Senior Client Operations Manager - 15 Months FTC

The Function

The Investment Finance and Operations team ensures the smooth financial and operational running of our investment platforms. They manage transactions, reporting and controls that underpin the performance and integrity of our funds and portfolios.

The Team

Our Client Operations team sits at the heart of Triple Point's investor journey, managing fund administration, investor servicing and operational processes to ensure a seamless experience for clients and stakeholders.

The Role

The Senior Client Operations Manager is accountable for the day-to-day running of the Client Operations function at Triple Point. This person keeps the team productive, processes controlled, and clients served. Acting as the senior escalation point for issues, the lead on continuous improvement, and the primary bridge between operational delivery and leadership.

Key Responsibilities

Team Leadership

• Directly manage the Investor Ops and Transfer Ops teams; set clear expectations, monitor performance, and support development.
• Run regular 1:1s, team meetings, and performance reviews.
• Manage capacity across the team, maintain headcount planning and workload balance in response to pipeline and project demands.
• Build a culture of ownership, accuracy, and continuous improvement.

Process & Controls

• Own operational processes end-to-end: ensure procedures are documented, followed, and fit for purpose.
• Maintain a robust control environment; identify gaps and drive remediation.
• Monitor quality and accuracy of output across the teams; hold the bar on standards.
• Ensure regulatory and compliance obligations embedded in operations are met consistently.
• Actively identify opportunities to use technology and AI tools to streamline processes, reduce manual effort, reduce incident rates and improve accuracy, driving adoption across the team.

Escalation & Issue Resolution

• Act as the senior escalation point for complex or time-sensitive operational issues.
• Triage, own, and resolve problems quickly. Root-cause analysis and clear communication to affected stakeholders.
• Assist in maintaining the incident dashboard; track resolution and feed learnings back into process improvements.

KPI & Capacity Reporting

• Monitor the operations KPI framework: working with the Head of Client Operational Excellence & Change to define metrics, maintain reporting, and present performance to leadership.
• Produce management information packs.
• Identify trends in data; proactively flag risks or capacity pressures before they become problems.

Projects & Change Implementation

• Contribute to operational change projects, including but not limited to, system upgrades, process redesigns, regulatory change, or business growth initiatives.
• Ensure the team is ready to embed any operational changes affecting their processes.
• Working with the Projects & Governance team & Head of Client Transformation to drive continuous improvement: identify inefficiencies, and implement solutions.
• Ensure operational readiness for new products and material updates to existing ones, facilitating training and ensuring the team is fully prepared before go-live.
• Working with the Investor & Transaction Ops teams to ensure that any initial issues to new or updated processes are logged, reviewed and resolved before they become a larger issue, taking ownership of embedding change across the department.

Stakeholder Management

• Build strong relationships across the business.
• Communicate operational performance, risks, and changes clearly to senior stakeholders.
• Manage adviser/client-facing escalations where required, maintaining Triple Point's service standards.
• Act as a key liaison between Operations and key internal stakeholders (including but not limited to, Distribution, Digital & Tech, Legal, Risk & Compliance, Company Secretarial) ensuring smooth handoffs and consistent client experience across the investor lifecycle.
• Act as a key liaison between Operations and key external stakeholders.
• Represent Operations in cross-functional forums and working groups, balancing the needs of front-office and support functions.

Other

• Support other ad hoc business needs and cross-functional initiatives as required.

Knowledge & Experience

Essential

Experience & Knowledge

• Must have extensive experience in an operations role within financial services, with at experience of managing a team.
• Direct experience in fund administration, investment management operations, or wealth management operations.
• Demonstrable track record of owning and improving end-to-end operational processes.
• Confident working with operational data; able to build and maintain KPI dashboards and MI reporting.
• Experience acting as an escalation manager - calm under pressure, structured problem-solver.
• Has led or materially contributed to operational projects from definition through to embedding.
• Working knowledge of FCA-regulated operating environments; understands compliance obligations within operations.
• Proficient in Microsoft Office suite.

Skills & Competencies

• Leadership: sets direction, holds the team accountable, and develops individuals.
• Operational Rigour: gets into the detail; spots errors, closes gaps in process, and ensures nothing falls through the cracks.
• Communication: concise and confident - with the team, with peers, and with senior stakeholders. Written and verbal.
• Prioritisation: manages multiple competing demands without losing focus on what matters most.
• Analytical Thinking: comfortable with data; able to draw insight from MI and translate it into action.
• Continuous Improvement: proactively questions the status quo; builds the case for change and sees it through.
• Stakeholder Influence: builds trust across functions; able to push back constructively and negotiate outcomes.
• Resilience: maintains composure and judgement under pressure; particularly in issue escalation scenarios.
• Technology & AI Adoption: comfortable using AI and automation tools; able to identify where they add value in operational workflows, embed them into day-to-day practice, and guide the team through the change with confidence.

Desirable

• Experience with investment administration systems or Salesforce CRM.
• Experience with AI and workflow automation tools.

Why Join us?

• You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
• Be part of a growing and innovative team
• We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
• Opportunities for professional development and career progression.

At Triple Point, high performance means living our values every day:

• Stay Curious.
• Be Generous.
• Take Thoughtful Action.
• Pull Together.
• Own It.

In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools and is encouraged to explore how AI and automation can enhance their work.

We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.