Delivery Operations Associate Manager

Skill required: Capital Markets Services - Asset Servicing

Designation: Delivery Operations Associate Manager

**Qualifications:**BCom

**Years of Experience:**10 to 14 years

What would you do

• Lead reporting and governance by delivering accurate insights, driving governance forums, and escalating key risks, issues, and improvement opportunities.

• Own client management by maintaining strong stakeholder relationships, ensuring SLA performance, and leading timely issue resolution and escalations.

• Manage and develop high-performing teams through clear direction, coaching, accountability, and continuous capability building.

• Drive process excellence through standardization, continuous improvement, and strong adherence to risk, control, and contractual requirements.

• Relevant experience in capital markets, investment banking operations and service management.

• Strong team management and people leadership skills, with the ability to coach, develop and drive accountability across teams.

• Strong client and stakeholder management skills, with the ability to build credibility, manage expectations and lead issue resolution.

• Ability to engage effectively with senior management through concise communication, clear governance updates and actionable management insights.

• Strong understanding of SLA, KPI and KRI governance, performance management, controls review and reporting disciplines.

• Experience in management reporting, governance and analytics, with the ability to interpret trends, risks and performance outcomes.

• Understanding of process management, continuous improvement, contractual requirements and control frameworks within a service delivery environment.

• Ability to identify, drive and close automation opportunities that create team capacity and enable the team to absorb additional tasks as required.

• Excellent verbal, written and presentation skills, with the ability to tailor communication for clients, teams and senior leadership.
  BEHAVIOURAL COMPETENCY REQUIRED:

• Results-oriented with a strong sense of ownership and accountability.

• Strong attention to detail and commitment to data accuracy.

• Analytical mindset with sound reasoning and problem-solving capability.

• Client-focused approach with the ability to manage stakeholder expectations professionally.

• Continuous improvement mindset with the ability to identify and support innovation opportunities.
  FUNCTIONAL RELATIONSHIPS:
  INTERNAL: Operations teams, delivery leads, process owners and internal management.
  EXTERNAL: Client stakeholders.

  BACKUP:
  Cross-training and backup coverage should be maintained to ensure continuity of reporting and governance deliverables during planned or unplanned absences.

• Lead delivery of internal and client reporting across multiple clients and governance cycles, ensuring outputs are timely, accurate and complete.

• Oversee team execution across multiple clients to ensure operational data is captured, validated and submitted in line with agreed timelines and quality standards.

• Review and approve governance packs and client presentations across the client portfolio, ensuring content is accurate, insightful and aligned to stakeholder expectations.

• Establish strong review controls to ensure data integrity, consistency and audit readiness across reporting and governance outputs for multiple clients.

• Act as the primary coordination point for client stakeholders, internal teams and management across multiple clients, ensuring clear communication, issue resolution and timely escalation.

• Provide direction, oversight and support to team members, ensuring responsibilities are executed effectively and consistently across multiple clients.

• Review team performance against KPIs, KRIs and SLAs across multiple clients, identifying gaps, driving corrective actions and ensuring delivery commitments are met.

• Analyse trends, risks and performance variances across multiple clients to identify improvement opportunities, strengthen controls and enhance operational effectiveness.

• Maintain reporting standards, KPI/SLA definitions and governance processes to ensure consistency, transparency and alignment across multiple clients.

• Support ad hoc governance, analysis and stakeholder requests across multiple clients, while balancing delivery with business priorities and management expectations.