Job Description

Our Opportunity
We are seeking a highly motivated and experienced Operations Service Manager to join our Investment Administration & Accounting (IAA) function. This role will work closely with our service recipients to represent our clients' needs, drive strategic alignment between IAA services and client objectives, and manage our Kuala Lumpur location to ensure smooth operations, fostering a positive and productive work environment, while ensuring coherence with our global setup. 

Your Role
As an Operations Service Manager, you will play a key role in establishing and nurturing robust relationships with our key client stakeholders. Serving as the primary point of contact for service quality reviews and service changes, you will ensure that the clients' needs are not only heard but are also effectively addressed within the organization. Acting as a crucial liaison, you will bridge the gap between the clients and our internal teams, advocating for their service requirements.

In this role, you will oversee the allocation and development of necessary resources and skills, ensuring team alignment and process optimization. You will set clear goals and performance metrics for our teams, continually identifying opportunities to enhance our services. Your leadership will foster a positive and productive work environment, driving continuous improvement and ensuring exceptional service delivery to our clients.

As an Operations Service Manager, your main responsibilities will involve:

• Develop and maintain strong, trusted relationships with key client stakeholders (CIOs, CFOs, RIM level and Regional CFOs).
• Serve as the primary point of contact for strategic client interactions.
• Represent the client's needs and perspectives within the IAA organization. Ensure that client requirements are understood and addressed effectively across all service lines.
• Facilitate strategic meetings between IAA services and clients and ensure alignment on goals, priorities, and performance metrics.
• Proactively identify opportunities to improve IAA services and solutions within the region. Understand client business challenges and recommend appropriate solutions.
• Act as a point of escalation for client issues and concerns. Work collaboratively with internal teams to resolve issues and ensure client satisfaction.
• Contribute to the development of the location, including goals, strategies, and resource allocation.
• Collaborate with internal teams (e.g., Service Managers) to ensure seamless service delivery and client satisfaction.
• Act as a Relationship bridge between Change / projects and the client to support context, requirements, status updates, escalation management etc.
• Ensure the attractiveness of the location, local information & communication, and building relationships with local stakeholders and the community.
• Provide local information to all managers and adopt a Line Manager Approach to ensure smooth operations.

Your Skills and Experience
As an Operations Service Manager, your skills and qualifications will ideally include:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 8 years of experience in Operations Service Improvement Manager, account management, or a related role.
• Strong understanding of Investment management services and practices. Understanding industry-specific trends and developments.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, interpersonal, and presentation skills.
• Strong leadership skills with the ability to motivate and inspire teams.
• Strategic Thinking: Understand business strategy, execute actions aligned with goals, adapt to changes, and make informed decisions.
• Strong problem-solving skills with the ability to analyze complex situations and develop effective solutions.
• Change Management: Expertise in managing organizational change and fostering a culture of continuous improvement.
• Collaboration: Strong ability to work collaboratively with cross-functional teams and stakeholders.

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that. 

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics. 
With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture. 

We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. 

So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

You are the heart & soul of Zurich! 
 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified 

Let’s continue to grow together!

Location(s):  MY - Kuala Lumpur
Schedule: Full Time
Remote: Hybrid

Recruiter name: Izzah Saibudin

Job Requirements