Business & Delivery Operations Manager

Position Overview

We are seeking a highly capable and driven Business Delivery & Operations Manager to support the Director of Professional Services in shaping and scaling a strategic, outcomes-led service offering that helps clients maximise the value of Actimize’s financial crime detection platforms. This role will play a pivotal part in both shaping internal business operations and enabling high-quality client delivery across financial crime and compliance services. You will operate at the intersection of business management, delivery enablement and partner oversight, acting as the operational engine that keeps internal teams aligned, clients satisfied and the business running predictably. This is a unique opportunity to shape a rapidly evolving service line from the ground up, acting as a trusted advisor and key enabler of growth.

Duties and Responsibilities

• Partner with the Director to forecast headcount needs, assess delivery readiness and support

pricing or contract shaping activities.

• Own the weekly business performance rhythm, including internal dashboards, margin analysis,

delivery health reports, and commercial performance tracking.

• Lead internal readiness planning for new client ramp-ups, from resource mobilisation to

knowledge transfer oversight.

• Lead and support weekly/monthly global calls, ensuring accurate reporting across pipeline,

resourcing, revenue and cost.

• Manage operational engagements from opportunity identification through to delivery.

• Oversee recruitment and onboarding processes, including candidate shortlisting, first-day

coordination, and training facilitation.

• Maintain and optimise business platforms (Salesforce, Kantata/Kimble) for data accuracy and

reporting.

• Prepare high-quality reporting materials for senior stakeholders and clients.

• Work with sales and pre-sales teams to support pipeline conversion through operational inputs

and resourcing strategy.

• Oversee service delivery, ensuring service transition and operational readiness.

• Manage cross-functional, geographically dispersed teams in a matrix structure.

• Identify and mitigate delivery risks, protecting critical path timeframes.

• Collaborate with clients and internal teams to ensure seamless onboarding and service delivery.

• Proactively identify risks and dependencies impacting service delivery and escalate with

solutions.

• Create delivery roadmaps and frameworks to drive consistency, scalability, and high

performance.

• Oversee reporting cadence and governance for active engagements.

• Support with the oversight of partner / Vendor delivery quality, resource availability, attrition risk

and knowledge transfer protocols.

• Design and implement dashboards and reporting tools to provide insights across revenue,

resourcing and delivery operations.

• Conduct data analysis to identify delivery inefficiencies and propose strategic improvements.

• Develop accurate forecasting models for resources and revenue, aligned with business goals.

• Support month-end financial processes including billing and client reporting.

• Act as a strategic advisor to senior leadership, offering insights on resource planning and

operational strategy.

• Drive collaboration across teams, countries, and clients to ensure alignment and delivery

excellence.

• Escalate issues appropriately and influence outcomes through clear communication and

stakeholder management.

• Manage documentation, case studies, timesheets, and cross-departmental collaboration.

• Match resources to opportunities based on skillsets and experience.

• Create resource profiles and offering decks for sales enablement under tight deadlines.

Education & Experience

• 8+ years of relevant industry experience

• Proven experience in business management within the financial services or consulting sector

• Experience in service delivery, transition and operational readiness

• Excellent stakeholder and client management skills

• Advanced Excel skills (macros, pivot tables, data modelling) and data visualisation (Power BI)

• Familiarity with Salesforce, Kimble and other business management platforms

• Ability to manage multiple priorities, meet tight deadlines and lead by example

• Strong analytical, problem-solving and consensus-building capabilities

• Project Management Certification highly desirable

• Power BI expertise

• Prior consulting experience, ideally in a client-facing role within financial services or compliance

operations

• Financial Crime SME domain knowledge, particularly in areas such as AML, KYC, transaction

monitoring or investigations

Inter-Personal Skills

• Self-starter with a strong sense of ownership and a natural drive to make things happen

• Thrives in fast-paced, evolving environments and is energised by the opportunity to help shape a

growing business line

• Strategic thinker with hands-on execution capabilities

• Commercially minded, detail-oriented, and comfortable navigating ambiguity

• Proactive in identifying opportunities for improvement

• Confident in managing multiple priorities

• Skilled at building relationships across teams and stakeholders