Operations Manager (Transfers)

at  Freetrade

ONSITE

At Freetrade, we believe investing should be accessible to everyone. It’s one of the best ways to grow your savings, but for many, it seems complicated, expensive, and out of reach. We’re here to change that.
We’re building a team with diverse and unique perspectives to help us on our mission to demystify investing. Our goal is to help our customers achieve better long-term financial outcomes.
In 2024, we’ll be focusing on making our business cash flow profitable. We’ll also be radically improving our product for our core customer base. In the UK, we now have over 1.6 million registered users, and we offer a range of products such as the Freetrade Pension, a stocks and shares ISA, and UK Treasury bills.
We’re looking for experienced Operations Manager responsible for managing and overseeing the transfer process of financial assets such as pensions, securities, and investments. This role involves ensuring efficient and accurate processing of transfers, managing relationships with key stakeholders (clients, internal teams, and third-party service providers), and ensuring compliance with relevant regulations. The Operations Manager will lead a team responsible for day-to-day transfer activities and implement strategies to optimise operational efficiency.

Key Responsibilities

• Oversee operational activities in customer service, administration, onboarding, or first-line financial crime.
• Lead, manage, and motivate your team, ensuring access to necessary tools and training for effective performance.
• Implement a QA program to ensure high-quality output and reduce errors and complaints.
• Develop and maintain MI frameworks for tracking and reporting team performance, using data analytics to optimize processes.
• Streamline operations through automation and continual process improvements, aiming to reduce operational costs.
• Ensure timely, satisfactory responses to customer queries and maintain accurate record-keeping.
• Serve as the escalation point for customers, ensuring clear communication with third parties and stakeholders.
• Lead the team’s end-to-end financial asset transfers (in-specie and cash), managing KPIs, SLAs, and performance.
• Minimise errors, foster a collaborative team environment, and drive continual improvement.

Skills Knowledge and Expertise

• 5+ years of experience managing operational teams in Financial Services, with a understanding of the UK retail investment market.
• Proficient in Excel/Sheets for data analysis, reporting, and presentations to senior management.
• Analytical skills as in ability to analyse data, identify trends, and use insights to improve operational performance.
• Experience in re-engineering processes and implementing automation to improve efficiency.
• Proven track record in coaching and developing junior staff.
• Excellent attention to detail, problem-solving skills, and a customer-centric approach.
• Able to communicate effectively, provide feedback, and remain resilient.
• Commercially astute and eager to learn and grow.

Logistics / Benefits:
The interview process will include an initial screening from our People team followed by an interview with the Hiring Manager. Successful candidates will then be invited to present a Task to an interview panel and sit an Executive Interview with the CEO, where we also assess the cultural fit.
We offer a competitive salary plus cafeteria and stock options.
We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. We’re very open about what we’re working on, and the best places
Please note we are not accepting agency CVs.
About Freetrade
Freetrade is an award-winning investing app with over 1 million users. ‍ Our mission is to get everyone investing by making it simpler and more affordable. We bring together people with diverse skills and backgrounds, ranging from leading financial services companies to Big Tech to more. Together we are focused on building an open and transparent stockbroker you can trust.
Openness and transparency is in our DNA and applies to all aspects of our company. We encourage an open and inclusive environment and pride ourselves on being candid, curious, focused, humble and gritty.
Our headquarters are based in London and we’re hiring.

• Oversee operational activities in customer service, administration, onboarding, or first-line financial crime.
• Lead, manage, and motivate your team, ensuring access to necessary tools and training for effective performance.
• Implement a QA program to ensure high-quality output and reduce errors and complaints.
• Develop and maintain MI frameworks for tracking and reporting team performance, using data analytics to optimize processes.
• Streamline operations through automation and continual process improvements, aiming to reduce operational costs.
• Ensure timely, satisfactory responses to customer queries and maintain accurate record-keeping.
• Serve as the escalation point for customers, ensuring clear communication with third parties and stakeholders.
• Lead the team’s end-to-end financial asset transfers (in-specie and cash), managing KPIs, SLAs, and performance.
• Minimise errors, foster a collaborative team environment, and drive continual improvement