Helpdesk Operations Manager

Hargreaves Lansdown Asset Management Limited; Bristol; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading investment platform in Bristol seeks a Helpdesk Operations Manager responsible for leading the development of regulatory roadmaps and ensuring client satisfaction. The role requires extensive experience in financial services and a client-focused approach. Candidates should possess excellent organizational skills and be proficient with collaboration tools. This is a full-time position with a hybrid working option.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible hybrid working options

Enhanced parental leave

Pension scheme up to 11% employer contribution

Private medical insurance

Gym memberships and wellbeing apps

Employee Assistance Programme

Qualifications

• Experience in financial service environments.
• Ability to think from a client’s perspective.
• Proficient in virtual collaboration tools.

Responsibilities

• Lead development and regulatory roadmaps for Helpdesks.
• Coordinate senior stakeholders for strategic delivery.
• Identify client needs through behavior analysis.

Skills

Financial services understanding

Client-focused mindset

Collaboration tools proficiency

Organizational skills

Communication skills

Backlog management

Job description

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the role

An exciting opportunity has arisen to join the team as a Helpdesk Operations Manager. You'll be responsible for the roadmap and delivery of intra-department developments in line with the department's regulatory requirements and strategy. Examples include risk management, delivering positive client outcomes in line with Consumer Duty, and supporting the alignment of the department with our product teams.

What you'll be doing

• Owning and leading the development, regulatory and risk mitigation roadmaps for the various Helpdesks.
• Leading the coordination of senior stakeholders to identify, prioritise and deliver against strategic opportunities for the department.
• Creating a shared purpose among the team and business, motivating others through leadership and alignment with wider business strategies.
• Using analysis of client behaviour, identifying current and future client needs to provide direction, leading to measurable business impact.
• Working with a cross‑functional team to create hypotheses and run experiments to validate understanding of problem areas or solution ideas.
• Using performance and engagement data, and feedback loops, to uncover opportunities, and make well‑informed decisions and recommendations.
• Bring Helpdesk closer together with the business's Product Lines, and work with key stakeholders to understand key developmental opportunities for the department.

About you

• Experience of working within and having a thorough understanding of financial service environments.
• Client‑focused mind‑set, with the ability to think from the perspective of a client.
• Proficient use of in‑person and virtual collaboration tools in a hybrid environment.
• Exceptional organisation and communication skills.
• Experience managing backlogs and multiple workstreams concurrently.
• Experience of working within and having a thorough understanding of financial service environments.

Interview process

This will be a two‑stage interview process, consisting of a competency and behavioural based interview, including an assessment task.

Working Schedule

We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (3 days in office per week).

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* & annual pay review
• 25 days* holiday plus bank holidays and 1‑day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.