Shared Services Operations Director

Key Responsibilities

Shared Services Leadership

• Build and lead the central Shared Services function to provide high-quality, efficient, and scalable services across the Group. This is currently c40 people based across three offices (including South Africa)
• Develop and deliver a roadmap for integrating QA, Complaints, L&D, 1st Line Controls, Customer Experience and eventually Change, Group Implementation, Analytics, and Performance.
• Standardise service models while adapting to vertical-specific needs; ensure alignment with regulatory and customer excellence requirements. More-over, help develop a federated shared service centre of excellence across each back of function.

Strategic Operations Enablement

• Enable operating MDs to focus on growth by removing operational friction and improving governance through centralised support.
• Champion continuous improvement, operational excellence, and best-in-class customer experience.
• Embed data and performance measurement into every shared service domain to drive insights and action.

Customer-Centric Culture & L&D

• Lead the transformation of front-line development and customer experience training programmes.
• Establish a unified view of complaints and QA to close the feedback loop between performance and service delivery.
• Embed an ethos of excellence, ethics, and empowerment in every customer interaction.

Change, Implementation & Analytics (Phase 2- 6 months after starting)

• Develop the foundation for central change, programme management and analytics functions to serve the entire Group (not just ACI/ Perch Capital).
• Lead enterprise-wide initiatives including transformation, technology change, and new service delivery.
• Own portfolio governance, performance tracking, and cross-functional programme alignment.

Qualification & Requirements

• Experience of Operational Leadership in complex, regulated or financial services environments.
• Proven success leading shared services or central functions across multi-entity structures.
• You have a track record in transformation, implementation and building scalable platforms.
• An entrepreneurial mindset: comfortable with pace, ambiguity, and building from scratch.
• Demonstrated you are highly analytical: data-driven decision maker with a passion for service improvement.
• A Customer-first philosophy: are emotionally intelligent, values-led and collaborative.
• Are bright, structured, and relentlessly organised, able to scale teams, processes, and KPIs.

Benefits

Our range of benefits includes Medical/Dental/Vision, flex spending accounts, 401k, a flexible PTO plan, commuter benefits, employee discounts, and more!