Senior Operations Manager

The Senior Operations Manager is a senior leadership role responsible for leading, developing and transforming

Blackfinch’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 for building robust,scalableand resilient operational processes, reducing errors and operational risk, and driving improvements in service,efficiency and 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 platform sand ensure operational decisions and improvements are always made with advisers and end investors in mind.

• Lead,mentorand develop the Client Excellence and Investment Operations teams.
• Build andmaintaina high-performing culturecentredon ownership, accountability, collaboration,service and continuous improvement.
• Set clear expectations,objectives and 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,complaints and operational insight toidentifyand resolve friction points.
• Set clear service expectations across the function and ensure teams understand how their work impacts customer outcomes.

• 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, ensuring appropriate controls,escalation and remediation.
• Ensure key processes are clearly documented,controlled and regularly reviewed.
• Maintain effective senior operational oversight of investment platform sand related processes.
• Ensure Operations can scale effectively without a disproportionate increase in cost,riskor headcount.

• Identify opportunities to simplify,standardise and automate manual,repetitive or error-prone processes.
• Work closely with Engineering to design and deliver improvements through automation and AI.
• Lead operational change from identification through implementation,adoption and benefits realisation.

• Provide the Operations Director with clear insight into operational performance, risks,capacity and 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.

To be successful in this role, you will be an experienced senior operations leader with a strong track recordof leading teams, improving operational performance and delivering meaningful change within investment management, wealth management, investment platformsor another regulated financial-services environment.

You will have:

• A strong track 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,improving and 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 identify appropriate usecases and translate operational needs into effective solutions.
• Experience working collaboratively with Engineering and Development 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 proven track 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,…