Operations Manager - Retirement

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

Job summary

Join Hargreaves Lansdown as an Operations Manager and lead a team in providing exceptional client service within a hybrid working environment. You'll manage operations, ensure targets are met, and drive positive outcomes while fostering team engagement and performance.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible working options

Enhanced parental leave

Pension scheme up to 11% employer contribution

Income Protection and Life insurance

Private medical insurance

Health care cash plans

Health screening programme

Inhouse barista and deli

Qualifications

• Leadership experience within operational or client-facing environments.
• High emotional intelligence and an empathetic awareness.
• Sound analytical/problem solving skills.

Responsibilities

• Lead and manage the Retirement Operations team to deliver client service.
• Ensure operational delivery targets like SLAs and performance metrics are met.
• Drive positive change and outcomes while managing risks.

Skills

Leadership

Emotional Intelligence

Analytical Skills

Problem Solving

Communication

Education

Experience in client-facing environments

Job description

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.

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

As an Operations Manager you will lead, coach, motivate and performance manage one of our Retirement Operations teams to deliver outstanding Client Service. By becoming a role model of HL’s values to your team you will drive positive change and outcomes whilst keeping our clients at the heart of everything you do.

This is a fantastic role for you to apply your people management skills, where you will have exposure to different projects and the opportunity to use your own experience and knowledge to make a positive impact.

What you'll be doing

You will ensure consistently good client, business and colleague outcomes through the effective management of the team's resources, processes and risks.

Your role will involve delivering the plan for the team, including the management of training, recruitment, process, risks and controls to drive positive outcomes for clients, colleagues and the business.

• Ensures operational delivery targets for the team (SLAs, QA, Complaints, breaches etc) are met through appropriate resource, people and risk management, escalating issues and trends, where appropriate to the Senior Operations Manager.
• Provides leadership and direction to the team and manages performance and conduct.
• Leads an effective risk and control environment to ensure good client outcomes and risk management; own processes and controls, and ensure they are effectively designed and operated and that all members of the team are adhering to them.
• Understands and adheres to relevant regulation and legislation and keep knowledge up to date.
• Takes responsibility for communication in the team and effectively communicates change (what and why) in conjunction with other Operations leaders.
• Works constructively with other leaders in Operations to provide consistently high levels of performance and client satisfaction.
• Supports clear career progression and development opportunities in the team and the wider Operations teams to maximise colleague engagement and retention.

About you

• Leadership experience within operational or client-facing environments
• Proven experience of managing people and teams to drive the right outcomes for clients, colleagues and the business.
• Have high emotional intelligence and an empathetic awareness for you team
• Financial services based industry background would be beneficial to your success in this role. Alternatively working in a leadership role within a regulated industry.
• Sound analytical/problem solving skills, with the ability to identify the root cause and set effective actions to prevent re-occurrence,
• Approachable Leader who can motivate others, empower team appropriately, delegate effectively and escalate issues where appropriate.
• Solution focused mindset – with the ability to use own experience to develop innovative solutions and resolve complex issues
• Regularly looking to continually improve your own, and the wider team’s performance, actively promoting change and continuous improvement
• Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease
• Ability to work, and be resilient, in a fast paced and changeable environment.

Interview process

This will be a one stage interview process which will entail competency and behavioral based questions and a role play exercise.

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.

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 * and annual pay review
• 25 days * holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday **
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness provider s and w ellness c oach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• T wo paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

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.