Head of Operations - Epsom, Surrey

Head of Operations – Epsom, SurreyOur client is looking for a new Head of Operations to join their practice based in Epsom, Surrey. We are looking for an extremely experienced candidate, with 10+ years of work history in a similar role. This will be an office based position working for a busy SJP Practice.

Role OverviewTo set the strategic objectives for the Practice aligned with the direction of the Partners. Implementing change, ensuring all functions of the business are operating efficiently and within best practice principles. Overseeing and assisting with key business functions including advisory, marketing, business development, paraplanning and administration ensuring they are wholly aligned to Practice objectives

Key Tasks

Develop and implement effective infrastructure, systems, processes and procedures

Day to day management and overseeing of the Practice including client servicing requirements

Ensure all team members perform their key functions consistently and efficiently through effective people management skills and processes

Monitoring adherence of all SJP procedures and internal processes

Provide ongoing technical support and training to management staff joining the Practice to support them manage their team effectively

Overseeing and monitoring the effective management of all client data on the CRMs

Ensuring Compliance throughout the Practice is efficiently monitored and up to date including Anti Money Laundering, CPD, regulatory and legislative requirements

Regularly updating the Record of Processing (ROP) document

Monitor business reports, trends and statistical analysis to identify opportunities and challenges which might affect the growth of the Practice

Liaison with the Directors and other PSS (as appropriate) to gather weekly productivity stats and obtain key updates on cases

To identify any potential issues within the Practice and address them accordingly

Preparing meeting agendas for the weekly and monthly team meetings

Reviewing and updating the Practice Manual, when required

Monitor tasks and workloads of other PSS, conduct weekly 1 : 1s with them to oversee quality of work and check capacity

Overseeing the Practice\’s HR requirements including paperwork for new starters, DBS checks, IT set up etc

Assisting with the training and onboarding of new starters

Oversee the Practice\’s social media pages and all marketing requirements including website updates, client mailshots and approvals from Marketing & Financial Promotions

Enable the team to develop client relationships and referrals, service existing clients and assist in building new relationships (incorporating client entertainment events) to create a first-class client servicing strategy

Assisting the Directors with any client events the Practice hosts

Co-ordinating / assisting with any ad hoc projects such as BSPs, client reallocations, campaigns etc

Monitoring the business pipeline and ensuring new business is issued promptly and correctly

Maintain notes on projected business KPIs and be aware of financial targets set for the Practice

Liaise each week with PSS / advisers to ensure that Head Office calls re new business are done and all outstanding documents are submitted correctly and in a timely manner

Liaising with the Directors and ensuring that IAF / any adviser fee splits are correct on EBS\’s

Preparing any confidential correspondence and / or documents as required by the Directors including meeting minutes

Logging client / key calls on Salesforce and taking detailed notes as appropriate

Use of Salesforce to monitor tasks, note client actions and update client status

Liaising with the Admin Centres, SSMs and other SJP support departments as required

Scanning, printing, filing and other administrative tasks required within the role

Any other duties within your scope of work in order to meet the needs of the business

Education Skills Required

Higher education, college or university

Minimum of 5 x Grade C or above GCSEs (or equivalent) including English and Maths

[Ideally Dip PFS or equivalent qualification, be working towards or have the desire to gain a diploma / chartered qualification]

Knowledge and Experienced Required

Background in or knowledge of Financial Services or Wealth Management – essential

Prior management experience within a regulated environment – minimum of 10 years

Experience of managing workflow, systems and procedures

Experience of managing and developing people

Exceptional knowledge of Salesforce and / or [other financial based CRM]

IT proficient in Microsoft Outlook, Word and Excel

Candidate Attributes Required

Highly organised with excellent attention to detail

Able to work in a fast paced environment and cope with pressure when required

Time efficient with a methodical approach to prioritising and / or delegating tasks

Ability to prioritise own workload effectively and be self-motivated

The ability to multitask efficiently and think \’outside the box\’

Able to use own initiative coupled with a proactive approach

Accurate typing with exceptional English and grammar skills

Open to change with a creative approach to problem solving

Takes personal responsibility for the quality and timeliness of work and achieves results with minimal supervision

Discretion, confidentiality and empathy towards staff when dealing with sensitive or personal matters

An enthusiastic and ambitious attitude to self-development and personal growth

Adaptable and flexible

Smart and well presented, with a professional telephone manner

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