Head of Operations

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Purpose of Role

The Head of Operations will lead and run Ascot Lloyd’s servicing capability, overseeing a large, multi-site operational function delivering scalable, high-quality ‘operations-as-a-service’ support across the business. The role will be responsible for driving operational excellence, consistency and efficiency, whilst enhancing client outcomes and supporting advisers through a high-performing team. A key focus will be shaping and embedding modern operational practices, including automation, AI-enabled processes and continuous improvement methodologies.

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Key Responsibilities

• Lead and develop an operations function across multiple UK hubs
• Establish and optimise ‘operations-as-a-service’ capabilities to support scalable business growth
• Drive operational excellence through standardisation, process optimisation, AI and continuous improvement
• Own and deliver transformation initiatives, particularly relating to automation, AI and process engineering
• Partner with Regional Operations Leads to ensure aligned, high-quality service delivery across all locations
• Develop and implement robust operating models, governance frameworks and performance metrics
• Leverage MI and data insights to improve efficiency, productivity and client outcomes
• Ensure strong risk management and adherence to FCA regulatory and internal compliance requirements
• Build a high-performance culture with strong leadership, capability development and succession planning
• Act as a key contributor to the broader Operations and Technology strategy

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Experience / Skills Required

• Proven experience leading large-scale operational functions 
• Strong track record of delivering operational programmes
• Demonstrated experience implementing automation, AI or digital process improvements
• Experience designing and leading shared service or enterprise-scale operating models
• Strong stakeholder management skills, including senior leadership engagement
• Experience working within financial services or a regulated environment, IFA context desirable
• Advanced analytical and problem-solving capability, with strong use of MI and data
• Ability to lead multi-site teams and drive consistency across distributed locations
• Strong commercial awareness and focus on delivering business outcomes

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SM&CR Responsibilities

As an FCA regulated company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

1. You must act with integrity
2. You must act with due care, skill and diligence
3. You must be open and co-operative with the FCA, PRA and other regulators
4. You must pay due regard to the interests of customers and treat them fairly
5. You must observe proper standards of market conduct
6. You must act to deliver good outcomes for clients