Role Purpose
This role is responsible for driving operational excellence through the design, implementation, and automation of business processes. The objective is to enhance client experience, improve efficiency, reduce risk, and optimise cost structures.
Working closely with Middle Office leadership, Technology, and Private Client stakeholders, the role focuses on aligning middle-office operations with front-office requirements—ensuring seamless service delivery and scalable support for business growth.
Key Responsibilities
Process Design & Optimisation
- Partner with Front Office, Middle Office, Back Office, and Technology teams to design and optimise processes for simplicity, control, scalability, and automation.
- Identify inefficiencies and redesign workflows to enhance operational effectiveness while maintaining regulatory compliance.
- Lead the implementation of new and improved processes across the business.
Governance, Risk & Compliance
- Ensure all process changes align with internal control frameworks, risk appetite, and regulatory requirements (e.g., KYC, FAIS, POPIA).
- Maintain accurate documentation and audit trails for all process improvements and automation initiatives.
Stakeholder Engagement & Experience Enhancement
- Collaborate with Front Office teams to understand client and user journeys, identifying opportunities to improve service delivery.
- Act as a key liaison across business, operations, and technology teams to drive alignment and execution.
Process Ownership & Control
- Define clear process ownership across Middle and Front Office functions.
- Establish performance standards, control points, and escalation protocols.
- Ensure data accuracy and integrity across integrated systems post-implementation.
- Lead root cause analysis on process failures and implement corrective actions.
Change Management & Delivery
- Support and drive change management initiatives to ensure successful adoption of new processes.
- Deliver training to relevant teams and ensure updates are reflected in operational documentation.
Operational Reporting & Insights
- Develop and maintain dashboards to track operational performance, efficiency gains, and key risks.
- Define and monitor KPIs and operational metrics.
- Provide regular insights and updates to senior stakeholders and governance forums.
Technology & Automation Enablement
- Develop business cases for process improvements requiring technology enhancements, outlining cost, efficiency, and risk impacts.
- Partner with Technology and Risk teams to ensure alignment with system architecture and data governance principles.
- Oversee integration with external investment administration platforms to ensure seamless execution.
Continuous Improvement
- Champion a culture of continuous improvement using methodologies such as Lean, Six Sigma, or Kaizen.
- Mentor and support teams in process optimisation and problem-solving techniques.
- Conduct periodic reviews of key processes to ensure sustainability and effectiveness.
Skills & Attributes
- Strong data governance and control mindset with the ability to design compliant, scalable processes.
- Analytical and structured thinker with a track record in process improvement or operational excellence.
- High attention to detail with strong stakeholder management capabilities.
- Proficiency in process improvement methodologies (Lean, Six Sigma, Kaizen, or similar).
- Experience with workflow and automation tools (e.g., Power BI, Tableau, Alteryx, UiPath).
- Excellent communication and cross-functional collaboration skills.
- Ability to manage multiple initiatives and deliver measurable outcomes.
- Skilled in translating operational challenges into practical process or technology solutions.
- Experience operating across complex, regulated environments (e.g., multi-license frameworks).
- Strong change management and facilitation capabilities.
- Strategic mindset with a hands-on execution approach.
Qualifications & Experience
- Bachelor’s degree in Finance, Business, Operations, or Information Systems (postgraduate qualification advantageous).
- 5–7 years’ experience in process optimisation, business analysis, or operational excellence within financial services (e.g., wealth management, stockbroking).
- Proven experience leading cross-functional process improvement or automation initiatives.
- Familiarity with portfolio management systems, CRM platforms, and investment administration tools.
- Advanced Excel and reporting skills.
- Demonstrated success in implementing automation or digital transformation initiatives.
- Experience in data governance and control frameworks.
- Exposure to Lean, Six Sigma, or similar continuous improvement methodologies.
- Track record of working with cross-functional teams including Sales, Compliance, Risk, and Technology.