Oliver Wyman—Director - Investments

Job description

Description: Company: Marsh Description: We are seeking a talented individual to join our Investments team part of our People & Investments team at Marsh. This role will be based in Gurgaon This is a hybrid role that has a requirement of working at least three days a week in the office Director – Investments The Performance Centre of Delivery (CoD) Lead is responsible for leading the global Performance CoD operating model, delivering centralised 24/5 operational support across performance measurement, attribution, ex-post risk, GIPS/FMPS oversight, and exception management processes to enable fund, client and investment performance. The role is accountable for providing consistent, high-quality and SLA-driven performance services globally. Acting as the operational hub for performance support activities, the CoD Lead ensures issues are proactively managed, resolved efficiently and escalated appropriately to maintain service quality, operational stability and stakeholder confidence. The CoD Lead drives a service-oriented culture focused on responsiveness, ownership, quality and continuous improvement, ensuring the CoD delivers a scalable and resilient support model across regions, asset classes and analytics disciplines. The role provides operational oversight of the third-party managed service provider, FactSet, ensuring externally delivered services operate in line with agreed service levels, governance standards, operational controls and stakeholder expectations. The CoD Lead will work closely with vendor teams and internal stakeholders to manage service quality, operational performance, issue escalation, process alignment and continuous improvement across the broader performance operating model. Working closely with Performance Regional SMEs, the Performance Change Lead and key business stakeholders, the role ensures globally aligned operational practices while supporting the evolving needs of investment teams, clients and the wider organisation. The role forms part of the global Performance leadership team and reports to the Global Head of Performance We will count on you for : 1. Global Service Leadership & Operational Delivery - Lead the global Performance CoD operating model, ensuring consistent and reliable 24/5 support across all supported performance processes and regions. - Own operational service delivery across: Performance measurement, Performance attribution, Ex-post risk, GIPS & FMPS oversight, and Reconciliations and exception management - Ensure services are delivered in line with agreed internal and external SLAs, operational priorities and quality standards. - Create a highly responsive support environment focused on timely issue resolution, operational transparency and strong stakeholder outcomes. - Drive consistency in operational execution, controls, reporting standards and stakeholder engagement across the CoD team. - Ensure the operating model remains scalable, resilient and aligned to business growth, client expectations and regional requirements. - Ensure service resilience through workforce planning, cross-training, capacity management and shift coordination. 2. Operational Oversight & Exception Management - Act as the primary operational escalation point for performance-related issues, incidents and service disruptions. - Ensure operational issues are triaged, prioritised and resolved effectively, minimising business, client and reporting impacts. - Maintain oversight of operational controls relating to performance calculations, attribution outputs, risk reporting, reconciliations and data quality. - Coordinate closely with Regional SMEs where regional expertise, client context or product-specific input is required to support issue resolution. - Drive high standards of root cause analysis and remediation to reduce recurring operational issues and improve overall service stability. - Ensure clear communication and stakeholder updates during material incidents or operational events. 3. Stakeholder Partnership & Service Management - Build partnerships with Investments, Client, Operations, Technology, and Data functions to support effective and consistent service delivery. - Act as a trusted operational partner to stakeholders by providing transparency on service health, issue resolution, operational risks and improvement initiatives. - Foster a collaborative service culture across global and regional teams, ensuring alignment on priorities, service expectations and operational outcomes. - Represent the CoD within governance forums and leadership discussions relating to operational performance, service quality and risk themes. - Ensure stakeholder feedback is actively incorporated into service improvement and operational prioritisation activities. - Build effective working relationships with external service providers, including FactSet, to ensure coordinated service delivery, operational transparency and timely issue resolution. 4. Change, Continuous Improvement & Operational Excellence - Partner with the Performance Change Lead to support implementation of new operating models, process enhancements and platform changes into BAU operations. - Ensure operational readiness for changes impacting methodologies, benchmarks, systems, controls, workflows or data sources. - Drive continuous improvement initiatives focused on automation, simplification, scalability and enhancement of operational controls. - Use SLA trends, exception patterns, stakeholder feedback and operational metrics to identify opportunities to improve service quality and efficiency. - Promote standardisation and best practices across regions and asset classes to support a globally consistent operating model. 5. People Leadership & Team Development - Lead, coach and develop Shift Leads and Analysts across the CoD structure. - Build a high-performing operational culture centred on accountability, collaboration, responsiveness and service excellence. - Develop team capability across performance measurement, attribution, risk, controls and exception management disciplines. - Ensure appropriate workforce planning, cross-training and succession planning to support a resilient and sustainable support model. - Encourage continuous learning, operational ownership and proactive problem-solving across the team. 6. Vendor & Managed Service Oversight - Act as the primary operational lead for oversight of the FactSet managed service relationship within the Performance operating model. - Ensure externally delivered services operate in line with agreed SLAs, KPIs, quality standards and governance requirements. - Manage day-to-day service interactions, operational escalations and performance reviews with FactSet and other external providers. - Ensure clear accountability, ownership and operational alignment across internal teams and third-party service providers. - Monitor vendor service quality, responsiveness, control effectiveness and issue remediation activities. - Partner with FactSet and internal stakeholders to drive operational improvements, service enhancements and process optimisation initiatives. - Ensure appropriate governance, reporting and oversight frameworks are in place across outsourced and internally managed operational activities. - Support strategic vendor discussions relating to service expansion, operating model evolution and delivery optimisation. What you need to have: · Minimum 15-20 years’ overall experience in investment performance reporting or related fields. · Candidate with CIPM certification would be highly desired. · Strong experience within investment performance operations, performance analytics or investment operations environments. · Demonstrated experience leading operational support teams within a global or multi-region operating model. · Experience operating within SLA-driven support environments with demanding stakeholder and client expectations. · Proven ability to improve operational service delivery, standardize processes and enhance control frameworks. · Strong stakeholder management skills across Investments, Client teams, Operations, Data and Technology functions. · Experience working with outsourced operational models, managed services or strategic third-party service providers. · Demonstrated experience overseeing vendor relationships, operational SLAs and service governance frameworks. · Experience working with performance platforms and providers such as FactSet, including operational support, service management or oversight activities, is highly desirable. · Proven ability to manage operational dependencies across internal teams and external service providers within a global operating model. Why join our team: · Your contributions will impact strategic decision-making and business performance. · We help you be your best through professional development opportunities, interesting work and supportive leaders. · We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities. · Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being. Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X. Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.