Assistant Manager - Operations

Supporting the Onboarding Manager, you will undertake a key day to day management role across the Onboarding and AML teams, ensuring effective day‑to‑day operations. You’ll help maintain high service standards, provide essential support to our branch network, and drive positive outcomes for clients.

You will take an active role in training, coaching, and developing team members, ensuring they have the skills and confidence to excel. By role‑modelling our values and behaviours, you will inspire colleagues to consistently provide exceptional service.

You will play a key role in embedding continuous improvement throughout the team to enhance quality and operational performance.

As part of our ‘Stand Together and Stand Out’ culture, you will collaborate openly with others, offer support where it’s needed, and demonstrate a commitment to always performing at your highest standard.

What You Will Do

In this role, your main priorities will be supporting the Onboarding Manager and the team in these areas:

Workload Management

• Management of the daily team workflow, in line with departmental priorities.
• Monitoring and reporting on KPIs, SLAs, and MI for the team.

Team Supervision

• Coaching and evaluating team members, tackling challenges proactively and positively.
• Creating a team environment that is energised, supportive, and focused on shared success.
• Supporting team members with their personal and professional development.

Process Improvement

• Spotting and acting on opportunities to streamline processes, making our operations smarter and more efficient.
• Collaborating with colleagues across the business to enhance working practices and drive continuous improvement.

Maintaining Standards

• Promoting a culture of excellent client outcomes, ensuring the team prioritises customer care and operates in line with Consumer Duty expectations.
• Ensuring the team consistently meets service standards, aligned with regulatory requirements and the expectations of our branch network.

Further details on your responsibilities can be found via the job description attached to this advert.

What We Are Looking For

Qualifications, Experience & Knowledge

Essential

• Holds CISI Investment Operations Certificate Level 3, or a commitment to complete it within first 2 years of employment.
• Proven experience in coaching and developing people, with the ability to provide clear, constructive feedback.
• At least 2 years’ experience in a supervisory role, within a regulated Financial Services environment.

Desirable

• Working knowledge of AML and FCA regulations, or the ability to build knowledge quickly.

Skills & Behaviours

• A genuine passion for leading, supporting, and developing great teams.
• Strong communication and influencing skills.
• Excellent attention to detail and a strong awareness of risk.
• Resilient under pressure, ensuring priorities remain on track even during busy or challenging periods.
• A continuous improvement mindset, with the confidence to challenge existing processes and contribute innovative ideas.
• Strong organisational and problem‑solving abilities.
• Ability to balance multiple priorities, meet deadlines, and manage workload effectively.
• Proficient in Microsoft Office, particularly Excel, with experience of workflow or case‑management systems being an advantage.

Candidate Guidance

It is recommended that candidates use the supporting statement section of the application to tell us more about how they meet the criteria for this opportunity.

The statement does not have to be overly long, but they are a valuable tool for the hiring panel to fully understand your abilities when shortlisting.