Responsibilities

• Own daily operational performance across the region, ensuring consistent delivery against service and quality standards
• Lead, coach, and develop team leads and front-line staff, including performance management, workforce planning, and succession readiness
• Drive continuous improvement initiatives using structured methods such as root-cause analysis, translating findings into sustained process controls and measurable benefits
• Establish and maintain operational controls, including documented procedures, control testing and monitoring, exception management, and issue remediation with clear accountability
• Manage operational risk, including operational resilience, incident response, business continuity readiness, and timely escalation of emerging issues
• Serve as the regional single point of contact for platform operational performance, owning intake of issues and requests and managing end-to-end escalations through to closure with Product and Technology teams
• Partner with global product owners, suppliers, and the Marketing Technology team to adapt and scale platforms for events, email distribution, and AI-enabled marketing, ensuring regional needs, regulations, and market nuances are reflected in roadmaps and priorities
• Own the end-to-end lifecycle of regional initiatives from idea through delivery and continuous improvement, defining scope, dependencies, delivery readiness, and proactively managing risks
• Lead launches of new initiatives and major enhancements, including checkpoints, testing phases, change management, required approvals, and post-launch monitoring to ensure stable adoption
• Translate business and user needs into clear, testable user stories and acceptance criteria, and partner with engineering and quality assurance on testing coverage, issue triage, and release planning

Requirements

• Demonstrated experience leading operational teams, including people management, performance management, and workforce planning
• Proven experience managing operational risk, controls, incident response, and business continuity in a regulated environment
• Demonstrated experience driving continuous improvement using structured methodologies such as root-cause analysis with measurable outcomes
• Experience performing product ownership activities, including managing backlogs, defining user stories and acceptance criteria, and partnering with technology delivery teams
• Experience launching and scaling digital platforms, including planning, testing, change management, and post-launch monitoring
• Strong stakeholder management skills, with the ability to influence across marketing, product, technology, operations, legal, compliance, and risk partners
• Strong analytical skills, including defining key performance indicators, interpreting performance data, and applying test-and-learn practices to drive improvements
• Experience managing third-party suppliers, including service-level governance, risk assessments, and remediation of deficiencies
• Strong written and verbal communication skills, including the ability to translate complex requirements into clear documentation and training materials
• Working knowledge of marketing technology platforms, including event platforms, email distribution tools, or AI-enabled marketing capabilities

Preferred

• Experience working in global financial services or another highly regulated industry
• Familiarity with Agile delivery practices and common delivery tools
• Exposure to AI-enabled marketing platforms or emerging marketing technology capabilities
• Experience operating as a regional single point of contact, balancing global roadmap commitments with regional priorities
• Process improvement certification or formal training (for example, Lean or Six Sigma)
• Experience leading or coordinating user acceptance testing and cross-functional release planning
• Background in marketing operations, digital operations, or campaign execution support