Continuous Improvement & Efficiency

• Drive standardisation and simplification of processes to improve consistency and reduce operational complexity.
• Champion digitisation and automation, encouraging adoption of systems and tools to improve efficiency and control.
• Identify opportunities to remove manual activity, streamline processes, and enhance scalability.
• Promote consistent ways of working that support sustainable growth and operational excellence.

Risk, Regulation & Governance

• Ensure the team operates in line with regulatory requirements, internal controls, and governance expectations.
• Monitor operational risks, errors, and compliance concerns, taking prompt corrective or escalation action.
• Support operational practices that align with Progeny’s risk appetite and growth, including M&A activity.

Communication & Engagement

• Lead clear, consistent, and timely communication across the team.
• Act as a key link between the Regional Operations Manager and the team, ensuring alignment and effective feedback loops.
• Promote engagement through regular communication, structured supervision, and constructive feedback.

Collaboration & Strategic Contribution

• Work collaboratively with Regional Operations Managers, Regional Directors, and Advisory teams to deliver aligned outcomes.
• Build strong relationships with Operations, Advisory, Technology, Risk, and Compliance functions.
• Contribute to M&A integration activity, supporting onboarding of new teams, and embedding consistent processes, culture, and standards.
• Act as an ambassador for the Progeny brand, values, and ways of working.
• Encourage knowledge sharing and best practice across the region.

What Success Looks Like

• Client outcomes are consistently high-quality and clearly evidenced through data and MI.
• The team is high-performing, engaged, and development-focused.
• Service delivery is consistent, efficient, and aligned to agreed standards.
• Processes are standardised, simplified, and applied consistently across the team.
• Digital tools and automation are embedded, improving productivity and reducing manual effort.
• Workflow, capacity, and resourcing are managed effectively, with risks identified early.
• The team supports successful integration of acquisitions, maintaining performance and consistency.
• A clear and consistent client experience reflects the Progeny brand identity.
• Communication between leadership and the team is clear, effective, and timely.

Skills & Capabilities

• Strong people management and team leadership capability.
• Ability to manage workflow, priorities, and service delivery in a fast-paced operational environment.
• Data-driven approach to performance management and continuous improvement.
• Ability to coach, support, and develop individuals and teams.
• Experience leading change, transformation, or integration activity (including M&A).
• Strong focus on simplification, standardisation, and operational scalability.
• Experience with digital tools, workflow systems, or automation solutions.
• Confident communicator with the ability to influence and build relationships.

Behaviour

• Role models Progeny’s values and leadership behaviours.
• Supportive, collaborative, and solutions-focused.
• Accountable for team performance and delivery standards.
• Resilient and adaptable in a regulated, fast-changing environment.

Knowledge

• Strong understanding of operational service delivery and team supervision.
• Knowledge of regulatory, risk, and governance requirements in a client service environment.
• Understanding of workload planning, capacity management, and service standards.
• Awareness of how digital tools, process discipline, and consistency drive performance and client outcomes.