Skills & Competencies
Leadership:
• Ability to lead, coach and develop teams
• Strong people management and performance management capability
• Creates an inclusive and positive team culture
• Ability to influence and engage stakeholders at all levels
Communication:
• Excellent verbal and written communication skills
• Ability to adapt communication style to different audiences
• Strong stakeholder and relationship management skills
Problem Solving:
• Strong analytical and investigative skills
• Ability to identify root causes and implement practical solutions
• Sound judgement and decision-making capability
Organisational Skills:
• Excellent planning and prioritisation skills
• Ability to manage competing priorities and deadlines
• Strong attention to detail and commitment to data quality
Continuous Improvement:
• Focus on efficiency, quality and client outcomes
• Ability to identify and implement process improvements
• Embraces change and innovation
Risk Awareness:
• Strong understanding of operational risk and control frameworks
• Maintains a focus on governance, compliance and customer outcomes
• Ability to identify, assess and mitigate operational risks
Knowledge & Experience
Essential:
• Previous experience leading or supervising teams within financial services operations
• Strong experience in Client Onboarding, Client Static Data or Account Administration functions
• Thorough understanding of the onboarding lifecycle for both Personal and Non-Personal clients, including Trusts, Companies, Partnerships, Pension Schemes and other regulated entity structures
• Strong working knowledge of KYC, AML, CDD and Enhanced Due Diligence requirements
• Experience of reviewing and validating complex client structures and supporting documentation
• Experience managing operational workflows and service level targets
• Experience handling complex client data and account maintenance activities
• Strong understanding of risk, governance and regulatory requirements within a regulated financial services environment
• Demonstrable experience managing stakeholder relationships and operational escalations
Desirable:
• Experience within wealth management, platform administration, pensions or investment operations
• Knowledge of FCA regulations, consumer duty requirements and industry best practice
• Experience implementing process improvements and operational change initiatives
• Experience using workflow management systems and operational reporting tools
• Experience supporting platform migrations, account conversions or regulatory change projects
Qualifications
Essential:
• GCSEs (or equivalent) including English and Mathematics
• Evidence of ongoing professional development within financial services operations
Desirable:
• Professional financial services qualification (e.g. CISI Investment Operations Certificate, IOC or equivalent)
• AML, Financial Crime or Compliance-related qualification