Acting as a first line manager, to deliver outstanding client service and cultivate the values of the business by leading, coaching, motivating and managing an HL Operations team, which includes but will not be limited to:
- Workflow, targets and operational results
- Communication climate in the team
- Quality and complaints
- Performance of the team and each individual in the team
- Process effectiveness and efficiency
What you will be doing
- Manage the performance of the team as well as its resources, processes and risks
- Deliver the team's weekly and monthly plans; including the management of training, recruitment, process, risks and controls
- Ensure operational delivery targets for the team (SLAs, QA, complaints, breaches etc.) are met through appropriate resource, people and risk management, escalating issues and trends where appropriate to the Senior Operations Manager
- Lead an effective risk and control environment to ensure good client outcomes and risk management
- Own the team's processes and controls, ensuring they are effectively designed / operated and that all members of the team are adhering to them
- Take responsibility for communication in the team and effectively communicate change (what and why) in conjunction with other Operations leaders
- Work constructively as part of the management team to provide consistently high levels of performance and client satisfaction
About you
- Strong business, regulatory and operational knowledge
- Leadership experience within operational or client-facing environments
- Proven experience of managing people and teams to drive the right outcomes for clients, colleagues and the business
- Ability to engage positively with colleagues at all levels in Operations
- Change management
- Sound analytical/problem solving skills, with the ability to identify the root cause and set effective actions to prevent re-occurrence
- Ability to simplify complex problems and implement innovative solutions
- Approachable leader able to motivate others, empower team members, delegate effectively and escalate issues where appropriate
- Leadership and communication skills
- Strong attention to detail
Desirable
- Degree ILM, and other relevant qualification
- Prior transfer settlements experience with a solid understanding of securities clearing and settlement processes
- Background in operational processes, technology platforms and front office activities
**Interview Process
2 stage process - 2 elements, competency based interview and an assessment activity
Working Schedule
The role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern with a minimum of 2 days a week in the office.
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* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- 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 and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
- dependant on role level
- * only available to select during our annual benefits window, in November each year
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.