Senior Manager (Entity Management)

Purpose of the job

The Senior Manager – Operations & Delivery is a leadership position which plays a pivotal role in driving the efficiency, consistency, and quality of all operational processes within the Entity Management and Client Onboarding Delivery Team. This role ensures service delivery excellence through timely delivery of services for all internal and external clients and supports the team in meeting quality requirements. The Senior Manager will implement and oversee workflow management, capacity planning, process optimisation, operational excellence, client delivery governance, and operational reporting, while acting as a key partner to stakeholders across the business.

Main Responsibilities

Leadership & People Management  

• Lead and mentor Associate Manager, Senior Officers and Officers, fostering a culture of performance, accountability, collaboration and continuous improvement. 

• Build organisational capability through coaching, process training, and career development pathways.  

• Champion workforce planning, including capacity modelling, skills mapping, and succession planning. 

Delivery Governance and Operational Risk Management 

• Oversee all delivery operations to ensure SLA achievement, risk mitigation and service excellence for all internal and external clients. 

• Anticipate operational risks and lead remediation, including control enhancements, training and systems improvements. 

• Oversee daily team operations and allocate workloads to ensure optimal capacity utilisation and on-time delivery.  

• Implement and maintain delivery frameworks, SLAs, KPIs, and quality standards for Entity Management and Client Onboarding services.  

• Monitor operational bottlenecks and proactively drive solutions to improve throughput and reduce turnaround time.  

• Ensure critical governance deadlines (filings, renewals, statutory obligations) are met with zero lapses. 

• Provide strategic oversight on escalations, ensuring rootcause elimination rather than onetime fixes. 

Process Improvement & Continual Improvement  

• Lead continuous improvement initiatives to enhance efficiency, accuracy, and standardisation across processes.  

• Maintain and update process documentation, SOPs, and internal controls.  

• Perform regular quality reviews and erroranalysis to identify training or process gaps.  

• Support automation and digitalisation initiatives within Entity Management. 

• Foster a culture of collaboration, knowledge-sharing, and mutual respect. 

• Act as the single point of accountability for service performance and delivery outcomes. 

• Influence senior stakeholders and challenge demand where needed. 

• Support transitions, scope changes, and new service implementations. 

Stakeholder Management  

• Act as the primary point of coordination for delivery tracking, client escalations, and operational queries. 

• Collaborate with cross-functional teams across Ocorian Group to ensure smooth endtoend service delivery. 

• Engage with global stakeholders to understand evolving needs and translate them into operational solutions. 

• Represent the Entity Management and Global Onboarding Delivery team in committees, projects and cross-functional initiatives. 

Data, Reporting & Insights  

• Provide strong operational insights and recommendations to the Head of Entity Management to support strategic planning. 

• Oversee operational analytics, including KPIs, capacity, cycle times, quality metrics, and risk indicators.  

• Communicate insights and recommendations to senior leadership, enabling informed decision-making.  

• Ensure system accuracy and use data to drive forecasting, planning, and process optimisation. 

Technology Enablement & Transformation 

• Seek feedback from clients and colleagues to identify opportunities for operational enhancements. Drive the implementation of best practices and new technologies to ensure Ocorian remains at the forefront of client service. 

• Drive continuous improvement, standardization, and transformation initiatives. 

• Lead automation and digitalisation initiatives to increase efficiency, reduce manual effort, and strengthen governance controls.  

• Champion adoption of technology platforms (e.g., entity management systems, workflow tools, dashboards).  

• Partner with Technology teams to influence system design, integrations, and enhancement projects 

Profile and Key Competencies 

• Highly Collaborative: Thrives in team environments, values diverse perspectives, and actively contributes to the collective success of cross-functional initiatives. 

• Proactive Approach: Takes initiative, anticipates challenges, and acts swiftly to address client needs before they become issues. 

• Problem Solver: Demonstrates strong analytical and critical-thinking skills, comfortable navigating complexity to deliver pragmatic and innovative solutions. 

• Social and Networking Skills: Possesses natural interpersonal skills, builds rapport quickly, and maintains a broad network of relationships both internally and externally. 

• Credible and Trusted: Commands respect through integrity, expertise, and reliability; consistently delivers on commitments to clients and colleagues. 

• Communication: Excellent verbal and written communication skills, able to explain complex operational concepts in a clear and engaging manner to clients at all levels. 

• Adaptability: Comfortable with change, able to pivot strategies and approaches in response to shifting client needs and market dynamics. 

• Client-Centric Mindset: Passionate about delivering exceptional service and value, always keeping the client’s best interests at heart. 

• Emotional Intelligence: Reads the room, manages conflict diplomatically, and builds trust through empathy and active listening. 

• Strategic Thinking: Looks beyond daily operations to identify trends, risks, and opportunities that can drive long-term client satisfaction and business growth.