Head of Service Operations

Job Description

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 Hargreaves Lansdown.We know that sometimes people can be put off applying for a job if they dont tick every box. If youre excited about working for us and have most of the skills or experience were looking for, please go ahead and apply. Wed love to hear from you!About the roleAs the Head of Service Operations (known internally as Head of New Business & Anti Money Laundering (AML)), you will be responsible for leading and coaching 4 Operational teams; Onboarding and Servicing, Retirement, First Line AML Operations and Bereavement(c200 colleagues) to deliver outstanding Client Service at every touch-point, role modelling the Hargreaves Lansdown (HL) values. You will ensure consistently good client, business and colleague outcomes through the effective management of resources and riskswhilst also supporting the execution of ongoing regulatory activities and vision at HL, both within your own teams and across Omni-channel.What youll be doing

• Accountable for the delivery of service targets (SLAs, QA, Complaints, breaches etc) through appropriate resource, process, third party and risk management.
• Manage risk and conduct issues through collaborative working relationships.
• Monitors and reports on operational activity and trends, to ensure that costs are controlled whilst maintaining outstanding client service.
• Adept at using technology to analyse data to identify patterns and summarising them succinctly to inform key decisions.
• Proficient in creating innovative improvements for processes and systems. Stimulate thinking and encourages others to see new possibilities, both in their own teams and across the business.
• Oversees an effective risk and control environment to ensure good client outcomes.
• Accountable for the AML, Bereavement, Retirement and Onboarding and Servicing processes across the Omni-channel business, acting as SME where appropriate, and leading both those directly under their control and those led by others.
• Highly collaborative at engaging with the 2nd line of defense to ensure delivery of all relevant regulation.

About you

• Significant leadership experience within a financial services environment.
• Proven experience in operational leadership, strategy, planning and knowledge management; financial services legislation, governance, risk and compliance.
• Excellent business, regulatory and operational knowledge, particularly in relation to AML.
• Ability to lead and develop operational processing teams to deliver against challenging objectives.
• Proven ability to handle conflicting priorities in an evolving regulatory environment, prioritising and delivering at pace.
• Experience of forming and executing the people agenda across large teams to drive positive outcomes for clients, colleagues and the business.
• Practical experience of major business transformation delivery activities and change management experience.

Interview processThis will be a two-stage interview process, consisting of a presentation. There will also be a psychometric assessment.Working ScheduleBased in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern with the expectation of three days per week in the office.Why UsHere at HL, were the UKs number 1 investment platform for private investors, based in Bristol. For more than 40 years weve 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. Were steered by core values that promote service, quality, innovation, and opportunity in everything we do.Whats 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 HLs 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 HLs 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