Global Head- Project and Client Operations

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.

Requirements

• 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.