Fund Order Services, Client Solutions Officer

Who we are looking for? We are seeking an execution-focused operations professional to design the new service from the ground up and help run it after launch. This role will work directly with teams performing the current manual process, convert that knowledge into a practical future-state model, embed risk and control requirements, prepare the operation for go-live, and oversee the service in BAU. The role requires someone who can work independently, get into the detail, drive decisions, and produce complete operational deliverables rather than simply coordinate meetings.

Current-State Discovery and Future-State Design Lead detailed walkthroughs with teams outside FOS to document the current end-to-end process, data, handoffs, systems, decisions, exceptions, dependencies, and pain points. Create clear current-state and future-state process maps, roles and responsibilities, handoff points, service boundaries, and exception paths. Design a scalable operating model that minimizes manual work, clarifies ownership, supports controlled processing, and can be extended to future clients. Facilitate working sessions, challenge incomplete assumptions, document decisions, and close open items. Control Environment and Operational Risk Identify risks at each step of the future-state workflow and design preventive, detective, and recovery controls with clear owners and evidence requirements. Draft and maintain SOPs, supporting procedures, Business Process Maps, Archer controls, Task Manager checklist items, and FTTOP documentation. Develop practical contingency and recovery plans for technology failures, incomplete data, missed handoffs, processing exceptions, and other disruption scenarios. Support NBPRA conditions, readiness evidence, internal approvals, and the post-implementation review. Operational Readiness and Implementation Define readiness criteria and ensure people, process, technology, controls, data, support coverage, contacts, training, and escalation paths are in place. Plan and conduct model office and production parallel activities, document results, resolve gaps, and support go-live recommendations. Coordinate end-to-end readiness with upstream and downstream teams and ensure each handoff is understood, tested, and supported. Bring the service into production, support stabilization, and transition deliverables into sustainable BAU routines. Ongoing Service Oversight Oversee daily service delivery in a highly automated environment, focusing on exceptions, breaks, control results, aging items, client impact, and recurring issues. Analyze operating data and incidents to identify root causes, control weaknesses, and opportunities for automation or simplification. Maintain procedures and controls as the solution evolves and support onboarding of additional clients without weakening the operating model. What Success Looks Like Current and future states are complete, understandable, and agreed across all teams that perform or support the service. Controls and contingency plans are embedded in the design, evidenced through testing, and ready before production launch. BAU operates with clear ownership, effective exception oversight, current documentation, and a continuous-improvement mindset. Required Experience and Capabilities Hands-on fund operations experience, preferably in FOS, Transfer Agency, cash allocation, or a related end-to-end transaction workflow. Experience designing operating models, documenting processes, identifying operational risks, and implementing controls and procedures. Demonstrated ability to turn incomplete information into structured, usable deliverables and drive open items through closure. Strong analytical, facilitation, writing, and stakeholder-management skills, with close attention to operational detail. Comfort operating in a dynamic environment and taking direct ownership for implementation and BAU outcomes.

Experience with Business Process Maps, Archer,