Operations Manager, Fund Services
Posted Updated
Service delivery and registry operations
- Own daily registry delivery across investor onboarding, applications, redemptions, transfers, switches, distributions, unit-holder maintenance, communications and periodic processing.
- Ensure transaction cut-offs, authorizations, cash and unit reconciliations, exception handling and client-specific service levels are met with complete evidence and clear ownership.
- Maintain effective capacity planning for business-as-usual demand, fund launches, distributions, tax cycles, corporate actions and other peak events.
- Provide accurate, timely operational reporting and proactively manage aged items, incidents, complaints and client-impacting exceptions.
- Operate a documented first-line control framework covering maker-checker controls, reconciliations, access, segregation of duties, data quality, record keeping and quality assurance.
- Partner with Risk and Compliance to implement applicable obligations, including AML/CTF and customer due diligence, sanctions screening, privacy, complaints, FATCA/CRS and financial-services requirements.
- Maintain current procedures, risk and control assessments, issue registers and audit evidence; ensure incidents are assessed, escalated, investigated and remediated to agreed timeframes.
- Embed operational-resilience practices, including business continuity exercises, critical-process mapping, tolerance awareness, dependency management and service-provider oversight relevant to client obligations.
- Act as the senior operational contact for service reviews, escalations, due diligence, audits, transitions and change initiatives.
- Translate client needs into clear operating requirements and provide transparent status, root-cause analysis, remediation plans and risk-based recommendations.
- Build trusted relationships while balancing investor outcomes, contractual commitments, operational risk and commercial sustainability.
- Support new-business due diligence, solution design, onboarding and fund migrations with realistic effort, control and readiness assessments.
- Lead, coach and hold Team Leaders accountable for service, risk, quality, productivity, conduct and employee experience.
- Set measurable objectives, conduct regular performance and development conversations, and maintain succession and critical-skill plans.
- Build a cross-skilled workforce with clear role coverage, training accreditation, procedure competency and resilience during planned and unplanned absences.
- Foster psychological safety, respectful challenge, inclusive decision-making and a practical culture of ownership and continuous improvement.
- Use operational data to identify failure demand, bottlenecks, control weaknesses, service trends and automation opportunities.
- Own a prioritised improvement roadmap and deliver measurable benefits in turnaround time, straight-through processing, accuracy, control effectiveness and employee effort.
- Partner with Technology on requirements, testing, release readiness and post-implementation assurance; ensure automation has appropriate controls, monitoring and fallback procedures.
- Promote secure handling of investor information and disciplined adoption of digital tools, workflow, analytics and AI in line with approved governance.