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IRP Service Delivery Manager

Information About This Job

Job Title: IRP Service Delivery Manager
Contract Type: Permanent
Location: London
Contact Name: Adam Small
Contact Email:
Job Published: almost 2 years ago

Job Description

The Role

  • Take day to day management oversight responsibility for the delivery of Investment Risk & Performance (IRP) services to our flagship Insurance client

  • Act as a key intermediary between the client, our offshore operations hubs in Chennai, and the local client facing management team in London

  • Use your technical appreciation of performance and risk reporting to add value to the client experience, addressing support queries and manage the day to day relationship on these subjects

  • Help ensure strong process and procedures are in place to deliver services, achieving KPIs and keeping operational risk to a minimum

  • Act as an advocate for your client's needs whilst ensuring the interests are protected

  • Working to deliver service to our clients accurately and on time, thus reinforcing and building client relationship, leading to new business opportunities​

  • Working to ensure operational risk is captured and addressed, securing our functional capabilities


Key Responsibilities

Service Delivery

  • Act as the main London based client relationship contact on performance, attribution, ex-ante risk, investment reporting and Solvency II for a key client

  • Oversee all client related production based in Chennai

  • Act as the lead contact and escalation point in the event of urgent or unresolved queries

  • Meet regularly with the client to ensure the service delivery is of a high standard 

  • Take management oversight responsibility for methodology changes (hierarchies, asset mappings, corporate action treatments) and operating model changes. Communicate policy to local and Chennai based analysts and manage dialogue with the client

  • Take overall responsibility for the quality and accuracy of services delivered tracking via agreed KPIs

  • Work alongside other IRP service managers to ensure effective transversal coverage is on place across all clients


Change Management

  • Ensure there are initiatives in place to constantly monitor and review processes, measure risk, effectiveness of controls and improve productivity and profitability

  • Define and agree methodologies and operating model changes for your clients, and ensure their effective implementation across all portfolio types.

  • Help assess and understand all incoming change controls and work with the Client Projects and Integration to prioritise and implement

  • Define internal improvement initiatives, presenting proposals for sign off by the Head of IRP UK and the Head of IRP Client Service delivery. Take an active role in the implementation of process changes


Relationship Management & Development

  • Work at a management level to create develop the Aberdeen relationship in relation to IRP, building the revenue base and growing the overall client profitability

  • Connect with global / local relationship managers, HoD and Head of IRP Service Delivery to define and deliver strategic roadmaps for each of your clients

  • Maintain Service Level Agreements and KPIs definition in partnership with your clients

  • Participate in client relationship meetings as directed


Transversal Working

  • In addition to the above, you will also be required to engage transversally across other IRP UK clients as requested. This it to achieve the following: -

    • Ensure a consistency of approach across our business

    • To leverage process and services developments across the client base

    • Ensure that an effective collaborative work ethic is achieved across the department

    • Share in the challenges presented to us by a multi-client service model


Key Stakeholders


  • IRP Client Service Delivery team (London)

  • IRP Client Solutions & Integration team (London)

  • Global IRP Product Sales Specialists (London)

  • IT & Engineering functions (Paris/Chennai)

  • Fund Accounting & Middle Office services teams (Glasgow/Dublin)

  • IRP UK Management group



  • A strategically significant client - name on application


Management Responsibilities

  • Management oversight of offshore team 

  • Service delivery of the service to a key client, covering Performance, Ex-Ante Risk, and Reporting

  • Strategic evolution of a key client


Skills & Experience

  • Considerable experience working in performance measurement and/or client reporting function:

    • Good practical understanding on market data such indices, analytics, and standard classification structures

    • Good practical understanding of core performance and attribution methodologies

    • Strong practical understanding of ex-ante risk statistics such as daily VaR. Understand Monte Carlo and Parametric methods, back testing and stress testing. Understand ex-post risk statistics such as tracking errors, sharpe ratios, alpha, beta, volatility etc.

    • Practical experience using performance / attribution / risk calculation & reporting systems 

    • Practical understanding of Client Investment Reporting such as, portfolio structure reporting and Solvency II tripartite templates; understanding of SCR calculations a significant plus

  • Project Management / Business Analyst skills:

    • Essential: Practical experience helping to plan the on boarding of new activity into a production process

    • Essential: Strong deadline orientated approach to project delivery

    • Desirable: Practical experience writing business specification documents, test plans, implementation plans and governance documents

  • Relationship Management skills:

    • Proven track record building strong connections with new and existing clients

    • Strong written and verbal communication skills

    • Ability to exercise good judgment in commitments made in response to client needs whilst balancing with the commercial and operational needs of the bank


Key Competencies 

  • Attention to detail - ensure correctness and quality in work

  • Accountability - Take personal responsibility, delivers against personal and team goals

  • Results Focused - Understand the strategic objectives of the business as well as the team; work to ensure their achievement with a quality focus.

  • Client Focus - delivers consistently a high standard of client service , aiming to achieve all client deliverables within KPI, and operating in line with the departmental code of conduct

  • Innovation - strive to improve product and process 

  • People care / Teamwork - work cohesively with a team of senior professionals to define and deliver against strategy, demonstrates sound intuition and political awareness

  • Risk Aware Entrepreneurship - manage and balance operational risks when implementing process or service level changes

  • Innovation - maintain a constant focus on department efficiency with the aim of reducing unit costs and increasing scalability and profitability

  • Communication - Effective verbal and written communication & effective interpersonal ability

  • Maturity & Judgment - Demonstrates the ability to deal effectively with complex issues, learns from experience, assesses issues using relevant information and applying intuition.  Makes informed and considered decisions

  • Time Management - Prioritise and manage workflow effectively


Technical Skills

  • Essential: Excel, Powerpoint, Word 

  • Desirable: VBA, SQL, C++, BiSAM One, APT



  • Essential: IAQ, IMC or relevant BA / BSc degree

  • Desirable: MA / MSc, CFA, CIPM, FRM

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