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Operations Manager

Moneyfarm
London, GBR
Full-time
Manager · 5+ years experience
Onsite
Discovered 2 weeks ago
excel

Full Job Posting

Key Responsibilities

  • Lead, coach and support the UK Operations teams (Core, Transfers and Support) on a day-to-day basis, setting clear objectives, providing regular feedback and fostering a collaborative, high-performing culture. Directly line manage UK Core, which has no separate team leader. Ensure the operations teams for all Group businesses in the UK meet the Group’s objectives.
  • Oversee operational activities including, but not limited to:
  • KYC and AML checks
  • Account activation management
  • Account closure management
  • ISA transfer management
  • Pension transfer management
  • Client invoice calculation
  • Day-to-day management of client cash inflows/outflows
  • Asset transfer process
  • Regulatory and client reporting
  • Define new processes and continuously challenge and optimise existing ones, questioning the “AS IS” to drive greater efficiency, quality and scalability
  • Ensure operating procedures are reviewed, kept up to date and documented to the agreed standard.
  • Build and maintain strong working relationships with internal stakeholders (Compliance, CASS, Product, Customer Service, Italy Operations) and external parties (custodian, providers, partners, regulators and auditors), acting as a primary point of contact to ensure transparent, timely, and aligned communication.
  • Drive a strong client-first culture across the UK market, ensuring a high-standard, seamless experience across all customer touchpoints.
  • Own and improve visibility of UK Operations performance, using live dashboards and other channels to show in real time how effectively the teams are performing and the challenges they face, including KPIs and internal and external SLAs.
  • Drive strategic collaboration with the UK CRM and Customer Service teams to streamline customer journeys, eliminate operational friction points, and consistently deliver a best-in-class service experience.
  • Define and agree SLAs with business owners and ensure they are met, with a focus on client experience. Own the published UK priority order, authorising and logging any deviation from it
  • Ensure operational requirements are understood and prioritised by Product and Tech, and coordinate with the Head of client operations and the Italy Operations Manager so that improvements are replicated across both countries where appropriate.

Requirements

  • Excellent stakeholder management skills, with a proven ability to build, engage and influence relationships with internal and external stakeholders (e.g. Compliance, Product, Customer Service, custodians, external partners and regulators), communicating confidently and effectively at all levels
  • Exceptional prioritisation skills
  • Strong leadership skills, with experience leading, motivating, coaching and developing team members, and the ability to build and sustain a collaborative, high-performing team
  • A client-first mindset
  • Proven expertise regarding regulatory requirements applicable to financial intermediaries, for example, but not limited to, AML, MiFID, MiFIDPRU, COM100, CASS, Consumer Duty and FATCA/CRS.
  • Excellent competence in back-office operations processes for financial products including SIPPs, ISAs, discretionary portfolio management and trading.
  • Excellent analytical and problem-solving skills
  • Ability to adapt quickly and effectively to a fast-paced, rapidly evolving and growing environment, remaining flexible, resilient and comfortable with change and ambiguity
  • Flexibility to step in and actively support the team during periods of high volume
  • Strong Microsoft Excel skills
  • 5+ years’ experience in a relevant role

Nice to have

  • Bachelor’s degree (Economics / Accounting / Law)
  • Self-driven, with the ability to work in an unstructured environment with minimal supervision

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