Associate Director, Funds & Fiduciary Services Operations

Job Summary

We are seeking an experienced professional to lead Fund Services Operations across the Middle East and North Africa. The role oversees the delivery of funds and fiduciary services operations, ensuring operational excellence, risk mitigation, and adherence to regulatory and group standards. The successful candidate will be responsible for the operational performance, risk controls, and implementation of governance frameworks while fostering a high‑performing team culture.

• Ensure operations, whether local or hubbed, meet minimum standards and exceed client expectations in service levels and productivity.
• Align operational services across hubs to provide a standardized and efficient model that enhances client satisfaction.
• Define and manage client groupings while ensuring adherence to service level agreements (SLA).
• Monitor third‑party agent performance and work closely with regional network teams.
• Implement country and global regulatory requirements and drive continuous service improvements.
• Collaborate with business heads to ensure operational platforms meet quality standards and client expectations.
• Maintain budgets and ensure efficient allocation of resources.

• Lead day‑to‑day operations aligned with business strategy, optimizing people, processes, platforms, and products.
• Support operational teams in delivering high‑quality services and managing operational risk.
• Drive efficiency, cost control, and compliance with all Group and country policies and regulations.
• Participate in client requests, proposals, and operational forums.
• Ensure accountability for remediation of operational losses and failed audits.

• Act as the primary point of contact for stakeholders locally and regionally.
• Ensure high‑quality service to internal and external priority clients.
• Provide expert operational knowledge and manage escalations from hubs or MENA countries.
• Own and manage regulatory reporting, suspense accounts, account reconciliations, and critical process oversight.

• Lead by example, building the right culture and values within the team.
• Recruit, develop, and retain skilled professionals to deliver operational obligations effectively.
• Set objectives, provide feedback, and reward performance aligned with responsibilities.

• Participate in operational risk forums, identify and mitigate risks, and ensure adherence to control frameworks.
• Manage root cause analyses, process improvements, and compliance with group and local regulations.
• Oversee audit responses, regulatory reporting, and risk remediation activities.
• Ensure sustainable control in day‑to‑day operations and monitor departmental performance metrics.

• Uphold the highest standards of ethics, regulatory compliance, and Group Code of Conduct.
• Lead the team to achieve outcomes aligned with the Bank’s Conduct Principles, including fair client outcomes, effective markets, financial crime compliance, and a safe environment.

• Vertical Heads
• AME Cluster and Country Heads
• Network Management
• Business / Sales stakeholders
• Finance – country and Group
• Risk – country and Group
• Technology – country and Group
• Legal & Compliance – country and Group
• Regulators
• Internal and External auditors
• Africa and Middle East (AME) and Group Financial Services Solutions Management Team (FSS MT)
• Country/ Regional Chief Operating Officer (COO)/ Chief Executive Officer (CEO)/ Human Resources (HR) Head

• Embed Here for good and Group’s brand and values in Middle East (ME) countries for the Financial Services Solutions (FSS) franchise.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

• Expertise in conducting fiduciary and fund services operations, custody and clearing, and risk management.
• Proven ability to lead teams, manage operational performance, and implement process improvements.
• Strong stakeholder management, assertiveness, and team collaboration skills.
• Ability to understand business strategy, financial controls, and governance frameworks.

• Extensive knowledge of the funds and fiduciary…