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Head of Channel Strategy & Digital Transformation

Job Title: Head of Channel Strategy & Digital Transformation
Contract Type: Permanent
Location: Melbourne
Job Reference: 3448923
Job Published: 28 days ago

Job Description

This organisation is a leading fund administration and share registry specialist. They are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. 

About the Role: 

This role includes facilitating the development of the service strategy, ensuring this is benchmarked against best practices externally.  Supporting the delivery of our Client’s long term strategy for services, substantially improving and simplifying business processes through digitisation, smart use of automation and technology, while delivering bottom line measurable benefits.

The role will play a significant part in the R&SS’ response to advances in technology, continued enhancement of member experience, increasing regulation, and growing competition.  A critical priority for the role will therefore be to help define and execute the digital strategy to move towards a more agile (and scalable) support organisation, characterised by high quality service delivery. 

You will work in close partnership with the Customer Experience & Product, Technology and Client Partnership leadership team to drive the Service Strategy & Transformation Road map and oversee its implementation.

Key Accountabilities and main responsibilities
Strategic Focus
  • Accountable for the evolution of the service model by working in partnership with the Fund/s and internal stakeholders.
  • Implement new technologies that include cloud native, automation, agile ways of working and digitisation which support a step change in the experience and business metrics.
  • Optimise processes to enhance personalisation and experience, cost, efficiency, effectiveness, employee satisfaction and ability to support growth.  
  • Identify strategies to drive continuous improvement and automation in operational process and practices.  Simplify and standardise processes where appropriate.
  • Support the development and roll out of new products and services to our Fund/s and Services teams and ensure they are understood and operationalised within the function to deliver customer expectations
  • Ongoing Implementation of AI including speech analytics and cognitive tools to support automation
  • Ensure that robust business cases exist for change and transformation initiatives, and that they are appropriately prioritised, and costed, and that the right skills and behaviours exist to deliver the plans.
Operational Management
  • Management of Channel Strategy & Digital Transformation (CS & DT) operation, including financial performance (budgeting, forecasting, invoicing), workflow of team and resources, ongoing client relationship with the Fund/s and department performance.
  • Lead technology improvement through active management of projects.
  • Manage relationships with external stakeholders such as Fund, auditors, regulators and other providers as required.
  • Ensure the infrastructure and operational management and processes support the strategy.
  • Operational risk is managed and that appropriate operational controls are in place and functioning.
  • Functions are appropriately aligned to meet the needs.
  • Appropriate business continuity management is in place.
  • Work with the senior leadership team to align client requirements into the servicing solutions
Experience & Personal Attributes
  • 10+ years profession experience working in large and complex environments 
  • Experience focused on digital transformation, preferably in a large operational service business.
  • Must have experience in implementing new technologies that include cloud native, automation, agile ways of working and digitisation.
  • Experience in Financial Services or related industries
  • Demonstrable track record in large scale transformation
  • Strong experience in partner/vendor relationships to leverage best practice
  • Demonstrable experience in technology led process reengineering
  • Skills in implementing end to end automation in scaled environment
  • Implementation of AI including speech analytics and cognitive tools to support automation
  • Deep CX experience implementing experience transformation in an operational environment
  • Experience in Technology lead lean reengineering
  • Delivered automation of workforce planning, reporting and MI
  • Built strong technology led transformation teams 
  • Strong consulting experience/capability
If this sounds like you please click APPLY and we can arrange a confidential chat

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