Operations Manager

ZipRecruiter; Bath; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the financial services sector is seeking a Team Leader to manage multiple teams within Client Services Administration. This fixed-term role offers an opportunity to enhance operational efficiency and ensure compliance with service agreements. The successful candidate will drive team performance, foster collaboration, and implement process improvements while maintaining strong client relationships.

Qualifications

• Proven experience in a Team Leader or similar role.
• Extensive financial services knowledge and experience.
• Understanding of GIAs, ISAs, SIPPs, and Offshore Bonds.

Responsibilities

• Ensure effective relationships between the business and clients.
• Promote a collaborative approach to meet KPIs and SLAs.
• Lead by example to ensure adherence to company policies.

Skills

Interpersonal Skills

Communication Skills

Problem-Solving

Education

Qualifications such as RO1, RO2M CF2, J11 or equivalent

Tools

GBST Composer

Job description

Job Description

About Servaada, a Wipro company:

Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role:

The purpose of this position is to support the smooth and efficient running of several teams within the wider Client Services Administration team. The successful candidate will be responsible for the direct line management of multiple Team Leaders.

The role reports to the Head of Client Services Administration and supports ensuring the department's smooth operation and achievement of contractual Service Level Agreements (SLAs).

This is a fixed-term contract for 12 months, offering an excellent opportunity to gain substantial experience and make a meaningful impact within a dynamic team.

Key Responsibilities:

1. Ensure the Client Services Administration team maintains effective relationships between the business and clients.
2. Collaborate to ensure effective communication across teams and departments.
3. Promote a collaborative approach to meet KPIs and SLAs.
4. Review breaches, conduct Root Cause Analysis, and implement preventative measures.
5. Oversee a consistent Team Leader operating rhythm, including checklists.
6. Encourage process improvements for continual business enhancement.
7. Lead by example to ensure adherence to company policies and charter.
8. Coordinate back-office testing projects as needed.
9. Participate in recruitment, including interviews and feedback.
10. Serve as an escalation point for queries, urgent cases, escalations, and concessions.
11. Represent Client Services Administration in working groups and projects.
12. Stay updated on relevant regulatory requirements and internal processes.
13. Demonstrate flexibility during high workload periods and assist other services as needed.
14. Perform other activities within capabilities as directed by management.

Skills, Qualifications, and Experience:

Essential:

• Proven experience in a Team Leader or similar role.
• Extensive financial services knowledge and experience.
• Understanding of GIAs, ISAs, SIPPs, and Offshore Bonds.
• Strong interpersonal and communication skills.
• Ability to work under pressure and meet tight deadlines.
• Proactive problem-solving and influencing skills.

Desirable:

• Experience with a wrap platform.
• Qualifications such as RO1, RO2M CF2, J11 or equivalent.
• Knowledge of GBST Composer back-office system.

Application of Individual Conduct Rules:

• Act with integrity, skill, care, and diligence.
• Be open and cooperative with the FCA and regulators.
• Prioritize customer interests and fairness.
• Observe proper market conduct standards.

Equal Opportunities:

Servaada advocates positive change and strives for diversity, equality, and inclusion in the workplace. All applicants are welcome.