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SJP Operations Manager

  • Job reference DST/TP/57366/11659
  • Job type Full Time
  • Sector Administration and Operations, Wealth Management/Investment Platforms
  • Location Basildon
This vacancy has now expired.

The role of the SJP Operations Manager is to cover the following:-

  • Ensure efficient Management of all activities relating to the Processing team involving processing & checking of work produced
  • Ensure the achievement of agreed SLA processing standards for all clients
  • Demonstrate effective process organisation, monitoring and control
  • Demonstrate timely identification/resolution/escalation of issues relating to the dealing process with relevant parties
  • Manage the performance, coaching ,development & training of team in conjunction with team leader
  • Ensure effective departmental, internal & external communication
  • Have a proactive approach to service enhancement
  • Identify and raise initiatives for processing enhancements
  • Take responsibility for maintaining team procedures
  • Grade - Manager (G/P3)
  • Closing date - 29th July 2019

Main Responsibilities

Service Delivery - Regularly monitoring quality and productivity at team level to ensure that the processing meets and exceeds client expectations in relation to Service Level Agreements (SLA) and Key Performance Indicators (KPI)

Quality - Ensure that checking of work undertaken by the team is completed accurately with errors logged appropriately. All queries directed to the team to be answered/redirected within acceptable timeframes.

Process Management & Procedures - Manage the writing of new and review of existing procedures within the team as well as assisting processing teams with their procedures by providing input and feedback. Monitor and control the processes and procedures carried out within the team, ensuring that they operate within the confines of the regulatory regime and where necessary appropriate action is taken to resolve issues in a timely and effective manner.

Staff/Operational Management, Training & Development - Manage and oversee the Operation team formulating short and long term strategic plans where appropriate. Managing the activities of the Operational Team, supporting the Team Leader, providing regular feedback on performance and appropriately targeted coaching and development. processing challenges and support a good relationship between both parties.

Departmental Communication - Cascade necessary information to direct reports and departmental colleagues concerning their work in order for processing of dealing and associated tasks to be carried out efficiently and within SLA.

Communication - Work closely with Client Relationship Teams, India and all relevant areas within SS&C and ensure the team operationally meets business requirements.

Service Enhancement - Identifying opportunities to enhance the service provided to clients and developing follow through actions in conjunction with internal and external colleagues.

Improvements - suggesting improvements to departmental processes when identified during process reviews, ensuring any subsequent implementation is clearly communicated to necessary parties

Develop and Improve Client Relations - work closely with Client Relationship teams and all relevant areas within SS&C, including Compliance and IT, to deliver and exceed client and investor expectations.

Audits - Manage the collation of required documentation prior to meetings. Ensure all Audit reviews are represented by a team member who is fully trained on the process. Any follow-up action to be carried out in a timely manner.

Department Support - Support Operational team by assisting with queries, maintaining logs to identify training needs and providing necessary feedback, collating of MI for escalation at board level.

To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.

All Line Managers are accountable for the following:

  • To communicate openly and honestly with their team
  • Addressing issues relating to performance or adherence to professional standards
  • To ask, listen and understand the team
  • To be fair and consistent across the team
  • To be accountable for own actions and the actions of the team
  • To support their teams development and champion professional development​
  • Be approachable

Ideal Candidate

  • IOC or equivalent, or commitment to study for IOC or equivalent.
  • Keyboard skills and proficiency in the use of MS Office packages.
  • Excellent verbal reasoning and numeric skills.
  • Ability to analyse and assess business processes.
  • Proven record in Team Management
  • Ability to organise others to achieve the aims of the department.
  • Ability to coach and develop less experienced team members.
  • Experience in Financial Services Investment Industry.
  • Detailed knowledge of ISA, Unit Trust, OEIC or Investment Trust administration
  • Detailed understanding of FCA regulatory environment


  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • 25 Days holiday
  • 9% pension scheme (6% non-contributory & 3% self contribution)
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • Flexible benefits scheme
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