Very strong operational experience of 10 – 15 years in the financial services industry working directly on one or more of the functional areas of Fund Administration, Transfer Agency, Global Custody, Investment Operations, Fund of funds, etc
Attractive Salary plus comprehensive benefits  

Job description

Business Process Design Manager- City Office Lead 

Purpose of Department

The Business Process Design Lead position is an integral part of Operations within the HSS City Offices. The role will primarily focus on the identification, design, prioritisation and execution of continuous improvement opportunities across Operations in conjunction with the respective Business Process Design Managers (BPDM). It will promote global and regional operating model standardisation, consistency, drive efficiency and reduce operational risk, acting as an extension to the operations across the respective product lines. Apart from playing the role of lead for HSS Colombo, the individual will also play the role of the lead for the Investment Operations function across City Offices.


The core responsibilities will be to define best practice and implementation of the target operational model (‘TOM’), to include decision rights on the optimal usage of the existing technology, service delivery footprint, team structure, process standardisation and automation (pro-active). The incumbent will act as ‘single point of contact’ for relevant incoming ‘new’ change initiatives in City Office associated with regulatory, risk and client (reactive) within the city Offices for the Investment Operations function, agnostic of location. There will also be a requirement to pro-actively support execution of Continuous Improvement targets, specifically within the rollout of the End to End initiatives across various functions/areas.


This is a key leadership position to drive and manage the Business Process Design (BPD) function for HSS in Colombo. This position reports an entity perspective to the Head of Service Delivery within HSS Colombo where the incumbent is physically located. The role holder is expected to provide appropriate support to the relevant teams within HSS Colombo and work closely with colleagues from across the business/ BPDT to ensure that the tactical and strategic change impacts are considered across the operations.


  • Responsible for management of BPDT within the HSS Colombo of 9 high calibre employees
  • Accountable for implementation and continuous process improvement across the operation in line with the HSS design principles.
  • Promote relentless focus on continuous process improvement and embed culture that the long term stability of HSS Operations is based upon sound operational efficiency and control principles and that a consistent operational process improvement framework and disciplines are consistently adopted across all HSS City Office locations.
  • Devise and drive the implementation for BPD solutions to support changes in operational processes, support new business opportunities and product development across the HSS Operations locations.
  • Management of BPD to meet or exceed service level requirements.
  • Lead and drive key employee initiatives to promote and position HSS as the employer of choice.

Job Description

Impact on the Business

Proactive change management

  • Create consistent documentation set of TOMs, service description, scope documents across each functional line
  • Execution of the standard TOM for each functional line
  • Identify and implement improvement in existing End to End processes for each functional line
  • Build and nurture key relationships and networks with stakeholders. Foster a collaborative, transparent, and robust operating environment. Help to ensure that a strong governance culture is embedded within HSS Operations.
  • Provide advice and guidance to HSS global business partners and their respective regional teams on process improvement impacting on HSS Europe service delivery operations.
  • Provide global and regional input on process improvement matters and act as interface from these back into the BPDT and service delivery operations teams.
  • Identify areas of leveraging tools and concepts within HOST to foster streamlining and continuous improvement in sync with the TOM’s expected to be followed

Reactive change management

  • Act as single point of contact to manage relevant incoming ‘new’ change that will impact processes across each functional line
  • Provide consolidated view and prioritise global, regional and local relevant incoming ‘new’ change initiatives affecting the functional area
  • Ongoing refresh of the functional area TOM (Target Operating Model) as a result of relevant incoming ‘new’ change to include regulatory, risk, client change
  • Facilitate all external consultancy reviews in HSS City Offices with process improvement and streamlining across the HSS operations.

Customers / Stakeholders

Operations Teams

  • Work closely with Operations functional teams within the City Offices across locations to help manage the change to their operations, reducing the impact of change initiatives on the BAU SMEs and deliverables
  • Work with the functional teams to identify continuous improvement opportunities to the operating model, update the TOM as appropriate, and follow through on adoption of the enhancements in a standardised way across the relevant sites
  • Create and maintain relevant local, regional, global reporting to ensure transparency and planning of change affecting the functional areas

Business Management

  • Support execution of projects related to the automation and re-engineering workstreams and monitor progress through relevant oversight and governance

Leadership & Teamwork

  • Promote capture and co-ordination of process improvement, sharing through development of appropriate forums across all teams.
  • Drive a culture of process improvement across HSS Operations within HSS Colombo. Ensure that all managers are aware of their responsibilities and that they execute their functions in an optimum way.
  • Establish and maintain appropriate BPDT governance structure across all HSS operations, representing all functions, jurisdiction and support areas.
  • Review KPI trends and repeating escalation events with the Operations teams, to drive a proactive improvement culture where risk is anticipated.
  • Motivate team performance through effective communication and implementation of best practice to achieve department and business goals.

Operational Effectiveness & Control

Operating Model

  • Design, maintain and update as required the TOM, including the global footprint, optimal technology usage and team structures locally and in the City Offices
  • Adjust the TOM due to the Product team or the CMD team driven changes; introduction of new technology, material product changes, new regulatory or market changes
  • Review and provide approval for new products / business lines, material changes to processes and other core activities where there are implications across HSS Operations.

Project Management

  • Assist the functional areas to adapt to the changes arising from the Continuous Improvement BoW
  • Effectively drive and manage related change initiatives to achieve business goals
  • Ensure process improvement methods are used consistently by the business to achieve operational efficiency and facilitate reduced errors and losses

Business Applications

  • Understand the Business Applications in use by the functional line and seek to standardize usage where possible
  • Understand the impact of changes in the Business Applications driven by Product initiatives, etc. and help manage the impact on the functional areas

Professional skills and experience


  • CA, CFA or other equivalent financial industry related qualification is desirable

Skills/Experience Required

  • Very strong operational experience of 10 – 15 years in the financial services industry working directly on one or more of the functional areas of Fund Administration, Transfer Agency, Global Custody, Investment Operations, Fund of funds, etc
  • Demonstrates a thorough understanding of the funds industry locally and regionally
  • Understanding of the changing nature of the operating environment due to internal and external demands
  • Demonstrates a solid grasp of the technology and systems supporting the functional areas
  • Advocate for change with a focus on execution
  • Team player, people motivator, leadership qualities
  • Strong interpersonal, collaborative and relationship building skills
  • Strong presentation skills, ability to communicate clearly, concisely and effectively in English, both oral and written
  • Strong analytical skills, high attention to detail
  • Strong planning and organisational skills, with a proven ability to prioritise competing demands and communicate this effectively
  • Working with product owners to design and implement target state processes and operating models
  • Strong stakeholder management and networking skills coupled with the ability to build and maintain relationships and influence at all levels within the business.

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