Chief of Staff to Global Head of Service

Reports to: 

Location/Type: 

Status: 

Objectives of the Role:

• Lead the execution of strategic initiatives from development through implementation under the direction of senior leadership.
• Assist executive leadership in decision-making and program management to ensure timely, within-scope completion of initiatives.
• Support continuous improvement within the service department by identifying and addressing skills and knowledge gaps.
• Design and implement enhancements to organizational procedures and structure to increase efficiency and performance.

Responsibilities:

• Employee Engagement and Efficiency:
• Build strong relationships across all levels to enhance employee efficiency in both existing and new processes.
• Process Improvement and Analysis:
• Identify, suggest, and implement improvements to the service delivery process.
• Collaborate with cross-functional teams to streamline workflows and implement process enhancements aligned with organizational goals.
• Conduct in-depth analysis of business processes to uncover inefficiencies, bottlenecks, and areas for improvement.
• Metrics and Training Development:
• Establish and enforce Key Performance Metrics for the service teams.
• Contribute to developing and executing training initiatives for Atlas Technica’s Service Teams.
• Operational Excellence:
• Drive accountability and ownership throughout the service department to maintain operational excellence.
• Serve as the main communication link between the Global Head of Service, employees, and senior executives on employee well-being, company culture, and service delivery success.
• Reporting and Collaboration:
• Produce regular reports on key performance metrics for management, highlighting achievements and areas needing improvement.
• Partner with business leaders and department heads to understand data needs and objectives, translating business questions into actionable analytical tasks.
• Team Cohesion and Collaboration:
• Promote a collaborative environment among diverse departments within service delivery to foster unity and productivity.
• Encourage seamless communication and teamwork to achieve shared goals and enhance overall performance.
• Conflict Resolution and Alignment:
• Proactively address conflicts and remove obstacles, fostering commitment across team members.
• Ensure alignment of team objectives with organizational goals, promoting a cohesive direction within the department.

Requirements:

• Excellent written and verbal communication skills, with a capacity for building relationships and engaging with prospective clients.
• Strong organizational skills, with a “get things done” mentality, and consistent follow-through.
• Proven project management skills, with the ability to meet deadlines and manage budgets effectively.
• Analytical mindset, with the ability to derive insights from experience and suggest improvements.
• Bachelor’s degree or equivalent work experience required.

Desirable Qualities:

• Experience in the financial services industry, especially around laws and regulations.
• Leadership experience with proven organizational impact.
• Prior experience at a Managed Services Provider (MSP).
• Technical aptitude or an interest in technology.