WRB COO,Jersey & Head,Integrated Middle Office EMEA Job Joliet area,Illinois USA,Management

The role is accountable for the WRB COO Jersey agenda and for establishing and leading a segment-aligned Integrated Middle Office for EMEA that brings together Client Servicing, Onboarding and CDD capabilities within a single unit.
The role provides end-to-end leadership across the client lifecycle, from onboarding through servicing, maintenance, remediation and exit. It is responsible for delivering client-focused outcomes, strengthening operational controls, managing non-financial risk, and enabling frontline and client management teams to deliver consistently effective client experiences. The role will drive transformational change, digitization, process optimization and operating model improvements while maintaining strong conduct, regulatory and risk standards.
Execution of business strategy, business enablement and transformation and strategic initiatives
Define and execute the WRB Jersey COO and Integrated Middle Office strategy, aligned to business priorities, client segments, risk appetite and Group standards.
Support WRB Jersey priorities, including channel expansion, product enablement, pricing, client journey enhancements, and business growth initiatives.
Work with Global, Cluster, Country, WRB Operations and Business Heads to agree priorities and resolve operating model, system, process and investment issues.
Lead transformational change to unlock efficiencies, strengthen controls, standardise metrics and improve client and frontline outcomes.
Continued focus on productivity, efficiency, and cost discipline across WRB

Job Summary

The role is accountable for the WRB COO Jersey agenda and for establishing and leading a segment-aligned Integrated Middle Office for EMEA that brings together Client Servicing, Onboarding and CDD capabilities within a single unit.
The role provides end-to-end leadership across the client lifecycle, from onboarding through servicing, maintenance, remediation and exit. It is responsible for delivering client-focused outcomes, strengthening operational controls, managing non-financial risk, and enabling frontline and client management teams to deliver consistently effective client experiences. The role will drive transformational change, digitization, process optimization and operating model improvements while maintaining strong conduct, regulatory and risk standards.

Strategy

& Business

Execution of business strategy, business enablement and transformation and strategic initiatives
Define and execute the WRB Jersey COO and Integrated Middle Office strategy, aligned to business priorities, client segments, risk appetite and Group standards.
Support WRB Jersey priorities, including channel expansion, product enablement, pricing, client journey enhancements, and business growth initiatives.
Work with Global, Cluster, Country, WRB Operations and Business Heads to agree priorities and resolve operating model, system, process and investment issues.
Lead transformational change to unlock efficiencies, strengthen controls, standardise metrics and improve client and frontline outcomes.
Continued focus on productivity, efficiency, and cost discipline across WRB
Build a scalable, sustainable and fit-for-purpose middle office model that is client-focused, control-led and capable of supporting future business needs.

Key Responsibilities Processes Integrated Middle Office & Client Outcomes for EMEA

Be accountable for end-to-end client outcomes across the lifecycle from onboarding to exit, excluding Contact Centre operations.
Establish a segment-aligned middle office bringing together Client Servicing, Onboarding and CDD capabilities into a single coordinated unit.
Oversee enablement of client management and frontline delivery teams through clear processes, guidance, escalation paths, service standards and operational support.
Ensure effective client experience across the lifecycle, with a closed feedback loop for complaints resolution, root-cause analysis, service recovery and prevention of repeat issues.
Improve speed, quality and consistency of client delivery while protecting risk, conduct, AML, CDD, sanctions, tax and data quality standards.
Develop performance dashboards and service health metrics to track client outcomes, turnaround times, first-time-right quality, backlog, risk indicators and service recovery closure.
Work across client journeys and support functions, in coordination with Group teams, to ensure coherent, seamless delivery of client and business outcomes.
Provide business input and oversight…

WRB COO, Jersey & Head, Integrated Middle Office EMEA