The individual will be responsible for driving operational excellence, transformation and scalability across the business. As a key member of the Leadership Team, this role will shape and execute the operational strategy to support the company’s growth ambitions and enhance the overall client experience.
This role has full oversight of the operational side of the client journey, including Paraplanning and Client Services, ensuring delivery is efficient, compliant and aligned with the high standards across the organisation.
In addition, the Head of Operations will lead business operations, including office management, facilities and technology enablement, ensuring the infrastructure, processes and controls are in place to support a high performing organisation.
This individual will be a driver of change and transformation, identifying opportunities to modernise systems, improve workflows and embed a culture of continuous improvement across the business.
Key Responsibilities:
Strategic Leadership & Transformation
➢ Develop and deliver the operational strategy aligned with the organisations growth ambitions.
➢ Partner with the Leadership Team to deliver strategic projects and business wide transformation initiatives.
➢ Establish KPIs, performance metrics and continuous improvement frameworks to drive operational excellence.
Client Operations
➢ Oversee the Paraplanning and Client Services departments, ensuring high quality, compliant and timely delivery for all clients.
➢ Optimise the end-to-end client journey workflows to enhance efficiency and service standards.
➢ Ensure strong governance, controls and operational alignment across the various departments.
Business & Office Operations
➢ Oversee office management, facilities, technology enablement and business infrastructure.
➢ Manage supplier relationships, contracts and operational budgets.
➢ Implement and maintain robust operational policies, systems and business continuity controls.
Leadership & Culture
➢ Lead, develop and mentor the teams to build capability and accountability across operational departments.
➢ Act as the senior escalation point for operational matters across the business.
➢ Foster a culture of collaboration, high performance and continuous improvement.
Skills And Experience:
– Minimum 5+ years’ experience in an operations, office management or administrative leadership role, ideally within financial services.
– QFA (Qualified Financial Advisor) qualification is required for this role.
– Proven experience leading operational teams, with experience managing managers or team leads would be considered a strong advantage.
– Strong track record of delivering operational transformation and process improvement initiatives.
– Experience building scalable systems, processes and operational frameworks within a growing business.
– Strong commercial awareness and strategic thinking capability with the ability to align operations with business growth objectives.
– Excellent stakeholder management and influencing skills, with the ability to work effectively with senior leadership.
– Strong organisational, decision-making and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment.
