Head of Client Operations

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plc’s ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

Accountabilities/Responsibilities

Strategic Leadership:

• Provide strategic direction to build a top-notch client operations team in India to support global asset management by setting aspirations aligned with the overall Client experience Strategy.
• Participate in strategic planning sessions to align client operations with the organization’s overall goals and objectives.

Functional Leadership:

• Understanding of M&G end to end client life-cycle & build capabilities to support the business
• Responsible & accountable for all client operations capabilities delivered from India
• Oversee the production of regular client reports, performance reports, onboarding support, ensuring accuracy and adherence to guidelines. Build a strong control environment to identify, mitigate & manage our risks which is compliant to M&G risk framework.
• Continuous benchmarking with-in peer group to create competitive advantage and design best in class client reports that effectively present performance data, investment strategies, risk assessments, and market commentary.
• Partner, collaborate with Distribution teams to understand client needs and operationalize the requirements.
• Data Management and Quality Control, ensure the integrity and accuracy of data used in reporting by implementing quality control processes. Partner & collaborate with data teams to streamline data collection, processing, and reporting.
• Collaborate closely with investment teams to accurately reflect investment performance and risk metrics in client reports. Develop methodologies for performance measurement and attribution analysis.
• Work in partnership with client service, client directors, and sales teams to provide insights on reporting needs and enhance client satisfaction.
• Serve as an escalation point of contact for client inquiries related to reporting and performance analysis.
• Conduct regular meetings with clients in partnership to review reports, address concerns, and seek feedback.
• Continuously seek ways to improve the reporting process and enhance the client experience.
• Lead Change & Transformation initiatives supporting client experience

Stakeholder Engagement:

• Engage regularly with key business stakeholders to understand their needs, global initiatives & outcomes.
• Involve stakeholders in joint planning and drive high satisfaction through metrics-driven performance.
• Prepare presentations, business cases and materials for meetings or other high-level discussions regarding client operations.

Operational Excellence & CI:

• Build world-class operations ensuring services are delivered at costs and quality consistent with performance targets.
• Manage the team to build expertise and capability to move up the value chain.
• Drive continuous improvement, process excellence and reinforce the value proposition of India teams through innovation and execution.
• Execute initiatives to meet global targets for annual improvements (e.g., Lean, Automation, Analytics).

Performance /KPI’s:

• Establish a framework for meaningful regular discussions with business partners (e.g., balanced scorecards, performance dialogues, issue escalation).
• Build a data driven client operations team

Leadership and Development:

• Build an High performance culture
• Exhibit experience in business resilience and the ability to deal with ambiguity, working to bring more certainty.
• Coach, motivate, and lead the team to become future leaders in the enterprise and strong subject matter specialists to drive business value
• Provide direction to operations and support teams to manage retention and development of top performers.
• Build an inclusive and transparent culture that drives high employee engagement at all levels.
• Provide training, upskilling, and development opportunities to enhance team skills and knowledge in client operations.
• Lead and mentor a team of reporting professionals, fostering a culture of continuous improvement and accountability.
• Positive contributor at various management forums and play an important Leadership role across the function, centre, & organizational level.

Market and Regulatory Knowledge:

• Possess knowledge and understanding of markets, culture, and regulatory requirements.
• Demonstrate strong business acumen, commercial sense, and understanding of business drivers
• Build Industry network, develop external awareness & market intelligence.
• Stay informed about relevant regulatory requirements and ensure all reporting complies with industry standards (e.g., GIPS, SEC).
• Implement internal procedures to maintain compliance and address any regulatory changes.

Technology and Automation:

• Collaborate with client & distribution tech teams to drive business projects, enhancements, day-to day problem solving.
• Partner with Technology teams to leverage existing & future tools to achieve business objectives
• Evaluate and implement reporting tools and technologies to improve efficiency and accuracy.
• Stay updated on industry trends related to client operations, CX, Client reporting technology and innovation.

Talent Management:

• Ensure the operations team has the resources required to execute the operational strategy.
• Develop resource acquisition plans and lead retention initiatives to ensure strong employee engagement.
• Create tactical and operational targets to measure team performance.
• Lead, coach, and mentor operational personnel while developing a strong talent pipeline and leadership bench for critical roles.
• Foster a culture of continuous improvement and innovation, always challenging the status quo.
• Drive a performance-oriented and engaged employee culture focused on high-quality talent acquisition, employee training and development, career progression, and goal execution, while consistently exhibiting company values.

By fulfilling these responsibilities, the Head of Client Operations plays a vital role in enhancing transparency, building trust, and strengthening relationships with COO, Operations, Distribution & Investments teams within the asset management space.

Knowledge, Skills & Experience:

• Minimum of 15+ years of management experience specifically in client operations, building reporting COE’s, including significant large-scale project management, strategic planning, and/or consulting within the Asset management industry, or an equivalent combination of education and experience.
• Strong commercial acumen and business insight, solid understanding of client operations in Asset management Industry.
• Knowledge & experience in End to end client life cycle of Asset Management Industry.
• Client-Centric Approach: Ability to understand the clients, sense of urgency, client experience, goals, risks, preferences, time to market which translates to tailor solutions to meet client's specific needs.
• Proven experience as a leader managing teams within a global asset management company, ideally guiding teams through growth phases and subsequently driving operational productivity, standardization, and process rigor.
• Strong strategic thinking skills with a comprehensive understanding of the industry, capable of translating strategy into operational goals with a focus on execution and accountability through metrics.
• Strong Communication and Presentation Skills with the ability to explain complex concepts simply and understandably
• Leadership experience in Problem-Solving, data driven decision making, conflict management, negotiation &
• Excellent collaboration skills, with the ability to influence change across various levels of the enterprise, particularly in a matrixed environment.
• Demonstrated leadership abilities, including the capacity to lead, grow, and develop employees within an evolving organization, providing mentorship and fostering a strong leadership pipeline.
• Exceptional financial, analytical, and change management skills, with experience in facilitating organizational change and process improvement.
• Strategic thinker with extensive knowledge of client reporting & operations in the asset management business.
• Willingness to travel on business needs and function effectively when working remotely
• Significant experience in driving complex projects and managing regional/global operations.
• Strong leadership and interpersonal skills.
• Proven ability to instill discipline and process orientation in a large, complex organization.
• Ability to build deep relationships with senior stakeholders within peer groups.
• Operational understanding of the global asset and wealth management industry, including talent base, is preferred.
• Ability to establish strong relationships with multiple external entities, including third-party service providers, partners, and industry bodies.
• Experience with continuous improvement methodologies, process excellence in service operations.
• Experience in leveraging technology & AI to develop new capabilities.

Educational Qualification:

• Graduate in any discipline, preferably in Commerce, Finance or management
• Masters in Business or any other equivalent certifications

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.