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Operations Manager
2 months ago
Acting as a first line manager, to deliver outstanding client service and cultivate the values of the business by leading, coaching, motivating and managing an HL Operations team, which includes but will not be limited to:
Workflow, targets and operational results Communication climate in the team Quality and complaints Performance of the team and each individual in the team Process effectiveness and efficiencyWhat you will be doing
Manage the performance of the team as well as its resources, processes and risks
Deliver the team's weekly and monthly plans; including the management of training, recruitment, process, risks and controls
Ensure operational delivery targets for the team (SLAs, QA, complaints, breaches etc.) are met through appropriate resource, people and risk management, escalating issues and trends where appropriate to the Senior Operations Manager
Lead an effective risk and control environment to ensure good client outcomes and risk management
Own the team's processes and controls, ensuring they are effectively designed / operated and that all members of the team are adhering to them
Take responsibility for communication in the team and effectively communicate change (what and why) in conjunction with other Operations leaders
Work constructively as part of the management team to provide consistently high levels of performance and client satisfaction
About you
Strong business, regulatory and operational knowledge
Leadership experience within operational or client-facing environments
Proven experience of managing people and teams to drive the right outcomes for clients, colleagues and the business
Ability to engage positively with colleagues at all levels in Operations
Change management
Sound analytical/problem solving skills, with the ability to identify the root cause and set effective actions to prevent re-occurrence
Ability to simplify complex problems and implement innovative solutions
Approachable leader able to motivate others, empower team members, delegate effectively and escalate issues where appropriate
Leadership and communication skills
Strong attention to detail
Desirable
Degree ILM, and other relevant qualification
Prior transfer settlements experience with a solid understanding of securities clearing and settlement processes
Background in operational processes, technology platforms and front office activities
Interview Process
2 stage process - 2 elements, competency based interview and an assessment activity
Working Schedule
The role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern with a minimum of 2 days a week in 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 and annual pay review 25 days holiday plus bank holidays and 1-day additional Christmas closure Option to purchase an additional 5 days holiday Flexible working options available, including hybrid working Enhanced parental leave Pension scheme up to 11% employer contribution Sharesave scheme - have a real stake in HL's future Income Protection and Life insurance (4 x salary core level of cover) Private medical insurance Health care cash plans - including optical, dental, and outpatient care - confidential support including mental health counselling and remote GP Wellhub - unlimited access to fitness providers and wellness coach sessions Variety of travel to work schemes with bike storage and shower facilities Inhouse barista and deli serving subsidised coffee and sandwiches Two paid volunteering days per yeardependant on role level
only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
