Operations Manager

Department: Group Operations

Location: Bolton

Hours of work: Monday to Friday 9:00am-5:00pm

Holiday Entitlement: 25 days plus statutory bank holidays

Role Purpose

The Operations Manager is responsible for overseeing and embedding robust operational processes across the business, ensuring that third party administrators and service providers operate in line with regulatory requirements, internal policies, and agreed service standards.

The role acts as a key owner of day-to-day operational processes, controls and governance routines. It provides structured oversight, manages operational risk and ensures clear documentation, reporting and evidence are in place to support good customer outcomes.

While initially an individual contributor role, the position is expected to develop greater leadership and people management responsibilities over time as the operating model evolves.

Key Responsibilities

Process Ownership and Continuous improvement:

• Own and maintain defined operational processes within Group Operations, ensuring they are clearly documented, understood and consistently applied.
• Review existing workflows, controls and handoffs to identify inefficiencies, control gaps or operational risk.
• Design and implement pragmatic process improvements, coordinating across internal teams, third party administrators and service providers where required.
• Ensure procedures, controls and operational documentation remain current and reflect regulatory, product or operational change.
• Act as a subject matter expert for assigned operational processes, supporting queries, escalations and assurance activity.

• Manage day-to-day operational queries, approvals, exceptions and escalations received from third party admin providers and other service providers.
• Handle Transfer Agency (TA) referrals, including investigation, coordination and resolution.
• Monitor large deals and settlement activity, including chasing outstanding platform settlements where required.
• Support customer activities, including complaint resolution, review of customer letters, application forms, website content, portal information and customer guidance materials.
• Maintain complaints and breach logs, ensuring accurate records, timely updates and appropriate escalation.

• Oversee elements of the reports and accounts process, coordinating inputs and tracking progress.
• Support the preparation and review of client money statements, including bi-annual statement reviews.
• Coordinate annual permissions with the depositary, including approval for half-day closures and related website updates.
• Act as secretary to the Operational Governance Oversight Committee (OGOC), including agenda preparation, paper collation, minutes and action tracking.

• Support depositary due diligence activities and ongoing oversight.
• Coordinate annual due diligence and respond to periodic questionnaires, including the third party monthly questionnaires.

• Mergers and related calculations.
• Dilution adjustment calculations.
• Iiiquid asset processes.
• Platform set-up checks.
• TeX processes and associated communications.
• Coordinate reviews and updates of Terms and Conditions.

• Provide ad hoc operational analysis and support to senior stakeholders.
• Ensure all activities are completed in like with regulatory expectations, internal policies and governance standards.
• Maintain clear documentation and evidence to support audit, oversight and regulatory review.
• Proactively identify opportunities to improve processes, controls and efficiency.

• Demonstrate professionalism in all interactions with stakeholders, including adherence to ethical principles and maintaining the confidentiality of sensitive information.
• Define and role-model the behaviours expected within the Group Operations team.
• Maintain certification status and participate in continuing education programs to keep up-to-date on the latest industry developments.

Essential Skills:

• Strong PC literacy/internet skills.
• Excellent working knowledge of Microsoft Word and Microsoft Excel.
• Other knowledge of the Microsoft package: Microsoft PowerPoint, Microsoft Teams, SharePoint.
• Professional Telephone Manner.
• Accurate data inputting skills.
• Good numeric skills.
• Ability to problem solve.

• 5 GCSE's Grade A-C (Must include Mathematics and English)
• A-Levels

• IOC

• Understanding of ACD or other financial operations roles.

• Previous experience in a similar role.

• Ability to work as part of a team.
• Good attention to detail.
• Ability to work under high pressure.
• Confident manner, both written and verbal.
• Ability to prioritise and work to deadlines.
• Positive attitude.
• Ability to be flexible with tasks and learn quickly.

• Competitive salary with annual salary reviews
• 9% non-contributory pension
• Annual discretionary bonus scheme
• Long Term Incentive Plan (LTIP)
• Private Healthcare Scheme with Dental and Optical Care
• Death in Service at 5x Annual Salary
• 35 Hour working week
• Training for IOC and other relevant qualifications
• Exam completion bonus of £550 (IOC)
• Study Leave
• Cycle2Work Scheme
• Eye Test Reimbursement
• Your Birthday off
• 13 weeks full paid maternity leave
• 2 weeks full paid paternity leave