Central Operations Manager, Financial Planning

Career

You may currently be leading Financial Planning administration, client services, or operational teams and are looking for a role where you can shape processes, improve quality standards, and influence how work is delivered across multiple teams in the UK and our hub in South Africa.

This position offers the opportunity to drive operational excellence, lead remote teams and play a key role in creating scalable, efficient and compliant Financial Planning operations.

About the role 

Reporting to the Deputy Head of Client Servicing, the Central Operations Manager, Financial Planning is responsible for leading the delivery of Financial Planning back office operational services.

The role manages two Team Leaders based in South Africa and is accountable for ensuring operational activities are completed accurately, efficiently and in line with agreed standards.

A key focus of the role is developing and embedding standard operating procedures, quality frameworks and scalable processes that support business growth, regulatory requirements and an excellent client experience.

You will work closely with stakeholders across Financial Planning, Client & Adviser Support, Risk, Compliance and Change functions to drive continuous improvement and operational consistency.

Accountabilities

• Lead the day-to-day delivery of Financial Planning back office operational activities.

• Ensure work is completed accurately, efficiently and within agreed service standards.

• Remotely manage, coach and support two Team Leaders based in South Africa.

• Create clear performance expectations and promote accountability across teams.

• Develop, maintain and embed standard operating procedures for Financial Planning workflows.

• Design scalable processes that support changing business needs and volumes.

• Ensure back office operational tasks are segmented and allocated effectively.

• Review and enhance quality checking frameworks across Financial Planning back office operations.

• Monitor quality outcomes and use insights to improve service, efficiency and performance.

• Ensure operational processes support regulatory requirements, Consumer Duty obligations and internal risk controls.

• Identify operational risks and implement appropriate controls and solutions.

• Work collaboratively with UK and South Africa-based stakeholders to resolve issues and improve operational performance.

• Lead operational improvement initiatives and support the successful implementation of change.

Skills and Experience

• Strong Financial Planning operations experience with a detailed understanding of back-office Financial Planning activities.

• Proven experience developing and embedding standard operating procedures.

• Experience creating and managing quality assurance or quality checking frameworks.

• Strong operational management background with a track record of improving service delivery and efficiency.

• Experience leading or influencing geographically dispersed teams.

• Excellent stakeholder management and communication skills.

• Strong analytical and problem-solving capabilities.

• Ability to use performance data and operational insights to drive continuous improvement.

• Experience delivering process improvement and operational change initiatives.

• Good understanding of regulatory requirements and risk management within a Financial Planning environment.

• Experience managing offshore or international operational teams.

• Experience supporting scalable Financial Planning operations within a regulated business.

• Exposure to operational transformation or service redesign projects.

• Competitive Pension Scheme - we contribute 6%, you 3%

• 26 days holiday plus bank holidays

• Private Medical Insurance

• Life Assurance (4x)

• Group Income Protection

• Work From Anywhere policy

Our agile working environment means you may engage in various tasks and projects, which keeps work interesting and you get to develop and grow.