Operations Manager

Job Description

Excited to grow your careerOur 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 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 an Operations Manager you will lead, coach, motivate and performance manage an Operations Team to deliver outstanding Client Service. By becoming a role model of HLs values to your team you will drive positive change and outcomes whilst keeping our clientsat the heart of everything you do. This is a fantastic role for you to utilise your people management skills, where you will have exposure to different projects and the opportunity to use your own experience and knowledge to make a positive impact.What youll be doing

• Ensures 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
• Provides leadership and direction to the team and manages performance and conduct
• Leads an effective risk and control environment to ensure good client outcomes and risk management; own processes and controls, and ensure they are effectively designed and operated and that all members of the team are adhering to them
• Understands and adheres to relevant regulation and legislation and keep knowledge up to date
• Takes responsibility for communication in the team and effectively communicates change (what and why) in conjunction with other Operations leaders
• Works constructively with other leaders in Operations to provide consistently high levels of performance and client satisfaction
• Supports clear career progression and development opportunities in the team and the wider Operations teams to maximise colleague engagement and retention

About you

• 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.
• Have high emotional intelligence and an empathetic awareness for your team
• Financial services or IT based industry background would be beneficial to your success in this role
• Sound analytical/problem solving skills, with the ability to identify the root cause and set effective actions to prevent re-occurrence
• Approachable Leader who can motivate others, empower team appropriately, delegate effectively and escalate issues where appropriate
• Solution focused mindset - with the ability to use own experience to develop innovative solutions and resolve complex issues
• Regularly looking to continually improve your own, and the wider teams performance, actively promoting change and continuous improvement
• Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease

Interview processThis will be a one stage interview process which will consist of competency and behavioural based questions and a role play exercise.Working ScheduleWe are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (2 days in officeminimum).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 levelHargreaves 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.