initiatives. 

Data Reporting & Insights  

• Provide strong operational insights and recommendations to the Head of Entity Management to support strategic planning. 

• Oversee operational analytics including KPIs capacity cycle times quality metrics and risk indicators.  

• Communicate insights and recommendations to senior leadership enabling informed decision-making.  

• Ensure system accuracy and use data to drive forecasting planning and process optimisation. 

Technology Enablement & Transformation 

• Seek feedback from clients and colleagues to identify opportunities for operational enhancements. Drive the implementation of best practices and new technologies to ensure Ocorian remains at the forefront of client service. 

• Drive continuous improvement standardization and transformation initiatives. 

• Lead automation and digitalisation initiatives to increase efficiency reduce manual effort and strengthen governance controls.  

• Champion adoption of technology platforms (e.g. entity management systems workflow tools dashboards).  

• Partner with Technology teams to influence system design integrations and enhancement projects 

Profile and Key Competencies 

• Highly Collaborative: Thrives in team environments values diverse perspectives and actively contributes to the collective success of cross-functional initiatives. 

• Proactive Approach: Takes initiative anticipates challenges and acts swiftly to address client needs before they become issues. 

• Problem Solver: Demonstrates strong analytical and critical-thinking skills comfortable navigating complexity to deliver pragmatic and innovative solutions. 

• Social and Networking Skills: Possesses natural interpersonal skills builds rapport quickly and maintains a broad network of relationships both internally and externally. 

• Credible and Trusted: Commands respect through integrity expertise and reliability; consistently delivers on commitments to clients and colleagues. 

• Communication: Excellent verbal and written communication skills able to explain complex operational concepts in a clear and engaging manner to clients at all levels. 

• Adaptability: Comfortable with change able to pivot strategies and approaches in response to shifting client needs and market dynamics. 

• Client-Centric Mindset: Passionate about delivering exceptional service and value always keeping the clients best interests at heart. 

• Emotional Intelligence: Reads the room manages conflict diplomatically and builds trust through empathy and active listening. 

• Strategic Thinking: Looks beyond daily operations to identify trends risks and opportunities that can drive long-term client satisfaction and business growth. 

Qualifications :

• Bachelors degree in business administration or related field 

• Relevant professional qualification such as CGI ACCA etc would be an advantage  

• 8-10 years experience in service delivery or shared services ideally within financial services industry 

• Excellent people management skills with ability to drive high performance culture accountability and service delivery excellence 

• Excellent stakeholder management and communication skills 

• Strong influencing and negotiation skills 

• Proven experience managing complex multiregion stakeholders 

• Understanding of global delivery models and SLAs 

• Strategic mindset with strong operational execution capability 

Key Performance Indicators (KPIs) 

• Client satisfaction scores and feedback 

• Operational service delivery against agreed SLAs 

• Resolution time for client issues and escalations 

• Proactivity in identifying and implementing operational improvements 

• Level of internal and external stakeholder engagement 

• Employee engagement and retention  

Additional Information :

All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful.  These are:

• We are CLIENT CENTRIC Clients are at the centre of our world and were committed to providing expertise and specialist solutions to meet their most complex challenges.
• We are AMBITIOUS We aim high. We think and act globally seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
• We are AGILE We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple efficient and effective.
• We are COLLABORATIVE With a curious mindset we ask the right questions to get to the right solution for our clients faster. We collaborate to win together and share our successes.
• We are ETHICAL We behave with integrity at all times and assume positive intent building trust through responsible actions and honest relationships.

Equal Opportunities for Everyone

Please let us know if theres anything we can do to make the process easier for you. You can reach us at .

Were an equal opportunity employer. All applicants will be considered for employment without attention to age ethnicity religion sex sexual orientation gender identity family or parental status national origin or veteran neurodiversity or disability status.

Remote Work :

No

Employment Type :

Full-time