Expert

Role Overview

The Expert – Client Instructions (CI) will serve as the key subject matter expert for interpreting, validating, and implementing client-specific requirements across projects and operational deliverables.

The role will play a critical part in the transition of the T&D; Client Instructions process, with a strong focus on validation. Leveraging a solid understanding of both upstream and downstream processes, the Expert will provide validation guidance and support to Operations teams, ensuring accurate and consistent execution.

The Expert will work closely with Transformation and Technology teams to understand process and system changes, assess their operational impact, and ensure timely and effective communication to Operations teams.

The role will ultimately ensure that operational deliverables consistently meet client instructions, compliance requirements, and quality standards, while strengthening collaboration across T&D;, Operations, Transformation, Technology, and other key stakeholders.

Key emphasis of the role

• Client Instructions expertise: Act as the primary point of expertise for interpretation and implementation of client-specific requirements.
• Validation ownership: Strengthen validation across upstream and downstream processes during the T&D; CI transition.
• Operational enablement: Provide clear guidance and support to Operations teams for accurate execution.
• Transformation & Technology partnership: Translate process and technology changes into actionable operational requirements.
• Quality & compliance: Ensure deliverables consistently meet defined client instructions and quality benchmarks.
• Stakeholder communication: Maintain clear and timely communication across all involved teams.
 

Key Responsibilities

•  Program & Change Leadership • Manage large-scale transformation programs across multiple markets
• Drive stakeholder alignment
• Monitor risks, dependencies, and transformation benefits realization

• Process Integration & Standardization• Align workflows across Operations
• Standardized SOPs
• Ensure seamless transition from project mode to BAU ownership

• Digitalization & Automation• Lead deployment of AI, automation specifically validation tools
• Define automation requirements with Technology teams
• Drive UAT, business sign-off, and adoption of new solutions
• Define KPIs, dashboards, and governance mechanisms

• Capability Building & Knowledge Management• Enable upskilling of Operations
• Build SME communities and Centers of Excellence

• Stakeholder & Executive Engagement• Partner with Technology, PL and Regional Teams.
• Prepare executive updates, transformation reviews, and business cases.
• Influence decisions through data-backed recommendations.

• Stakeholder Management• Act as the subject matter expert for client instructions during onboarding, reviews, and escalations.
• Collaborate with cross-functional teams (Operations, Legal, Compliance, Tech) to resolve ambiguities.

• Continuous Improvement• Identify gaps in instruction interpretation and propose process enhancements.
• Train internal teams on evolving client requirements and best practices.
• Must have strong awareness of Generative AI (GenAI), including a solid understanding of AI capabilities, applications, and industry background.
• Ability to define long term GenAI strategy aligned with business Goals

Required Skills & Competencies

• Strong analytical skills
• Excellent communication and stakeholder management abilities
• Deep understanding of compliance, regulatory frameworks, and client-specific nuances
• Proficiency in tools for workflow management and reporting (e.g., MS Office, ERP systems)
Qualifications

• Bachelor’s degree in Business, Operations, or related field (Master’s preferred).
• 5+ years of experience in client servicing, operations, or compliance roles.
• Prior exposure to global client instructions, Transformation and multi-country operations is a plus

Function: General Business
Experience Level: Mid-Senior Level