Group Head of Shared Services – Madison Pearl

Key Responsibilities

Strategic Leadership & Transformation

• Develop and execute a group-wide Shared Services strategy aligned to the bank’s operational and growth agenda.
• Lead transformation initiatives to enhance efficiency, standardisation, automation, and service quality.
• Drive digitisation and adoption of new technologies to deliver best-in-class banking support services.

Operational Management

• Oversee end-to-end delivery of Shared Services across multiple business lines and regions.
• Establish SLAs, KPIs, and governance frameworks to ensure reliability, transparency, and continuous improvement.
• Ensure processes support regulatory requirements, audit standards, and group-level compliance.

Stakeholder Engagement

• Partner closely with Group COO, CFO, CHRO, and Business Heads to understand priorities and deliver value-added services.
• Build trusted relationships across all banking subsidiaries, ensuring alignment and seamless service delivery.
• Champion a service-oriented culture focused on quality, speed, and internal customer satisfaction.

People & Performance Leadership

• Lead and develop a multi-disciplinary team across various locations and functions.
• Build capabilities in service management, process excellence, automation, and digital tools.
• Foster a high-performance environment centred on innovation, accountability, and continuous improvement.

Financial & Risk Management

• Manage budgets, cost optimisation initiatives, and effective resource planning.
• Drive organisation-wide efficiencies through consolidation, standardisation, and shared platforms.
• Identify and mitigate operational risks, ensuring strong governance and controls.

Qualification & Requirements

• Bachelor’s degree in Business, Finance, Operations or related field; Master’s preferred.
• 12–18+ years of experience in Shared Services, Operations, or Transformation within the banking sector .
• Proven success leading large teams and overseeing multi-country or group-level operations.
• Strong expertise in process design, automation, digital service delivery, and service management frameworks.
• Excellent communication, executive stakeholder management, and change leadership skills.
• Deep understanding of regulatory and operational requirements within financial institutions.

Benefits

Why Join Them:

• Executive opportunity to re-shape and scale a high-impact function across a leading banking group.
• Transform legacy operations into a modern, digital, service-driven environment.
• Competitive leadership compensation package and long-term growth potential.