Senior Operations Manager

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

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

This is an exciting opportunity for an experienced Senior Manager to lead a team of managers in our busy, dynamic Onboarding and AML Team on a 12-month secondment basis. As a Senior Operations Manager you will lead, coach and motivate a medium-sized Service delivery function (60-70FTE) to deliver outstanding client, business and colleague outcomes. You will role model the Hargreaves Lansdown (HL) values and own the performance of the given area (people, process, risks).

What you'll be doing

• Provide inspirational, inclusive and collaborative leadership to the function through proactive and collaborative management of people, resources and risk
• Take responsibility for ensuring service delivery targets (SLAs, QA, Complaints, breaches etc) are met, delegated effectively and escalates issues where appropriate
• Monitors and reports to the Head of Department on performance and trends and defines the "path to green" where performance is outside target
• Oversees an effective risk and control environment to ensure good client outcomes, in particular the effective design and operation of processes and controls and management of risks
• Understands and complies with relevant regulation and legislation and keeps knowledge up to date
• Provides input into the development of the plan and objectives for the wider Service function
• Owns resourcing for the function, makes business cases for change and investment, owns and drives local continuous improvement activities and realises efficiencies
• Promotes an inclusive and diverse culture where learning, development and colleague engagement is a priority; supports career progression and development opportunities in the function and the wider Service Teams to maximise colleague engagement and retention
• Provides leadership and direction to immediate reports (Service Leaders and Team Leaders and the wider Service function) and takes responsibility for Communication in the function
• Effectively steers and communicates operational change initiatives in conjunction with other leaders in Service.
  

About you

• Outstanding leadership and communication skills; approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients
• Significant leadership experience within operational or client-facing environments
• Proven experience of managing managers and medium-sized teams to drive positive outcomes for clients, colleagues and the business
• Track record of managing operational change
• Ability to engage positively with colleagues at all levels
• Sound analytical/problem solving skills, ability to simplify complex problems and implement innovative solutions
• Desirable: Financial services, Telecoms, industry background

Interview process

2 stage interview process

Working Schedule

We are based in Bristol, BS1 5HL. This role is a 12 month secondment, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home or in the office (2 days per week)

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* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* Dependant on role level

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. #HLI