Senior Operations Manager- Shared Services

2 weeks ago


Bristol, Bristol, United Kingdom eFinancialCareers Full time

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

About the role


You will lead and manage 5 key teams to support the wider Service function, (Fulfilment, Lodgements, Operations Query Team, Portfolio Manager Services & Case Handlers, Analysts), ensuring delivery of outstanding client experience.


What you'll be doing

  • Responsible for driving a continuous improvement approach and creative problem solving.
  • Understand and comply with relevant regulation and legislation and maintain knowledge.
  • Deliver the strategic direction and objectives for the area and contribute to the wider Service function.
  • Accountable for the delivery of service targets (SLAs, QA, Complaints, breaches etc) through appropriate resource, process, third party and risk management
  • Manage risk and conduct issues through collaborative working relationships with CASS and 2nd and 3rd lines of defence.
  • Lead multiskilling to increase capabilities and reduce hand offs

About you

  • Operational knowledge of the asset management industry and external environment (regulatory, competitors, technology, economic and financial markets, etc.)
  • Leadership experience, working within an Operational environment.
  • Proven experience of leading managers to drive the right outcomes for clients, colleagues and the business
  • Experience in back office and middle office transformation
  • Adept at using technology to analyse data, identify patterns and summarising them succinctly to inform key decisions; knowledge of data analytics will be a plus Resilience
  • Knowledge of lean six sigma
  • Solution focused mindset with the ability to use own experience to develop innovative solutions and resolve complex issues
  • Regularly looking to continually improve your own, and the wider team's performance, actively promoting change and continuous improvement
  • Ability to work, and be resilient, in a fast paced and changeable environment.
  • Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease
  • Ability to influence and use storytelling to breakdown complex information into digestible pieces in an engaging way.

Interview process
One stage interview process consisting of competency and behavioural based questions and a presentation.

Working Schedule
You will be based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday.

For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.


Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.


To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos.

We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

  • Discretionary annual bonus & annual pay review
  • 25* days holiday plus bank holidays and 1day additional Christmas closure time
  • Option to purchase an additional 5 days holiday per year
  • Flexible working options available, including hybrid working
  • Pension scheme up to 11% employer contribution
  • Sharesave scheme have a real stake in HL's future
  • Income Protection & Life insurance (4 x salary core level of cover)
  • Health care cash plans including optical, dental, and out patientcare
  • Gympass gym memberships and wellbeing apps available
  • Variety of travel to work schemes with free bike storage and shower facilities
  • An inhouse barista serving subsidised coffee and snacks
  • Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
  • LifeWorks Discounts on services, restaurants and retailers
- up to 30 days depending on role level & increasing with length of service


This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.



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