Head of Operations - Epsom, Surrey

Head of Operations – Epsom, Surrey

Our client is seeking an experienced Head of Operations to join their practice based in Epsom, Surrey. The ideal candidate will have over 10 years of relevant experience. This is an office-based role within a busy SJP Practice.

Role Overview

Set strategic objectives aligned with the Partners\’ vision. Implement changes and ensure efficient operation of all business functions, including advisory, marketing, business development, paraplanning, and administration, ensuring alignment with Practice goals.

Key Tasks

1. Develop and implement infrastructure, systems, processes, and procedures.
2. Manage daily operations and oversee client service requirements.
3. Ensure team members perform their roles effectively through strong people management.
4. Monitor adherence to SJP procedures and internal processes.
5. Provide technical support and training to management staff.
6. Oversee management of client data on CRMs.
7. Ensure compliance with AML, CPD, and regulatory requirements.
8. Update the Record of Processing (ROP) regularly.
9. Analyze business reports to identify opportunities and challenges.
10. Collaborate with Directors to gather productivity statistics and case updates.
11. Address potential issues within the Practice.
12. Prepare agendas for team meetings.
13. Review and update the Practice Manual as needed.
14. Monitor workloads and conduct weekly 1:1s with staff.
15. Manage HR requirements, including onboarding and IT setup.
16. Assist with training and onboarding new staff.
17. Oversee social media and marketing activities, including website updates and client mailshots.
18. Develop client relationships and referral strategies, including client events.
19. Support the organization of client events.
20. Coordinate ad hoc projects like BSPs and campaigns.
21. Monitor the business pipeline and ensure timely processing of new business.
22. Maintain notes on KPIs and financial targets.
23. Coordinate with PSS/advisers for new business documentation and submissions.
24. Ensure correct fee splits on EBS.
25. Prepare confidential documents and meeting minutes.
26. Log client interactions on Salesforce and update statuses.
27. Use Salesforce for task management and client communication.
28. Coordinate with support departments and handle administrative tasks.
29. Perform any other duties necessary for business needs.

Education and Skills Requirements

• Higher education qualification or equivalent.
• At least 5 GCSEs (or equivalent) including English and Maths, graded C or above.
• Ideally, Dip PFS or equivalent, with ongoing or planned qualification pursuit.

Knowledge and Experience

• Background in Financial Services or Wealth Management.
• Minimum 10 years management experience in a regulated environment.
• Experience managing workflows, systems, and procedures.
• Proven leadership and people development skills.
• Exceptional knowledge of Salesforce or similar CRM.
• Proficiency in Microsoft Outlook, Word, and Excel.

Candidate Attributes

• Highly organized with excellent attention to detail.
• Capable of working under pressure in a fast-paced environment.
• Efficient, methodical, and self-motivated.
• Multitasks effectively and demonstrates initiative.
• Excellent English and grammar skills.
• Open to change with a creative problem-solving approach.
• Responsible, discreet, and empathetic.
• Ambitious with a focus on self-development.
• Flexible, adaptable, and professional in appearance and manner.

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