Job Overview
We are looking for an experienced Financial Services operations professional who combines deep operational expertise with strong change and transformation capability. The ideal candidate will have a proven track record of improving processes, enhancing customer outcomes and delivering operational change within Wealth Management, Insurance or broader Financial Services environments.
You will be comfortable acting as a Subject Matter Expert on client engagements, working closely with stakeholders at all levels to diagnose operational challenges, design practical solutions and support successful implementation. You will bring a consulting mindset, strong stakeholder management skills and the ability to balance strategic thinking with hands-on delivery. This role would suit an ambitious individual who enjoys solving complex business problems, influencing senior stakeholders and helping clients navigate operational transformation.
Summary of responsibilities
- Operational excellence and process optimisation
- Change delivery and SME leadership
- Client engagement and customer experience improvement
Candidates must be flexible and prepared to travel to Southampton Office and nationally to client sites.
Typical Responsibilities include:
- Analyse, design and optimise operational processes across client engagements to improve efficiency, control effectiveness and customer outcomes.
- Act as a Subject Matter Expert on operational models, processes, systems and regulatory requirements within Financial Services.
- Support the delivery of business transformation, target operating model and change programmes, providing operational expertise throughout the project lifecycle.
- Identify process inefficiencies, control gaps and operational risks, developing practical recommendations that deliver measurable improvements.
- Work closely with client stakeholders to understand business challenges and translate requirements into effective operational solutions.
- Lead operational workstreams within larger transformation programmes, managing activities, dependencies and stakeholder engagement.
- Conduct current-state and future-state process assessments, including process mapping, root cause analysis and impact assessments.
- Drive continuous improvement initiatives to enhance service delivery, operational performance and customer experience.
- Ensure operational processes align with regulatory expectations, internal controls and industry best practice.
- Support the implementation of new systems, technologies and operating models, including process redesign, testing and business readiness activities.
- Use data and operational metrics to identify trends, monitor performance and support evidence-based decision making.
- Facilitate workshops and working sessions with clients to gather requirements, validate solutions and build stakeholder consensus.
- Build trusted relationships with client teams and contribute to the successful delivery of consultancy engagements.
- Collaborate with cross-functional teams including Operations, Risk, Compliance, Technology and Change functions to achieve programme objectives.
- Contribute to business development activities by supporting proposals, client presentations and thought leadership initiatives where appropriate.
- Act as a trusted adviser to client leadership teams, providing expert insight on operational strategy, process improvement and transformation opportunities across Financial Services organisations.
Essential Experience
- 5+ years' experience in Financial Services operations, operational change or business transformation.
- Demonstrable experience leading or supporting operational improvement initiatives and change programmes.
- Strong understanding of end-to-end operational processes within Financial Services organisations.
- Experience working as a Subject Matter Expert, Business Analyst, Operations Lead or similar role on transformation programmes.
- Proven ability to analyse business processes and identify opportunities for efficiency, control and customer experience improvements.
- Experience engaging with senior stakeholders and presenting recommendations in a clear and credible manner.
- Experience facilitating workshops, gathering requirements and translating business needs into operational solutions.
- Strong understanding of operational risk, controls and governance frameworks.
- Experience working across multiple stakeholders, functions and priorities within complex organisations.
- Ability to manage workstreams independently while contributing effectively within wider programme teams.
Essential Knowledge and Skills
- Strong knowledge of Financial Services operational models, processes and customer journeys.
- Understanding of regulatory requirements and conduct expectations within Financial Services.
- Excellent problem-solving and analytical skills with a structured approach to decision making.
- Strong process mapping and process improvement capability.
- Ability to interpret operational data and performance metrics to support recommendations.
- Excellent written and verbal communication skills.
- Strong stakeholder management and relationship-building capability.
- Ability to balance attention to detail with broader strategic objectives.
- Commercial awareness and client-focused mindset.
- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint and Visio.
Preferred Experience
- Experience within Wealth Management, Financial Advice, Platforms, Pensions, Investments or Insurance.
- Previous consulting experience or experience working in a client-facing delivery environment.
- Experience supporting target operating model design and implementation.
- Exposure to digital transformation, automation or operational technology deployments.
- Knowledge of industry methodologies such as Lean, Six Sigma, Agile or Scrum.
- Relevant professional qualifications within Financial Services, Change Management or Project Delivery.
Personal Attributes
- Highly motivated, ambitious and self-driven.
- Naturally curious with a continuous improvement mindset.
- Confident influencing stakeholders at all levels.
- Collaborative and team-oriented whilst comfortable working autonomously.
- Resilient and adaptable in fast-paced client environments.
- Pragmatic problem solver with a focus on delivering measurable outcomes.
- Strong sense of accountability and ownership.
Pay: Up to £90,000.00 per year
Benefits:
- Casual dress
- Company pension
- Life insurance
Application question(s):
- Are you flexible with travel and prepared to travel to Southampton Office and nationally to client sites as required. (typically its 3 days either in the office or on client site (Nationally) and 2 days from home.)
Work Location: Hybrid remote in Southampton SO15 2BG
