Senior Investment & Platform Operations Analyst in London

Our mission is to transform millions of lives by making great financial advice more accessible and affordable. We’ve grown fast, and the next 12 months will bring some of our biggest developments yet. We’re welcoming a much larger client base onto our platform, launching new account types and introducing retirement options for our clients. Our Investment & Platform Operations team makes these services work in practice: moving clients’ money accurately, resolving complex cases and making sure people receive the service they need at important moments in their lives.

The opportunity: We’re looking for an investment platform operations professional with hands-on pensions experience who enjoys solving problems, supporting colleagues and improving how things work. You’ll own complex cases from start to finish, covering pension transfers, withdrawals and wider platform administration. Over time, you’ll also help us prepare for growth by developing processes for new retirement options, strengthening controls and sharing your knowledge across the team. This is a hands-on senior role.

You’ll spend a good share of your time on day-to-day operational work: helping the team manage its workload across a range of processes and running our controls. The rest of your time will be spent in a more senior capacity, including checking colleagues’ work, handling escalations and supporting the running of the team. As the team grows, there’ll be plenty of opportunity to take on project work and help build out our processes. You’ll join at a point where your experience can make a visible difference to both the service we deliver and the team we’re building.

What you’ll do:

• Manage cases from start to finish.
• Process transfers, withdrawals, letters of authority and platform administration, keeping work moving, records accurate and colleagues informed.
• Put your pensions experience into practice.
• Support pension transfers, withdrawals and retirement processing, and help develop the processes we’ll need as new retirement options launch.
• Resolve complex cases.
• Investigate non-standard requests, work with providers and internal teams to overcome delays, and support colleagues when cases need more experience or judgement.
• Check work and maintain standards.
• Review colleagues’ work through our four-eye checking process, respond to operational queries within agreed service levels and escalate risks when needed.
• Keep our controls effective.
• Monitor manual and automated processes, investigate failures and help make sure issues are resolved and prevented from recurring.
• Make change happen.
• If you can’t leave something alone when it could be better, you’ll fit right in. Document clear processes and introduce practical improvements, including automation.
• Support growth.
• Contribute operational expertise to new products, platform developments and the migration of client books.
• Help colleagues develop.
• Share your knowledge, coach team members and help new joiners build the confidence and skills to work independently.

What you’ll bring:

• Strong financial services operations experience, including hands-on pensions processing, such as pension transfers, SIPPs, drawdown or retirement withdrawals.
• Experience owning complex cases and operational processes, with the judgement to know when to act independently and when to escalate.
• Clear communication: you can explain an issue, chase progress constructively and help providers and colleagues understand what needs to happen next.
• The ability to manage competing priorities while maintaining accuracy and following work through to completion.
• Experience training, coaching or supporting colleagues.
• Confidence using spreadsheets and a willingness to work with AI tools and automation to improve operational delivery.

It would also be helpful to have:

• Relevant pensions or investment operations qualifications, or deeper technical pensions knowledge.
• An understanding of the risks, controls and regulatory requirements relevant to your work.
• Experience supporting new products, retirement services or client migrations.
• Experience designing or improving operational controls.
• Familiarity with CRM systems and investment platforms.

Why join us now?

• Help build our retirement offering.
• Bring your experience into decisions about how new services will work, from the processes colleagues follow to the controls that protect clients.
• Develop as we grow.
• A larger team, broader product range and more complex operation will create opportunities to build specialist knowledge, lead improvements and take on more responsibility, supported by a learning budget and help towards relevant qualifications.
• See the impact of your work.
• Behind every transfer or withdrawal is someone relying on us to get it right. Your work will help clients access their money, plan for retirement and move forward with confidence.

In return for your contribution we offer a base salary of £35,000 - £40,000 DOE + benefits. We want people to grow here, to feel supported and to feel proud of the impact they make!

You’ll get:

• Hybrid working with 3 days in the office each week (Tuesday - Thursday).
• 18 days a year working from anywhere.
• Performance-based bonus.
• The opportunity to participate in our Share Incentive Plan (HMRC approved scheme enabling employees to invest tax efficiently).
• Company pension.
• Private medical insurance.
• Enhanced parental leave and Return to Work coaching.
• Birthday day off.
• A mission driven focus - the chance to help people improve their lives through financial wellbeing, and a supportive team who care about what they do.

About Octopus Group: We're part of Octopus Group, a privately-owned business that's spent 25 years doing things differently. Octopus Group builds businesses designed to outlast it, aiming to leave things a little better for the generations that follow.

Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer. We believe in equal financial education for everybody, no matter their background. The same goes for opportunities within our team. We pride ourselves on building an inclusive working environment where diversity is celebrated. We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.