Reports to Chief Client Success Officer
The purpose of this role is to provide strategic leadership across The Real Assets Asset Class to ensure end-to-end service delivery excellence. This role is accountable for the coordination and performance of all client service activity within Real Assets, setting clear expectations and driving high standards in line with Aztec’s ambition to deliver best-in-class client experiences. Accountable for the delivery of revenue generating activity, achieving excellent client experience at target margin levels.
Accountabilities:
1. Drive performance and margin: Own the overall delivery financial performance of the Asset Class, including revenue growth and margin performance.
2. Client experience: maintain and enhance the client experience in collaboration with the Commercial function.
3. Lead integrated service delivery: Oversee a team of Client Service Delivery Leads (CSDLs), ensuring seamless coordination and high-quality execution across all service lines.
4. Asset class expertise: Maintain deep awareness of market trends and developments, using this insight to inform service evolution and client engagement.
5. Build high-performing teams: Establish and nurture cross-functional delivery teams that are empowered, capable, and aligned to client needs.
6. Client relationship and escalation: Oversee Asset Class relationships for clients that are not Global, Growth or Strategic. Serve as a senior escalation point for critical delivery issues, ensuring timely resolution and strong client confidence.
7. Embed change and continuous improvement: Drive adoption of change and champion a culture of feedback and refinement to ensure services remain responsive, efficient, and client-focused.
Leadership Requirements:
8. Operational Leadership: Aligning client vision and requirements into actionable plans and outcomes
9. Collaboration & Communication: Collaborate with the whole CSD Function to influence teams to deliver client requirements
10. Team Leadership: Build, lead and retain a high-performing team which is operationally efficient and has clear goals, KPIs, and a culture of continuous learning and growth.
11. Visible escalation point: Be comfortable acting as a client escalation point and coordinating responses
12. Decision Making: Ability to make decisions under pressure with integrity, objectivity and transparency
Technical Skills:
13. Deep expertise in financial services, particularly fund administration and accounting operations
14. Professional qualifications ACA, ACCA, ICAEW and ICSA are preferred
15. Strong command of business performance metrics and commercial levers
People Skills:
16. Excellent interpersonal and stakeholder management skills, including C-level engagement
17. Demonstrated ability to coach, develop and inspire high-performing teams
18. Strong collaborative nature, with a focus on integrated delivery across functions and geographies
Experience & Qualifications:
19. Track record of leading cross-functional projects and service delivery models, including managing large delivery teams.
20. Experience working across multiple markets
21. History of working closely with executive committees and C-level executives
22. Entrepreneurial mindset with evidence of commercial acumen and value creation
23. Operating in a high growth environment
Key Internal Interfaces:
24. Client Services Global Heads of Asset Class
25. Client Services Asset Class Portfolio Leads
26. GCRLs and CRLs
27. Onboarding team
Key External Interfaces:
28. Client Operational teams
29. Client buyers and sponsors (C-Suite)
30. Industry networks (e.g. regulators where required)