Blackfinch Group
Senior Operations Manager
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Senior Operations Manager
The Senior Operations Manager is a senior leadership role responsible for leading, developing and transforming Blackfinch’s Operations function, ensuring exceptional service, strong operational control, and scalable, efficient processes.
Reporting to the Operations Director
The role will lead the Client Excellence and Investment Operations administrative teams, creating a high-performing culture with clear accountability, strong leadership, and a relentless focus on continuous improvement.
Key Responsibilities
People Leadership & Performance
- Lead, mentor, and develop the Client Excellence and Investment Operations teams.
- Build and maintain a high-performing culture centered on ownership, accountability, collaboration, service, and continuous improvement.
- Set clear expectations, objectives, and performance standards for managers and team members.
- Establish and monitor appropriate OKRs, KPIs, and SLAs to drive performance and accountability.
- Develop management capability, succession planning, and colleague development across the function.
Client & Adviser Excellence
- Ensure Operations consistently delivers an exceptional service to advisers and end investors.
- Keep the adviser and client at the center of operational decision-making, process design, and change.
- Use service data, feedback, complaints, and operational insight to identify and resolve friction points.
- Set clear service expectations across the function and ensure teams understand how their work impacts customer outcomes.
Operational Excellence & Risk
- Build robust, scalable, and resilient operational processes with clear ownership and effective controls.
- Reduce operational errors, rework, manual intervention, and key-person dependency.
- Use root-cause analysis to identify and address recurring operational issues.
- Identify, assess, and manage operational risks across the teams, ensuring appropriate controls, escalation, and remediation.
- Ensure key processes are clearly documented, controlled, and regularly reviewed.
- Maintain effective senior operational oversight of investment platforms and related processes.
- Ensure Operations can scale effectively without a disproportionate increase in cost, risk, or headcount.
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Automation, AI & Transformation
- Identify opportunities to simplify, standardize, and automate manual, repetitive, or error-prone processes.
- Work closely with Engineering to design and deliver improvements through automation and AI.
- Lead operational change from identification through implementation, adoption, and benefits realization.
Operational Performance & Oversight
- Provide the Operations Director with clear insight into operational performance, risks, capacity, and improvement priorities.
- Use data and management information to identify trends, emerging issues, and opportunities for improvement.
- Act as a senior escalation point for material operational, service, and platform issues.
Skills & Experience
To be successful in this role, you will be an experienced senior operations leader with a strong track record of leading teams, improving operational performance, and delivering meaningful change within investment management, wealth management, investment platforms, or another regulated financial-services environment. You will have:
- A strong track record of building high-performing teams with clear accountability, performance standards, and service expectations.
- Demonstrable experience working with investment platforms and a strong understanding of platform operating models.
- Proven experience designing, improving, and embedding robust, scalable, and well-controlled operational processes.
- Strong experience in operational change management, including leading change through implementation and adoption.
- Practical experience of AI and automation, with the ability to identify appropriate use cases and translate operational needs into effective solutions.
- Experience working collaboratively with Engineering and Development teams to improve or automate operational processes.
- Strong operational risk and control experience, including identifying risks, strengthening controls, and managing operational incidents.
- Experience using OKRs, KPIs, SLAs, and management information to manage performance and drive continuous improvement.
- A proven track record of reducing operational errors and rework through root-cause analysis, stronger controls, and process improvement.
- Strong stakeholder-management and influencing skills, with the credibility to work effectively with senior leaders and external partners.
- Strong analytical and problem-solving skills, with the ability to use data to identify issues, make decisions, and prioritize improvement activity.
- The judgement and leadership capability to balance customer experience, operational efficiency, risk, and commercial priorities.
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Essential Qualifications
Industry related qualifications and certifications
Equal Opportunities
Blackfinch is an equal opportunities employer that values diversity and welcomes applications from all suitably qualified persons regardless of their ethnicity, gender, sexual orientation, age, disability, religious practice, or any other perceived differences. A copy of our Equal Opportunities Policy is available upon request.
About Us
Blackfinch Group is an award-winning investment specialist. Built on over 20 years of investment track record, the name Blackfinch first came into being on the anniversary of Darwin’s birth, 12th February 2013. A trusted provider, we work in partnership with advisers. Our businesses cover tax-efficient solutions, early stage investing, managed portfolio services, property financing, and renewable energy. We’re proud to be entrusted with over £1bn in assets under management.
We reserve the right to close the vacancy early, should we receive sufficient applications.
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