Senior Operations Manager

Blackfinch; United Kingdom; On-site; GBP 70,000 - 75,000; Full time

Job summary

Blackfinch is seeking a Senior Operations Manager to lead and transform its Operations function, ensuring exceptional service and scalable, well-controlled processes. Reporting to the Operations Director, you will oversee the Client Excellence and Investment Operations teams, fostering a high-performing culture with clear accountability and relentless improvement.

The role drives robust, scalable processes, reduces errors and risk, and champions automation and AI in collaboration with

Qualifications

• Senior operations leader with a strong track record in regulated financial services or investment management.
• Experience building high-performing teams with clear accountability and service standards.
• Proven ability to design, improve and embed scalable, well-controlled processes.
• Practical experience of AI and automation to improve operational efficiency.
• Experience using OKRs, KPIs, SLAs and management information to drive improvement.
• Strong stakeholder management and ability to influence senior leaders and partners.

Responsibilities

• Lead Client Excellence and Investment Operations teams.
• Set clear expectations, objectives and performance standards for managers and staff.
• Establish and monitor OKRs, KPIs and SLAs to drive accountability.
• Drive automation and AI initiatives in collaboration with Engineering.
• Provide senior oversight of investment platforms and related processes.

Skills

Team leadership

Operational excellence

Process improvement

Stakeholder management

Data-driven decisions

Change management

Job description

The Senior Operations Manager is a senior leadership role responsible for leading, developing and transformingBlackfinch’sOperations function, ensuring exceptional service, strong operationalcontroland 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, strongleadershipand a relentless focus on continuous improvement.

The Senior Operations Manager willbe responsible forbuilding robust,scalableand resilient operational processes, reducing errors and operational risk, and driving improvements in service,efficiencyand control. They will lead the use of automation and AI within Operations, working closely with Engineering to simplify processes, remove manualactivityand support future growth.

The role will also provide senior operational oversight of investment platformsand ensure operational decisions and improvements are always made with advisers and end investors in mind.

Key Responsibilities

• Lead,mentorand develop the Client Excellence and Investment Operations teams.
• Build andmaintaina high-performing culturecentredon ownership, accountability, collaboration,serviceand continuous improvement.
• Set clear expectations,objectivesand performance standards for managers and team members.
• Establish andmonitorappropriate OKRs,KPIsand SLAs to drive performance and accountability.
• Develop management capability, successionplanningand colleague development across the function.
• Ensure Operations consistently delivers an exceptional service to advisers and end investors.
• Keep the adviser and client at the centre of operational decision-making, processdesignand change.
• Use service data, feedback,complaintsand operational insight toidentifyand 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,scalableand resilient operational processes with clear ownership and effective controls.
• Reduce operational errors, rework, manualinterventionand key-person dependency.
• Use root-cause analysis toidentifyand address recurring operational issues.
• Identify,assessand manage operational risks across the teams, ensuringappropriate controls,escalationand remediation.
• Ensure key processes are clearly documented,controlledand regularly reviewed.
• Maintain effective senior operational oversight of investment platformsand related processes.
• Ensure Operations can scale effectively without a disproportionate increase in cost,riskor headcount.

Automation, AI & Transformation

• Identifyopportunities to simplify,standardiseand automate manual,repetitiveor error-prone processes.
• Work closely with Engineering to design and deliverimprovements through automation and AI.
• Lead operational change from identification through implementation,adoptionand benefitsrealisation.

Operational Performance & Oversight

• Provide the Operations Director with clear insight into operational performance, risks,capacityand improvement priorities.
• Use data and management information toidentifytrends, emergingissuesand 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 strongtrack recordof leading teams, improving operational performance and delivering meaningful change within investment management, wealth management, investmentplatformsor another regulated financial-services environment.

You will have:

• A strongtrack recordof building high-performing teams with clear accountability, performancestandardsand service expectations.
• Demonstrable experience working with investment platforms and a strong understanding of platform operating models.
• Proven experience designing,improvingand embedding robust,scalableand 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 identifyappropriate usecases and translate operational needs into effective solutions.
• Experience working collaboratively with EngineeringandDevelopment teams to improve or automate operational processes.
• Strong operational risk and control experience, including identifying risks, strengtheningcontrolsand managing operational incidents.
• Experience using OKRs, KPIs, SLAs and management information to manage performance and drive continuous improvement.
• A proventrack recordof reducing operational errors and rework through root-cause analysis, strongercontrolsand 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 toidentifyissues, makedecisionsandprioritiseimprovement activity.
• The judgement and leadership capability to balance customer experience, operational efficiency,riskand commercial priorities.

Essential Qualifications:

Industry related qualifications and certifications

We reserve the right to close the vacancy early, should we receive sufficient applications.

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.

Location: Elkstone / Hybrid Salary £70-75K Doe. Application Deadline Friday, September 11, 2026. Job Summary

Role Purpose

The Senior Operations Manager is a senior leadership role responsible for leading, developing and transformingBlackfinch’sOperations function, ensuring exceptional service, strong operationalcontroland 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, strongleadershipand a relentless focus on continuous improvement.

The Senior Operations Manager willbe responsible forbuilding robust,scalableand resilient operational processes, reducing errors and operational risk, and driving improvements in service,efficiencyand control. They will lead the use of automation and AI within Operations, working closely with Engineering to simplify processes, remove manualactivityand support future growth.

The role will also provide senior operational oversight of investment platformsand ensure operational decisions and improvements are always made with advisers and end investors in mind.

Key Responsibilities

People Leadership & Performance

• Lead,mentorand develop the Client Excellence and Investment Operations teams.
• Build andmaintaina high-performing culturecentredon ownership, accountability, collaboration,serviceand continuous improvement.
• Set clear expectations,objectivesand performance standards for managers and team members.
• Establish andmonitorappropriate OKRs,KPIsand SLAs to drive performance and accountability.
• Develop management capability, successionplanningand 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 centre of operational decision‑making, processdesignand change.
• Use service data, feedback,complaintsand operational insight toidentifyand 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,scalableand resilient operational processes with clear ownership and effective controls.
• Reduce operational errors, rework, manualinterventionand key-person dependency.
• Use root-cause analysis toidentifyand address recurring operational issues.
• Identify,assessand manage operational risks across the teams, ensuringappropriate controls,escalationand remediation.
• Ensure key processes are clearly documented,controlledand regularly reviewed.
• Maintain effective senior operational oversight of investment platformsand related processes.
• Ensure Operations can scale effectively without a disproportionate increase in cost,riskor headcount.

Automation, AI & Transformation

• Identifyopportunities to simplify,standardiseand automate manual,repetitiveor error‑prone processes.
• Work closely with Engineering to design and deliverimprovements through automation and AI.
• Lead operational change from identification through implementation,adoptionand benefitsrealisation.

Operational Performance & Oversight

• Provide the Operations Director with clear insight into operational performance, risks,capacityand improvement priorities.
• Use data and management information toidentifytrends, emergingissuesand 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 strongtrack recordof leading teams, improving operational performance and delivering meaningful change within investment management, wealth management, investmentplatformsor another regulated financial‑services environment.

You will have:

• A strongtrack recordof building high‑performing teams with clear accountability, performancestandardsand service expectations.
• Demonstrable experience working with investment platforms and a strong understanding of platform operating models.
• Proven experience designing,improvingand embedding robust,scalableand 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 identifyappropriate usecases and translate operational needs into effective solutions.
• Experience working collaboratively with EngineeringandDevelopment teams to improve or automate operational processes.
• Strong operational risk and control experience, including identifying risks, strengtheningcontrolsand managing operational incidents.
• Experience using OKRs, KPIs, SLAs and management information to manage performance and drive continuous improvement.
• A proventrack recordof reducing operational errors and rework through root‑cause analysis, strongercontrolsand 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 toidentifyissues, makedecisionsand prioritiseimprovement activity.
• The judgement and leadership capability to balance customer experience, operational efficiency,riskand commercial priorities.

Essential Qualifications:

Industry related qualifications and certifications

We reserve the right to close the vacancy early, should we receive sufficient applications.

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‑winninginvestment specialist. Built on over 20years of investment track record, thename Blackfinch first came intobeing on the anniversary of Darwin’s birth, 12thFebruary 2013. A trusted provider, we workin partnership with advisers. Our businessescover tax‑efficient solutions, early stageinvesting, managed portfolio services,property financing and renewable energy.We’re proud to be entrusted with over£1bnin assets under management.

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