Shape the future of operational resilience and client experience. Bring your expertise in root‑cause analysis, controls, and transformation to a high‑impact team.

As a Vice President in the Issue Resolution function within our Operations organization, you lead the end‑to‑end capability that investigates, resolves, and prevents complex operational exceptions. You set direction, strengthen controls and governance, and deliver clear insights to senior leadership. You guide a high‑performing team, build sustainable processes, and elevate customer experience and operational resilience. You partner across product, operations, risk, and technology to drive lasting, measurable improvements.

Job responsibilities:

• Lead end‑to‑end investigation and resolution of complex operational exceptions and issues.
• Oversee high‑priority escalations to ensure timely closure and mitigation of client impact.
• Direct root‑cause analysis and implement permanent corrective actions and control improvements.
• Establish governance, metrics, and reporting on issue trends and outcomes for senior leadership.
• Allocate and balance team workload to meet service levels and quality standards.
• Coach and develop case managers to build a high‑performing, inclusive team.
• Drive process redesign and automation to prevent recurrence and improve efficiency.
• Partner with product, operations, risk, and technology to remove systemic friction.
• Maintain audit‑ready documentation and evidence for issues and remediation.
• Monitor data and leading indicators to proactively detect emerging risks and exceptions

Required qualifications, capabilities, and skills:

• Minimum 10 years of experience in operations within trading services, wealth management, investment operations, or related domains with a focus on issue resolution and exception handling.
• Minimum 5 years of people leadership, managing teams and complex processes at scale.
• Proven experience implementing control strengthening, remediation, and process transformation.
• Demonstrated ability to produce data‑driven insights and executive‑ready reporting for senior leadership.
• Strong knowledge of wealth management products and front‑to‑back operational flows.
• Proficiency with case management and workflow tools and with operational risk frameworks.
• Bachelor’s degree in Finance, Business, Economics, or a related field.

Preferred qualifications, capabilities, and skills:

• MBA or advanced degree.
• Experience leading Lean/continuous improvement initiatives with measured outcomes.
• Experience building and scaling governance frameworks and metrics for issue management.
• Experience with analytics and BI tools (e.g., SQL, Python, visualization) to identify trends and improve controls.
• Global team leadership experience across time zones and matrixed environments.
• Track record driving customer‑centric transformations that improve reliability and satisfaction.