Group Head of Shared Services

Madison Pearl

Develop and execute a group-wide Shared Services strategy aligned to the bank s operational and growth agenda.

Lead transformation initiatives to enhance efficiency, standardisation, automation, and service quality.

Drive digitisation and adoption of new technologies to deliver best-in-class banking support services.

Oversee end-to-end delivery of Shared Services across multiple business lines and regions.

Establish SLAs, KPIs, and governance frameworks to ensure reliability, transparency, and continuous improvement.

Ensure processes support regulatory requirements, audit standards, and group-level compliance.

Partner closely with Group COO, CFO, CHRO, and Business Heads to understand priorities and deliver value-added services.

Build trusted relationships across all banking subsidiaries, ensuring alignment and seamless service delivery.

Champion a service-oriented culture focused on quality, speed, and internal customer satisfaction.

Lead and develop a multi-disciplinary team across various locations and functions.

Build capabilities in service management, process excellence, automation, and digital tools.

Foster a high-performance environment centred on innovation, accountability, and continuous improvement.

Manage budgets, cost optimisation initiatives, and effective resource planning.

Drive organisation-wide efficiencies through consolidation, standardisation, and shared platforms.

Identify and mitigate operational risks, ensuring strong governance and controls.