This role is responsible for the creation and leadership of a globally consistent Project & Client Operations function, ensuring efficient, effective and scalable processes that support Control Risks’ delivery model and client engagement lifecycle.
The Global Head will build a team culture which embodies our core principles of delivering operational excellence to the business and a “leave it with me” service attitude, continuously optimising structures, resources and processes through innovation, disciplined review and adaptation to changing business needs.
Tasks and responsibilities
Operating model and process
- Develop and implement globally consistent systems and processes for Project and Client Operations, minimising administrative burden while maximising the speed and accuracy of invoicing.
- Design and implement a delivery operating model that balances effective business support with operational efficiency.
- Optimisation of team size with a focus on cost control and efficient placement of resources.
- Ensure the business leaders have an efficient escalation process and each service line has a business partner to support their operations.
Client and commercial enablement
- Maximise Control Risks’ ability to transact efficiently with clients, including vendor onboarding, management of invoicing requirements, and implementation of MSAs and other client agreements.
- Focus on technology-enabled solutions that allow for the distribution of information about client transactions throughout Control Risks’ systems.
Leadership and performance
- Lead and develop a global team, setting clear individual and team KPIs focused on business impact, service quality and performance.
- Create a dynamic, service-focused culture which inspires problem solving, continuous improvement and innovation.
- Establish transparent controls and review mechanisms across key risk areas (e.g. project closure, unbilled or aged WIP, PO accuracy, D365 setup), implementing targeted reviews and upskilling where required.
- Regular consultation with the business and teams, including peer corporate services functions, to ensure processes are aligned and fit for purpose.
Technology and transformation
- Own the technology road map for Project & Client Operations with a focus on simplicity, minimal data entry and single-pane access, prioritising AI enablement where appropriate.
- Work in close partnership with the Strategy in the continuous improvement and business acceptance of the CTC portal.
- Act as the main point of contact for other functions when they are implementing technology and process change to ensure alignment with Client & Project operations.
- Relevant experience in a senior business operations role.
- Confident with Microsoft Office applications, including experience with Microsoft D365 F&O.
- Critical thinking and strong analytical and problem-solving skills, with a data-driven and growth mindset.
- Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
- Resilient and able to thrive in a fast-paced, dynamic environment and adaptable to changing priorities.
- Experience with remote people management and developing high performance in hybrid, leveraged teams.
- Demonstrated ability to effectively lead and motivate teams to achieve both tactical and strategic goals.
- Comfortable working in a matrix organization, with the ability to navigate cultural nuances and complexities.
- Understanding of transactional project data including, but not limited to work in progress management, cost management and invoicing.
