Head of Operations

Head of Operations - Epsom, Surrey Our client is looking for a new Head of Operations to join their practice based in Epsom, Surrey. We are looking for an extremely experienced candidate, with 10+ years of work history in a similar role. This will be an office based position working for a busy SJP Practice. Role Overview To set the strategic objectives for the Practice aligned with the direction of the Partners. Implementing change, ensuring all functions of the business are operating efficiently and within best practice principles. Overseeing and assisting with key business functions including advisory, marketing, business development, paraplanning and administration ensuring they are wholly aligned to Practice objectives Key Tasks · Develop and implement effective infrastructure, systems, processes and procedures · Day to day management and overseeing of the Practice including client servicing requirements · Ensure all team members perform their key functions consistently and efficiently through effective people management skills and processes · Monitoring adherence of all SJP procedures and internal processes · Provide ongoing technical support and training to management staff joining the Practice to support them manage their team effectively · Overseeing and monitoring the effective management of all client data on the CRMs · Ensuring Compliance throughout the Practice is efficiently monitored and up to date including Anti Money Laundering, CPD, regulatory and legislative requirements · Regularly updating the Record of Processing (ROP) document · Monitor business reports, trends and statistical analysis to identify opportunities and challenges which might affect the growth of the Practice · Liaison with the Directors and other PSS (as appropriate) to gather weekly productivity stats and obtain key updates on cases · To identify any potential issues within the Practice and address them accordingly · Preparing meeting agendas for the weekly and monthly team meetings · Reviewing and updating the Practice Manual, when required · Monitor tasks and workloads of other PSS, conduct weekly 1:1s with them to oversee quality of work and check capacity · Overseeing the Practice’s HR requirements including paperwork for new starters, DBS checks, IT set up etc · Assisting with the training and onboarding of new starters · Oversee the Practice’s social media pages and all marketing requirements including website updates, client mailshots and approvals from Marketing & Financial Promotions · Enable the team to develop client relationships and referrals, service existing clients and assist in building new relationships (incorporating client entertainment events) to create a first-class client servicing strategy · Assisting the Directors with any client events the Practice hosts · Co-ordinating / assisting with any ad hoc projects such as BSPs, client reallocations, campaigns etc · Monitoring the business pipeline and ensuring new business is issued promptly and correctly · Maintain notes on projected business KPIs and be aware of financial targets set for the Practice · Liaise each week with PSS / advisers to ensure that Head Office calls re new business are done and all outstanding documents are submitted correctly and in a timely manner · Liaising with the Directors and ensuring that IAF / any adviser fee splits are correct on EBS’s · Preparing any confidential correspondence and/or documents as required by the Directors including meeting minutes · Logging client / key calls on Salesforce and taking detailed notes as appropriate · Use of Salesforce to monitor tasks, note client actions and update client status · Liaising with the Admin Centres, SSMs and other SJP support departments as required · Scanning, printing, filing and other administrative tasks required within the role · Any other duties within your scope of work in order to meet the needs of the business Education Skills Required: · Higher education, college or university · Minimum of 5 x Grade C or above GCSEs (or equivalent) including English and Maths · [Ideally Dip PFS or equivalent qualification, be working towards or have the desire to gain a diploma/chartered qualification] Knowledge and Experienced Required: · Background in or knowledge of Financial Services or Wealth Management – essential · Prior management experience within a regulated environment – minimum of 10 years · Experience of managing workflow, systems and procedures · Experience of managing and developing people · Exceptional knowledge of Salesforce and/or [other financial based CRM] · IT proficient in Microsoft Outlook, Word and Excel Candidate Attributes Required: · Highly organised with excellent attention to detail · Able to work in a fast paced environment and cope with pressure when required · Time efficient with a methodical approach to prioritising and/or delegating tasks · Ability to prioritise own workload effectively and be self-motivated · The ability to multitask efficiently and think ‘outside the box’ · Able to use own initiative coupled with a proactive approach · Accurate typing with exceptional English and grammar skills · Open to change with a creative approach to problem solving · Takes personal responsibility for the quality and timeliness of work and achieves results with minimal supervision · Discretion, confidentiality and empathy towards staff when dealing with sensitive or personal matters · An enthusiastic and ambitious attitude to self-development and personal growth · Adaptable and flexible · Smart and well presented, with a professional telephone manner