Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers. In this role, you will balance your focus on business results by offering options and finding solutions to help our customers with issues.
As a Vice President, Strategic Change Manager within Client Account Services, you will help shape and deliver the next generation of CAS.
Job Responsibilities:
- Shape strategic change. Take complex or ambiguous business problems and turn them into clear strategies, priorities and executable plans. Challenge existing processes and identify opportunities to simplify, digitise and reimagine how CAS operates.
- Lead transformation end to end. Own major initiatives from initial problem definition and business case through design, delivery, implementation, adoption and benefit realisation. Connect individual projects into the broader CAS strategy rather than managing them in isolation.
- Reimagine client and operational journeys. Help create simpler, faster and more transparent onboarding and servicing experiences, using strategic platforms, data, workflow, automation and AI where they can materially improve outcomes.
- Turn strategy into executive decisions. Distil complicated issues into clear choices, recommendations and actions. Produce high-quality written and visual materials that allow senior leaders to understand the issue quickly and make informed decisions.
- Create alignment across organisational boundaries. Work across Operations, Product, Technology, Data, Controls and business teams globally. Establish clear outcomes, ownership, dependencies and delivery expectations, and constructively challenge when these are at risk.
- Drive execution with pace and accountability. Identify blockers early, resolve issues wherever possible and escalate clearly when necessary. Maintain focus on the business outcome rather than allowing delivery to become an exercise in milestones and reporting.
- Use data to drive decisions. Define meaningful measures of success across client experience, controls, cycle time, automation, scalability and productivity, and use them to identify where intervention is required.
- Embed change, not just deliver it. Ensure new capabilities are adopted into the operating model with appropriate controls, ownership and measurable benefits. The wider CAS programme explicitly focuses on adoption, readiness and benefit capture as well as technology delivery.
- Act as a trusted strategic partner. Build credibility from working-level delivery teams through to executive management. Communicate candidly, adapt the level of detail to the audience and create confidence in both the direction and the execution.
Required qualifications, skills, and capabilities:
- Strategic thinker and strong executor — you move between big picture and detail to turn strategy into practical action.
- Frames unfamiliar problems — you develop a clear point of view and an actionable plan.
- Genuine self-starter — you operate effectively without a tightly defined brief or constant direction.
- Proactively drives progress — you identify gaps, convene the right people, and move work forward.
- Exercises sound escalation judgement — you know when to progress independently vs. when senior engagement is needed.
- Executive impact — you influence senior stakeholders without relying on hierarchy.
- Constructively challenges and clarifies — you question assumptions, align differing objectives, and make clear recommendations.
- Exceptional communicator — you explain complex topics simply and precisely in writing and verbally.
- Bridges working-level to exec-level — you run detailed sessions and translate outcomes into concise executive messaging.
- Commercial and outcome focused — you measure transformation by business outcomes (controls, client experience, cycle time, automation, scalable growth), not activity.
- Strong problem solver with risk judgement — you apply analytical rigor with imperfect information, identify risks/dependencies/control implications early, and balance speed with well-controlled delivery.
Required qualifications, skills, and capabilities:
- The strongest candidates will not describe themselves simply as project managers.
- They will be curious about how technology, data and AI can change the operating model, but equally focused on the people, process, controls and adoption required to turn new capabilities into real business value.