The opportunity
As Operational Performance Manager, you'll be at the heart of driving service excellence within our Partnership Services Function. In this dynamic, hands-on role, you'll lead and oversee the day to day operations - ensuring seamless delivery of services, operational efficiency, compliance and a culture of continuous improvement. You'll play a key strategic role in supporting scalable, client focused operations aligned with our business growth.
Your leadership will span across several core teams, including our Emerging Talent, Admin, and Paraplanning Teams.
Join our mission to make financial advice accessible to everyone.
Hybrid role, based 2-3 days in our Swindon office.
What we offer:
1. Salary - £55,000
2. Bonus scheme - on target bonus - 10%
3. Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
4. Critical illness cover
5. Income protection
6. Death in service - 4x salary
7. 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
8. A range of other flexible benefits to include private medical insurance, dental insurance and much more.
What you'll be doing:
9. Monitor and optimise all operational activities
10. Ensure capacity limits do not break
11. Working alongside the Relationship manager to ensure full-service utilisation at all times
12. Work with the operations design lead to fully document, optimise, review and refine all our operational procedures
13. Design and deliver team training around operational activities
14. Maintain service excellence and resolve queries as needed
15. Conduct performance reviews, identify development areas and oversee CPD activities
16. Monitor metrics and report on performance
What will you need to succeed?
17. Level 4 Diploma in Financial Planning
18. Previous team leadership or supervisory experience
19. Good understanding of T&C framework
20. In depth knowledge of pensions, investments, protection, tax planning and cashflow modelling
21. Keen eye for quality and ability to determine actions on any underperformance, including coaching, formal plans or escalation and determining actions on remedial steps
22. Continuous improvement mindset to recognise where existing processes need amending for quality or efficiency and to deliver improvements in our customer journey and service delivery
23. The ability to manage resource / workflow and multiple tasks and priorities to deadlines, delegating as appropriate
24. Strong relationship management and interpersonal skills with the ability to build effective working relationships
25. Strong IT skills, with working knowledge of MS Office, in particular Word, Excel, PowerPoint, and Outlook
Why us?
We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.
We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.