Sovereign Trust (Gibraltar) Limited is seeking an experienced Head of Operations to lead the delivery of high quality operational services across its client base. This is a senior leadership role for someone who can bring together people, process and technology to build a high performing operating model, one that delivers client satisfaction, regulatory compliance and sustainable revenue growth.
The successful candidate will manage a team of Senior Managers, Client Relationship Managers and Administrators, and will need to be comfortable operating flexibly within a small to medium sized business where hands-on leadership makes the difference.
Key Responsibilities
-
Manage the operational delivery structure, including all administration, operations and client service functions.
-
Engage the team in continual improvement, ensuring performance is actively managed and change is embraced.
-
Deliver cost efficiency and service standards within Board approved risk appetites.
-
Ensure ongoing compliance with regulatory and statutory requirements.
-
Maximise client satisfaction through a proactive, responsive service that adds measurable value.
-
Oversee operational competence, capability and capacity to meet forecast demand.
-
Ensure operational tooling, systems and platforms are fit for purpose and consistently applied.
-
Identify and act on billing opportunities across the existing client portfolio.
-
Coordinate and track operational change and projects that improve efficiency, effectiveness and compliance.
-
Implement and own the operational Quality Control framework.
-
Deliver fit for purpose policies, processes and procedures aligned to Group best practice.
-
Coordinate Customer Satisfaction (CSAT) and Transactional Net Promoter Score (TNPS) processes.
-
Implement a new workflow system for operational staff and own operational MI, workload forecasting and capacity planning.
-
Ensure Risk and Control Self Assessments take place and are centrally monitored.
-
Own the operational Lessons Learnt log, identifying issues, risks and opportunities across the business.
What We Are Looking For
Candidates should be able to demonstrate strong general management and leadership at a senior level, together with experience in operational and corporate strategy, change management, people management, risk and financial management, client relationship management, and process and performance management. Experience gained in regulated financial services is valuable, though Sovereign also welcomes applications from candidates with strong operational leadership backgrounds in other fast-paced, service-driven sectors.
Eligibility to Work
Applicants residing in Spain and commuting into Gibraltar should note recent changes affecting cross-border workers. Cross-border workers must now hold, or be in the process of obtaining, Spanish residency (permiso de residencia). Applicants who do not yet hold this documentation may still be registered using a valid form of identification while their residency application is in progress, so this should not discourage applications.
