The Role:-

• Manage and develop the operational team leads and make them effective first-line managers.
• People management, performance conversations and day-to-day people issues.
• Resource and capacity planning across the business, including New Business, Servicing and Mortgages.
• Operational KPIs, service levels and visibility of workload. Assessing the need for continued operational recruitment.
• Workflow and process ownership. Simplify, improve and make sure agreed processes are followed.
• Own the relationship between Sales and Operations, one cannot perform without the other, so your role will be to monitor ongoing communication and support between the two functions to ensure success.
• Implementation and adoption of agreed process and technology changes.
• Be on top of workflow and capacity changes, being one step ahead to ensure consistent delivery.
• Report directly to the Directors, providing insight, reporting and data to support informed decision making across the business.

What we’re looking for:-

• Strong leadership experience is a priority for this role. You’ll need proven experience managing, developing and motivating teams, with the confidence to have challenging performance conversations when required.
• Financial services experience is essential, but we’re open to backgrounds across wealth management, mortgages, banking, insurance and related sectors. Wealth management experience would be particularly desirable.
• Clear and demonstrated experience in an operational role, with examples of process improvement, team development and decisive decision making.
• You’ll be a strong communicator, commercially minded and driven to achieve, with a proactive, ideas led approach and a genuine appetite for continuous improvement.