Head of Front of House Operations (Financial Services)

A fantastic opportunity has arisen for an experienced, strategic and forward-looking Head of Front of House Operations to join a highly prestigious investment management firm in their office in the City of London. The primary focus of this role is on developing and delivering a high-level vision for how Front of House and Client Events are run across the business. You will shape how the firm engages with clients and visitors, devise a roadmap for FOH service development, and take ownership of planning client-facing and internal events over the coming year and beyond. This is a high-impact, visible position, working closely with senior leadership, marketing, and facilities to ensure that the client experience is elevated, consistent, and aligned with the firm’s brand and culture.

Candidates must have experience managing a team and previous hospitality experience (Investment / Wealth Management industry experience highly desirable).

Duties of the Head of Front of House Operations to include:

• Lead the strategic development of the Front of House function across key UK offices, identifying opportunities to enhance client experience and operational efficiency.
• Create and implement a 12–24 month roadmap for Front of House operations and event planning.
• Collaborate with marketing and business development teams to plan and deliver a calendar of high-quality client events.
• Use management information and feedback loops to analyse FOH performance and shape improvements.
• Oversee the performance and development of the FOH team, ensuring a high standard of client service and consistent best practice.
• Manage vendor relationships and internal stakeholders (e.g. catering, AV/IT, facilities) to ensure seamless event and reception delivery.
• Lead the documentation and evolution of FOH policies and procedures.
• Drive cross-team collaboration and ensure FOH operations align with wider firm priorities.
• Manage and lead the FOH team in assigned office(s), ensuring they effectively carry out their duties, and providing training and coaching in all aspects of the role.
• Review FOH procedures on an ongoing basis, making suggestions for improvement where appropriate, and ensuring procedures are documented and up to date.
• Contribute to regular Group FOH meetings, progressing any action points and cascading information to the FOH team as appropriate.
• Develop monthly management information.
• Ensure adherence to the risk management policy and procedures, including expected standards of internal control across the team.
• Lead, motivate, and manage direct reports, support a no-blame culture, and ensure high-quality performance and that suitable resources are utilised to perform assigned activities.

Requirements for the successful Head of Front of House Operations to include:

• Proven ability to manage teams, with strong team leadership and people management skills.
• Experience within the Hospitality sector is essential.
• Wealth management industry exposure (desirable).
• Proven strategic management experience within Front of House, hospitality or events, ideally in financial or professional services.
• Strong understanding of what excellent client experience looks like at a premium-level firm.
• Excellent interpersonal skills, with a demonstrated ability to build and maintain strong stakeholder relationships.
• Highly detail-oriented, with exceptional planning and organizational skills and strong communication skills, both written and verbal.
• Proficient in Microsoft Office Suite.
• Passionate, high-energy, self-starter and team player, with a proven track record of achieving goals and driving continuous improvement.