Document Business Solutions Country Lead

Lead with impact as the Country Lead for Document and Business Solutions (DBS) Operations in China, heading a team that keeps the firm's critical document and records services running securely, accurately, and on time. As AI and new technologies transform our organization, you will help move DBS from a paper-based operation to a digital, AI-assisted capability with controls built into every process. Working with our main internal clients, including the Investment Bank, Operations, and Events and Marketing, as well as partners across risk and technology, you will drive operational excellence and deliver scalable solutions that support the firm's growth. This is an opportunity to shape how our operations run day to day, in a culture that values innovation, leadership, and diversity.

Job responsibilities

• Execute the China DBS strategy and roadmap, covering service scope, digitization, modernization, capacity, and location strategy. Align it with regional and global DBS direction, and track the benefits it delivers.
• Lead a team of 14 across Shanghai and Beijing covering our services in 8 China sites. Set goals, coach leaders, and build succession plans, training, and cross-coverage for critical processes. Help teams build skills in digital tools, analytics, and automation operations.
• Build strong, trusted relationships with senior stakeholders across the Investment Bank, Operations, Events and Marketing, CAO functions, Legal, Compliance, Risk, and Technology. Understand their priorities, set clear expectations, and turn business needs into prioritized deliverables. Balance competing demands, manage escalations, and influence decisions where you don't have direct authority.
• Own the annual budget, headcount, productivity commitments, and cost-to-serve. Deliver savings through demand management, process re-engineering, standardization, and supplier negotiations.
• Own end-to-end service performance across sites, including turnaround times, quality, exceptions, rework, and backlog. Support this with capacity and peak planning and resilience coverage.
• Ensure our print centres run seamlessly and delivery is within SLA’s 
• Maintain the service catalog, SOPs, quality assurance sampling, and control testing routines, and drive continuous improvement.
• Lead incident and escalation management, using structured root-cause analysis and lasting corrective actions to reduce repeat incidents.
• Ensure chain-of-custody integrity and traceability for physical and digital documents through receipt, storage, handover, retrieval, and destruction, with evidence that is ready for audit.
• Apply strict change control to workflow, tooling, and routing changes. Partner with Operational Risk, Compliance, Control, and Technology Risk to assess new services, changes, and material incidents.
• Modernize paper-based processes through scanning, LLM, metadata tagging, classification, and automated routing. Integrate DBS services with enterprise workflow and records platforms.
• Lead the rollout and ongoing operation of intelligent document processing (IDP), robotic process automation (RPA), and GenAI-enabled document handling. Set human review standards, including exception queues, quality sampling, override rules, and monitoring for quality and model drift.
• Manage outsourced services and vendors. This covers SLA and KPI scorecards, governance reviews, onboarding and due diligence, performance remediation, concentration risk, and exit readiness.
• Serve as the senior DBS contact for country business heads, CAO functions, Legal, Compliance, Risk, and Technology. Attend governance forums and report on performance, risks, and roadmap progress with clear metrics.

Required qualifications, capabilities, and skills

• Strong stakeholder management. Able to explain the vision and strategy clearly and influence people you don't manage. Ability to market our services to other functions. 
• Proven ability to lead through change and to build a culture of continuous improvement and learning from missteps.
• 8 years of experience in Operations
• Strong knowledge of operational risk and controls, records and information governance, audit readiness, data privacy, and the expectations of a regulated environment.
• Proven track record in service transformation, digitization, standardization, and cost and productivity management.
• Expertise in process innovation, design, and automation
• Proven vendor management and commercial skills, including budgeting, negotiations, and SLA governance.
• Data-driven management skills, including KPI design, dashboards, and root-cause analysis.

Preferred qualifications, capabilities, and skills

• Bachelor's degree or equivalent experience.
• Experience rolling out AI or large language model (LLM), IDP, or RPA solutions in regulated workflows, including governance of human review steps.
• Experience in a product environment or a global organization focused on banking processes.
• Knowledge of China's data protection requirements, such as PIPL, the Data Security Law, and the Cybersecurity Law.
• Fluent spoken and written English and Mandarin.