Vice President, Operational Outcomes

Management Level

D

About EQ Shareholder Services

Equiniti is undergoing a bold transformation, powered by a dynamic, newly formed leadership team that began their journey in 2025. This Leadership team is steering EQ into the future by leveraging state-of-the-art technology and data-driven strategies to drive customer satisfaction and unlock new growth opportunities.

EQ is not just supporting organisations – EQ is revolutionising how it engages with shareholders and manage their corporate lifecycle. From energising shareholder engagement and streamlining stock registers to facilitating seamless ownership transfers, dynamic shareholder meetings and efficient dividend payments, EQ is the backbone of global equity administration.

But that’s just the beginning. EQ’s mission is to digitize every aspect of shareholder interaction, making investments more accessible, transparent and more engaging than ever before. EQ is leading the charge in dematerialisation, empowering issuers and shareholder to embrace a digital-first experience.

The acquisition of Notified has supercharged the organization’s capabilities in investor relations and communications, making EQ the only global technology partner dedicated to both public relations and investor relations solutions.

EQ’s commitment to agility and a #ClientObessedApproach means they act fast, deliver exceptional service and always put their clients first.

The Opportunity

The Global Head of Operational Outcomes is responsible for designing and implementing service excellence strategies to enhance customer experience, streamline operations, and improve service delivery. This executive leads cross-departmental initiatives focused on optimizing workflows, reducing service lead times, and increasing operational agility. The role champions digital tools and automation, ensures compliance with SLAs and regulatory requirements, and fosters a culture of continuous improvement across all service lines and geographies.

Roles and Responsibilities

• Design and implement global service excellence strategies
• Lead cross-functional transformation projects, optimizing workflows and service delivery
• Promote a culture of continuous improvement and operational agility
• Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making
• Coach teams on best practices in service quality, process standardization, and change management
• Champion digital tools and automation to enhance service efficiency
• Ensure compliance with SLAs, regulatory requirements, and internal quality standards
• Foster knowledge sharing and operational consistency across regions
• Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance
• Serve as the voice of the customer, advocating for client needs at the executive level

Job Specifications

Education

Bachelor’s degree in HR, Organizational Development, Business, or related field.

Relevant Experience

Minimum 5 years in operational excellence, process improvement, or transformation leadership, preferably in financial services, fintech, or complex B2B organizations.

Functional skills

Behavioural skills

Knowledge and skills

Essential:

• Service excellence and operational transformation
• Data-driven decision-making and analytics
• Change management and process standardization

Essential:

• Leadership of cross-functional teams
• Strategic consulting and stakeholder management
• Continuous improvement mindset

Compensation:

• $158,000-187,000 annually

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.