Head of Operations

3 months ago

Bishop's Stortford, United Kingdom Tate Recruitment Full time

Head of Wealth Management Operations.


Salary: £55k to £60k plus extensive benefits

Location: Bishop’s Stortford, Office Based (5 days per week)



Tate is proud to partner with a bespoke wealth management firm in Bishop’s Stortford that is undergoing significant expansion. The company’s client proposition is akin to private banks, offering a range of wealth management services that exceed traditional IFA offerings. As part of their ambitious growth plans, they are seeking an experienced and motivated individual to lead the Client Services function as the Head of Wealth Management Operations, reporting directly to the Chief Operating Officer.


Main Focus of the Head of Wealth Management Operations:

1. The role holder will be focused on building and operating effective operational processes and procedures to underpin high quality client service and administrative support, delivering unparalleled service to our clients as well as our advisers and joint venture partners.

2. The principal activities for the role holder will include directly undertaking, managing and improving all operational aspects of new business and client servicing including but not limited to:

  • onboarding client families and implementing recommended financial structures.
  • management of open cases and driving them to completion.
  • client data integrity and confidentiality.
  • understanding, following and improving our policies and procedures.
  • improving operational productivity
  • capacity and resource planning and management

3. The role holder will drive engagement and improved performance with our external service and product providers including custodians, life companies and SIPP/Bond providers.

4. The role holder will also be a significant leader/contributor to projects and change management initiatives, providing subject matter expertise where appropriate and evaluation of new solutions throughout their development.


Main Experience Requirements (essential)

1. Excellent understanding of the financial planning and broader wealth management marketplace, preferably with recognised qualifications in financial services as well as operations or project management.

2. Proven leadership and management of teams across business functions, crucially including the recruitment, training, integration and development of new and junior staff.

3. Familiarity with the structures, architecture and operations of private banking, investment management and/ or stockbroking business practices is essential. Because we have a direct relationship with our custodian, experience working with a platform or clearing firm is crucial.

4. Expert knowledge of Intelliflo Office, its features, capabilities and best practice usage, or something similar.

5. First class organisation, prioritisation and implementation skills, capable of driving operational performance to a consistently high standard and backed up with a keen attention to detail and excellent communication skills. This is critical throughout the client lifecycle and especially for all regulated activities.

6. Proficiency with MS Office applications is essential, including Word, Excel, PowerPoint and Outlook.

7. Good experience with process improvement/engineering is a distinct advantage.


Specifically, duties will include:

  • Directly undertaking operational tasks to support demand peaks, such as account opening, payments, etc.
  • Owning, designing and documenting procedures and best practices for all processes.
  • Ensuring you make best use of the technology our clients uses (e.g. Intelliflo Office) and help to identify and assess other useful tools and solutions.
  • Performing data collation and analysis to support incident handling and MI/Reporting.
  • Managing and mentoring client services and operations staff, including allocating work to team members.
  • Liaising with key providers to monitor and improve service levels and efficiency.
  • Developing, producing and monitoring operational metrics.


This is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and its overall business objectives.


Key Knowledge, Skills and Attributes

The ideal candidate should be a confident team player that has at least 5 years’ experience in a similar financial services role, with a positive attitude and enthusiastic nature, keen to become a pivotal asset to the business and its partners and clients, with the desire for continuous self-improvement and development. The ideal candidate would ideally have experience of handling the business of setting up protection, SIPPs, ISAs, GIAs, Offshore Bonds, etc. for high-net-worth clients.


Highly organised, competent manager with positive attitude and enthusiastic nature. High personal standards to deliver quality services to our clients and the rest of their team. Evidence of previous management skills such as organisation, prioritisation, focus on accuracy and ability to work under pressure.


Confidentiality is key, thoroughness and attention to detail, effective communication and confidence to challenge and work with teams and advisers.


This role would suit a result driven, analytical and confident individual who is happy to roll up their sleeves and work alongside the team and who is keen to develop their career in Financial Services. The role may develop into a more senior Operations position for the right candidate.

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