Non Regulated Associate Director

Job Description

Job description:A powerful combinationIts never been a more exciting time for our organisation. Tricor and Vistra have now merged to form one organisation, which means were now a powerhouse of over 9000 colleagues in 50+ jurisdictions across the globe. Were seizing the opportunity to create a purpose-led organisation that will unlock significant value for our business, our clients, and our people.Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!We have an exciting opportunity for you to join our Middle East team as Associate Director Operations (Non-regulated) reporting to the Managing Director.This full-time and permanent position is based in our Dubai office and offers the opportunity to assist us in delivering our revenue and growth targets. It will allow you to make a significant impact to our Middle East team and its growth.We are a fast paced, entrepreneurial business that has exciting plans in 2023 under the leadership of our new CEO Simon Webster. We are establishing a market leading global payroll proposition and this role offers excellent career progression opportunities.The Associate Director Operations (Non-regulated) will be responsible for all aspects of operational management for the Service Vertical, be the owner and have responsibility for the service delivery of all services within the Service Vertical, manage the Service Delivery team within the Service Vertical, be responsible for the profitability and financial performance of the Service Vertical, be responsible for the KPIs to monitor performance against them for each Service, be jointly responsible with sector heads for the client net promotor score.Key Responsibilities:Client

• Serve as the service delivery lead on a selection of multi-service clients and ensure client satisfaction.
• Ensure the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded.
• Serve as primary contact person for escalations and ensure client satisfaction.
• Promote the organisations capabilities to clients, identify sales opportunities to be forwarded to the relationship managers and achieve contract extensions or additional business within the account(s).

Financial

• Ensure all work performed is invoiced on time and in line with client contracts.
• Be jointly responsible with the finance function and Service Delivery Directors for any outstanding client debt.
• Be responsible for the implementation of all annual fee increases.
• With the relevant sector head and Service Delivery Directors, prepare the annual budget for the Service Vertical.
• With the finance director deliver and report on client and service profitability for each service

Shared Service Centres

• Ensure all work performed by Vistra SSCs are performed in-line with agreed SLAs.
• To be responsible for the identification and delivery of additional migrations of middle office activities to the SSC.

Process Improvement & Projects

• To deliver operational improvement through standardisation, simplification, technology and use of SSCs.
• To be the owner of relevant projects ensuring tight control over the project schedule, risks, scope of work, budget and delivery of benefit.
• To be responsible for the operational metrics for the Service Vertical.
• To lead and be responsible for continuous improvement to the Service Vertical
• To be the business owner for any projects for the Service Vertical
• To represent the as part of regional and group change programs

SLA Management

• Undertake detailed planning to ensure that operational capacity matches demand.
• Monitor SLA delivery to ensure that all agreed service levels are met or exceeded.
• Identify SLA issues in a timely manner and be responsible for its resolution.
• Responsible for all vendor relationships relevant to the Service Vertical to ensure SLAs are met and compliance requirements adhered to.
• Decision maker on fee, debt and service disputes.

HR Management:

• Ensure we have the appropriate level of technical expertise, qualifications and experience to provide the Services and ensures this remains up to date through CPD
• Recruitment, illness management and performance appraisal are managed in cooperation with the HR team.
• Resource management, including new hires, utilisation and migration of activities to the SSC and team structure.
• Manage the CPD programme for your operation to required levels for the Service

Reporting & Compliance

• Preparing management and board reports.
• Liaising with senior management across the organisation.
• Supporting the month end process where necessary.
• Ensuring all regulatory submissions are compliant with the relevant standard & filed within the required deadline.
• Works closely with Internal audit/compliance to improve and maintain strong control environment.
• Works closely with key stakeholders (e.g. Legal, Risk and compliance) to ensure that all processes remain compliant.
• Ensures the compliant use and ongoing monitoring of supplier relationships required to the deliver the Service
• Responsible for notifications to insurers and regulators as appropriate.
• To participate and be involved in both regional and group initiatives and projects.

Attributes/ Technical Skills:

• Excellent written and verbal communication.
• Strong management skills and instilling a high-performance culture.
• Client service oriented with a passion for consistently exceeding client expectation.
• Keen eye for detail and ability to see, implement and own changes to process to improve service delivery to clients and improve profitability from the services provided.
• Sound knowledge of software packages, i.e. Microsoft Office.

Relevant Experience:Communication:

• takes a leading role in clear and effective communication with department and across Vistra;
• is a strong communicator to various stakeholders, including colleagues, clients, auditors and suppliers.

Team leadership qualities:

• translates mission, strategy and policies into team actions;
• communicates in such a way that organisation is energised and motivated;
• ensures that all supporting issues are in place to execute the strategy;
• propagates the Vistra policy and values (internal/external);
• introduction and supervision of risk awareness at all levels in the business unit.

Individual leadership and delegating:

• keeps team members responsible for performance and results, and emphasizes their own responsibility in monitoring progress;
• measures performance in a clear and consistent way;
• provides timely and clear feedback to improve performance and results;
• supports and mentors his/her team members;
• enables the team to realise objectives;

Presence during meetings:

• is confident to take initiatives where needed;
• is able to contribute to a tactical solution in conflict situations.

Education and Professional Qualification:

• Minimum 5 years relevant experience
• Experience in a relevant industry
• Proven track record in delivering operational improvement resulting in improved client net promotor score, client retention and increased profit margin
• Experience working with and managing middle office services delivered via SSC
• Degree qualified in either Business Management, Accountancy or equivalent

Company Benefits:

• 25 days holiday
• Healthcare 100% paid by Vistra as per start date of employment
• Pension, monthly 5.83% of basic salary (1 till 5 years of employment) 8.33% of basic salary (if employment is 5 years or more)

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!

Keyskills :
Compliance Performance management Project management Projects Process Improvement Performance appraisal Stakeholder Management Feedback Budget Communication Accountancy Client Service Hr Management Internal Audit Client Retention Financial

About Company

Stantec Inc. is an international professional services company in the design and consulting industry. Founded in 1954, as D. R. Stanley Associates in Edmonton, Alberta.