Operations Manager

The Operations Manager is responsible for overseeing and embedding robust operational processes across the business, ensuring that third party administrators and service providers operate in line with regulatory requirements, internal policies, and agreed service standards. The role acts as a key owner of day‑to‑day operational processes, controls and governance routines. It provides structured oversight, manages operational risk and ensures clear documentation, reporting and evidence are in place to support good customer outcomes. While initially an individual contributor role, the position is expected to develop greater leadership and people management responsibilities over time as the operating model evolves.

Key Responsibilities

• Process Ownership and Continuous Improvement: Own and maintain defined operational processes within Group Operations, ensuring they are clearly documented, understood and consistently applied. Review existing workflows, controls and handoffs to identify inefficiencies, control gaps or operational risk. Design and implement pragmatic process improvements, coordinating across internal teams, third party administrators and service providers where required. Ensure procedures, controls and operational documentation remain current and reflect regulatory, product or operational change. Act as a subject matter expert for assigned operational processes, supporting queries, escalations and assurance activity.
• Operational Support and Oversight: Manage day‑to‑day operational queries, approvals, exceptions and escalations received from third party admin providers and other service providers. Handle Transfer Agency (TA) referrals, including investigation, coordination and resolution. Monitor large deals and settlement activity, including chasing outstanding platform settlements where required. Support customer activities, including complaint resolution, review of customer letters, application forms, website content, portal information and customer guidance materials. Maintain complaints and breach logs, ensuring accurate records, timely updates and appropriate escalation.
• Governance, Reporting and Control: Oversee elements of the reports and accounts process, coordinating inputs and tracking progress. Support the preparation and review of client money statements, including bi‑annual statement reviews. Coordinate annual permissions with the depositary, including approval for half‑day closures and related website updates. Act as secretary to the Operational Governance Oversight Committee (OGOC), including agenda preparation, paper collation, minutes and action tracking.
• Supplier, Depositary and Third‑Party Oversight: Support depositary due diligence activities and ongoing oversight. Coordinate annual due diligence and respond to periodic questionnaires, including the third party monthly questionnaires. Support Operational Aspects of Mergers and related calculations. Dilution adjustment calculations. Illiquid asset processes. Platform set‑up checks. TeX processes and associated communications. Coordinate reviews and updates of Terms and Conditions.
• General Responsibilities: Provide ad hoc operational analysis and support to senior stakeholders. Ensure all activities are completed in line with regulatory expectations, internal policies and governance standards. Maintain clear documentation and evidence to support audit, oversight and regulatory review. Proactively identify opportunities to improve processes, controls and efficiency.
• Secondary Responsibilities: Demonstrate professionalism in all interactions with stakeholders, including adherence to ethical principles and maintaining the confidentiality of sensitive information. Define and role‑model the behaviours expected within the Group Operations team. Maintain certification status and participate in continuing education programmes to keep up to date on the latest industry developments.