Client Services Operations Manager

Outsized; Cape Town; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Outsized is seeking an experienced Operations Manager to lead a Client Services team within a regulated investment and financial services environment.

The role provides strategic leadership across operational service delivery, client and intermediary experience, transformation, risk management, regulatory compliance, financial management, stakeholder engagement, and people leadership.

Qualifications

• Senior operations leadership experience within a LISP, investments, wealth management, or financial services environment.
• Strong knowledge of FAIS, FICA, FSCA, and TCF requirements.
• Proven experience leading large teams and driving operational excellence.
• Strong stakeholder, project, and change management skills.
• Data-driven with experience improving service delivery, efficiency, and client outcomes.

Responsibilities

• Lead and manage the Client Services Operations team.
• Ensure excellent service delivery to clients and intermediaries.
• Drive operational efficiency, process improvements, and business transformation initiatives.
• Use data and reporting to improve performance and decision-making.
• Ensure compliance with FAIS, FICA, FSCA regulations, and TCF principles.
• Manage operational risk, governance, and regulatory requirements.
• Oversee budgets, workforce planning, and resource management.
• Manage key stakeholder and outsourced service provider relationships.
• Lead strategic projects, system enhancements, and operational change initiatives.
• Develop and coach managers while building a high-performing team.

Job description

Our client is looking for an experienced Operations Manager to lead a Client Services team within a regulated investment and financial services environment.

The role provides strategic leadership across operational service delivery, client and intermediary experience, transformation, risk management, regulatory compliance, financial management, stakeholder engagement, and people leadership.

The incumbent will drive operational excellence through data-led decision-making, continuous improvement, technology-enabled transformation, and the development of a high-performing operations team, ensuring the delivery of exceptional service outcomes for clients, intermediaries, and business stakeholders.

Duties & Responsibilities

• Lead and manage the Client Services Operations team.
• Ensure excellent service delivery to clients and intermediaries.
• Drive operational efficiency, process improvements, and business transformation initiatives.
• Use data and reporting to improve performance and decision-making.
• Ensure compliance with FAIS, FICA, FSCA regulations, and TCF principles.
• Manage operational risk, governance, and regulatory requirements.
• Oversee budgets, workforce planning, and resource management.
• Manage key stakeholder and outsourced service provider relationships.
• Lead strategic projects, system enhancements, and operational change initiatives.
• Develop and coach managers while building a high-performing team.

Desired Experience & Qualification

• Senior operations leadership experience within a LISP, investments, wealth management, or financial services environment.
• Strong knowledge of FAIS, FICA, FSCA, and TCF requirements.
• Proven experience leading large teams and driving operational excellence.
• Strong stakeholder, project, and change management skills.
• Data-driven with experience improving service delivery, efficiency, and client outcomes.