Director - SME Investment Operations

We are seeking a seasoned and execution-driven individual to lead delivery for our non-investment-focused client relationships. This role requires a strategic thinker with a strong bias for action, process discipline, and team leadership. You will be responsible for overseeing service delivery teams, improving KPIs, implementing scalable processes, and driving cross-functional collaboration to ensure operational excellence and client satisfaction.

This is a high-impact, high-ownership role ideal for professionals who thrive in fast-paced, high-accountability environments.

Key Responsibilities:

Operations Leadership:

- Lead and manage day-to-day operations across client-facing delivery teams.

- Ensure adherence to internal SLAs, TAT, quality benchmarks, and overall client satisfaction.

Performance Management:

- Define and track key performance indicators (TAT, SLA compliance, resource utilization).

- Drive continuous improvement in productivity, quality, and delivery metrics.

Strategic Execution:

- Translate business strategy into operational plans.

- Oversee capacity planning, workload distribution, shift structures, and team bandwidth management.

Team Leadership:

- Manage and coach mid-level managers and team leads; drive team performance and accountability.

- Foster a culture of transparency, ownership, and high standards.

Process Excellence:

- Identify operational bottlenecks and lead initiatives for SOP development, automation, and process optimization.

- Roll out workflow changes, tech tools, and process enhancements effectively across teams.

Customer-Centric Operations:

- Proactively manage escalations and ensure client expectations are consistently met or exceeded.

- Align internal workflows and quality metrics with external client requirements.

Governance & Compliance:

- Maintain adherence to quality standards and industry regulations.

- Ensure documentation and audit-readiness across operations.