Platform Operations Analyst

We’re hiring a Platform Operations Analyst to join our Platform Operations team. This isn’t a passive, inbox‑management role. We want someone who sees a broken process and fixes it, who asks why before they ask how, and who treats every operational problem as a puzzle worth solving. You’ll be working on the operational heartbeat of the Timeline Platform, the day‑to‑day processing, exception management, and continuous improvement that keeps the platform running smoothly for advisers and their clients. You’ll sit within a close‑knit team and report to the Senior Platform Operations Analyst.

Role Responsibilities

• Day‑to‑Day Operations
  • Managing manual processing for transfers, trades, and cash movements that fall outside automated workflows.
  • Reconciling unidentified deposits and resolving fee discrepancies.
  • Monitoring and resolving platform exceptions – failed trades, failed cash movements, and more.
  • Instructing client orders outside the scope of standard automated processes.
  • Supporting complex pension drawdown cases, liaising with advisers and our platform provider.
  • Managing client life event processes – Powers of Attorney, Pension Sharing Orders, bereavement cases.
  • Managing ISA void, repair and cancellation processes.
• Adviser Support
  • Working alongside the Adviser Success Team to investigate and resolve adviser queries end‑to‑end.
  • Owning the resolution of operational issues rather than passing them on.
  • Supporting the sales journey where appropriate with early technical guidance.
• Improvement & Development
  • Spotting inefficiencies and proposing fixes – we want your ideas.
  • Feeding operational insight back to the product team to support platform development.
  • Taking ownership of ad‑hoc projects as the platform continues to scale.

Role Requirements

We care more about the kind of person you are than where you’ve been. Experience in platform operations is a genuine advantage, but it’s not the only path in; what matters is that your background has given you the right skills and mindset.

Absolute must‑haves

• You’re hungry – you want to do good work, grow fast, and not wait to be told what to do.
• You’re adaptable – this platform is evolving, and the role will evolve with it. That excites you, not worries you.
• You’re a problem‑solver – when something breaks, you want to understand it and fix the root cause, not paper over it.
• You’re precise – operations work is detail work, and you take accuracy seriously.
• You’re a team player who’s also comfortable owning things independently.

Skills & Knowledge

• A solid grasp of retail investment products – equities, fixed income, OEICs/unit trusts.
• Familiarity with tax wrappers – ISAs, GIAs, pensions, onshore/off‑shore bonds.
• Understanding of the financial advice process and the role of a DFM and MPS.
• Proficiency in Microsoft Excel and Office suite.
• Comfortable with data analysis and extracting data insight.
• A solid understanding of the general AI landscape and experience with specific tools such as Claude.

Nice to-haves

• Work experience in a DFM or MPS business.
• Exposure to platform technology and fintech tools.
• Partial or full completion of a relevant qualification is a plus – IOC, IMC, Diploma in Investment Operations / Financial Planning.

The Package

• Competitive salary, dependent on experience
• Non‑contributory pension scheme
• 28 days holiday plus bank holidays
• Non‑contractual bonus scheme
• Potential to join company option scheme
• Insurance plans
• Cost of relevant professional qualifications and memberships
• Hybrid working (2 days in the London office per week)
• Flexible hours (depending on team requirements)
• Wellbeing support