Head of Operations

We are looking for a Head of Operations to lead, inspire and motivate a team of professionals to excel in operational excellence, emphasising smooth and efficient operations. This role requires a focused approach to enhance, streamline, and continually improve operational processes as well as overall quality. Therefore, this pivotal role is central to the efficiency and success of our Regulated Business.

Supporting the Head of Regulated Services and Group Operations Director the incumbent will focus on day-to-day management of the operations of the Regulated Business in line with its Strategy acting as a Member of our Change Management, BTG, and duties in accordance with the BTG Terms of Reference.

You will take accountability for delivering a strong controls environment, operational efficiencies, resilience, effective management information (relating to the regulated operational processes) and digitisation in the Regulated Business as part of the Aspida Group’s (“Group”) 3-year strategy. The role will facilitate the Regulated Business in delivering consistent client service excellence whilst ensuring full adherence to legal, statutory, and regulatory responsibilities.

You will be a member of the SMT and RegExCo and work in conjunction with the various committee members to ensure consistent and reliable business operations whilst promoting a culture that supports the delivery of Group strategy and values. As such the incumbent will be required to report and recommend enhancements on management information and identification of key risks along with recommendations to the relevant Committees and will be required to attend and present to the Regulated Business’ Board.

Key Duties:

  • Actively support the Head of Regulated Services and Group Operations Director with the implementation and management of operational processes in the regulated business to meet strategic business objectives.
  • Facilitate a strong organisational culture, embracing ownership, accountability, excellent communication, collaboration, transparency, trust, and learning.
  • Lead, inspire and motivate the Operations team to excel in operational excellence, with the aim of improving productivity, increasing profitability and achieving the objectives of the Group strategy.
  • Ensure that team objectives and performance align to meet the Regulated Business strategic objectives and performance.
  • Member of the Business Transformation Group, which oversees Group Change Management initiatives, in line with its Terms of Reference.
  • Provide technical guidance and support to the Group Operations Director and the Regulated Business on operational matters.
  • Under guidance from the Board, Committees and Group Operations Director, maintain, update and make recommendations with regards to the Operational Policies & Procedures manual.
  • Develop and maintain robust control framework for identifying and managing key risks and controls, developing key risk indicators and key performance indicators.
  • Drive business automation by ensuring end-to-end mapping of business processes ready for workflow/automation.
  • Accountability for continuously identifying and successfully implementing process improvements to enhance productivity and reduce costs.
  • Stress test Group initiatives that link to operational delivery and ensuring that controls are in place to mitigate risks identified.
  • Work with the Head of Risk and Assurance to ensure that the operational risk register is relevant and up-to-date, that key risks are managed and corrective actions are completed.
  • Being aware of and managing operational risk within the regulated team and alerting the Governance Risk and Compliance Committee of any issues or concerns relating to operational issues or practices.
  • Production of reliable management information dashboards for tracking progress of BTG projects and reporting of key controls.
  • Utilisation systems to provide automated reporting and optimisation with our Administration System.
  • To act as an Authorised Signatory (“A “signatory), which includes signing of agreements and other legal documents, as well as making appropriate fiduciary decisions.
  • Automate processes and deliverables, while assessing the best systems to use for automation for recommendations to the Group Operations Director and BTG.
  • Ensure the Operations team’s timesheets are updated daily, with quality information included for the purpose of accurate analysis and billing.
  • Assist with financial planning, budgeting, and resource allocation, as required

Experience and Skills

  • Proven ability to lead and inspire a team to achieve operational goals.
  • Strong interpersonal skills which fosters clear and effective communication.
  • 10+ years in a role in a regulated business that has exposed the incumbent to legal, statutory, and regulatory obligations such that they understand the needs of a regulated business.
  • Experience in designing and implementing or reengineering workflow solutions.
  • Proven experience of managing change.
  • Experience of management roles and dealing with senior stakeholders.
  • Methodical with a strong attention to detail and ability to build good working relationships with people at all levels.
  • A relevant professional qualification.
  • Preference for an Operational Excellence qualification.

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