Operations Manager

**Reports to Senior Project Manager - Client Onboarding**:
With a focus on driving excellent client service and understanding the needs of our clients, we are continually enhancing the onboarding approach. As a result, we are looking for an experienced Onboarding Operations Manager to join the newly established Onboarding Centre of Excellence.

The individual will be responsible for the execution of client onboarding within the Centre of Excellence. This will encompass the onboarding journey for new promoters, migrations and new structure set-ups across our jurisdictions, markets and services.

In addition, the role holder will be expected to actively seek and implement best practice into onboarding processes to ensure the Onboarding Centre of Excellence adopts a continuous improvement mindset. This will be supported by the opportunity to complete project management qualifications/training.

**Key responsibilities**:
The responsibilities of the role include, but are not limited, to:
Core Activities
- Completing and coordinating New Business Committee (NBC) submissions for Channel 1 and Channel 2 clients (alongside the Onboarding Administrator(s)).
- Coordinating the engagement letter process and managing relationships internally and externally as required (alongside the Onboarding Administrator(s)).
- Coordinating input and creating workshop materials for initial requirements gathering workshops during the engagement phase of the onboarding journey.
- Assisting in reviewing / filing statutory and regulatory filings required for entities in the jurisdiction they operate in, as applicable to the onboarding journey.
- Supporting the Onboarding Centre of Excellence team in incorporating entities and client migrations.
- Communication with regulators and other external parties, such as client legal counsel.
- Reviewing and providing comments on constitutional and fund formation documents, including subscription agreements.

Programme Management
- Managing multiple onboarding projects of differing complexity and size simultaneously (may also be across different jurisdictions and asset classes).
- Working alongside the Senior Onboarding Manager to document timelines and plan for onboardings, in consultation with internal and external stakeholders, whilst drawing on experience from previous onboardings.
- Be responsible for adhering to specific SLAs / KPIs for each onboarding and managing the team against these and appropriate escalation to the Senior Onboarding Manager/Head of Onboarding where required.
- Identify and capture lessons learned and act on, to enable continuous improvement of the Onboarding journey.

Client Experience
- Support the wider Onboarding Centre of Excellence team to ensure a best-in-class onboarding experience for clients.
- Build relationships with clients by demonstrating a strong understanding of the industry they operate in and ability to design and execute the onboarding process to address their motivators, challenges and goals.
- Managing relationships amongst stakeholders by building confidence and trust with clear professional communication and transparent expectation management.
- Be able to manage relationships with the client's third parties as required throughout the onboarding journey.

Stakeholder Management
- Work within a partnership model which includes Client Facing Teams, Business Development and other internal Aztec Teams such as Legal, Risk, Compliance and other Centres of Excellence.
- Ensure that there is appropriate handover to Client Facing teams at the end of the onboarding journey.

Risk and Issue Escalation
- Identifying risks or issues that may impact the delivery of the onboarding process, whilst providing and facilitating the creation of options and recommendations to mitigate and drive solutions in a positive and constructive manner.
- Act on real-time feedback and escalate issues effectively and in a timely manner.

People Management
- Managing a team within set SLAs and KPIs
- Strong people management experience, including objective setting and sucession planning.
- Responsible for managing workloads and delegating tasks, as appropriate, to the Onboarding Administrator(s).

**Skills, knowledge, expertise**:

- 5+ years of experience in-house fund administration business or project managing large scale initiatives.
- Extensive experience in the onboarding of new clients and a proven track record of successful delivery.
- Proven track record of stakeholder management and strong communication skills (both internal to the business and external).
- People management experience and ability to engage, coach and motivate a cross-jurisdictional team.
- Ability to manage client expectations through effective communication and appropriate risk management.
- Strong alignment to Aztec Group values.
- Ability to quickly learn new information, processes and procedures.
- Proven ability to meet deadlines and proactively identify and deal with problems.
- A self-starter wit