Manager – Operations Support

Purpose of role:

• The Manager – Operations Support plays a critical senior role in supporting business growth, improving client experience, and enabling operational scalability. The role provides cross‑departmental operational oversight, serves as a senior escalation point for complex operational issues, and contributes meaningfully today‑to‑day operational decision‑making and technical problem solving. Operating within a business that is preparing for scale, this role brings visibility, structure, and alignment across operational functions while strengthening the robustness of the operating model.

Duties and responsibilities:
Operational Issue Resolution & Escalation Management:

• Act as a senior escalation point for complex, cross‑departmental operational issues impacting clients and internal teams.
• Become actively involved in the remediation of internal and external client issues across operational areas.
• Support the resolution of day‑to‑day technical queries and operational challenges.
• Ensure issues are resolved in a sustainable manner, addressing root causes rather than symptoms.

Cross‑Departmental Operational Oversight:

• Operate across all operational departments within PFS
• Maintain a strong understanding of end‑to‑end operational flows to identify systemic risks, shortfalls, and inefficiencies.
• Provide visibility and coherence across teams where issues cut across functional boundaries.
• Support operational alignment and coordinated responses to shared challenges.

Process Improvement and Operating Model Enhancement:

• Contribute to decision‑making related to strengthening and scaling the operating model.
• Identify operational weaknesses and actively add value to remediation initiatives.
• Support and drive initiatives aimed at improving efficiency, scalability, and client experience.
• Apply structured problem‑solving and continuous improvement principles.

Operations Support Team Leadership:

• Build, lead, and develop a small, central Operations Support team drawn from different operational areas.
• Provide coaching, guidance, and oversight to ensure high‑quality support delivery across the business.
• Enhance overall operational maturity through leadership, mentorship, and capability uplift.

Ongoing Operational Contribution and Knowledge Transfer:

• Continue to play a hands‑on role in day‑to‑day operational activities, despite the senior support mandate.
• Support knowledge transfer, mentoring, and handover of responsibilities within operations.
• Ensure continuity and depth of operational expertise across teams.

Required experience:

• Senior operational leadership experience within asset management / fund administration / fund services required with a demonstrated ability to influence across multiple departments.
• Strong background in fund administration operations, with exposure across multiple operational functions.
• Proven experience resolving complex operational issues and leading remediation efforts.
• Experience contributing to operating‑model design, optimisation, or scale‑enablement initiative.

Required qualifications:

• Relevant tertiary qualification in Finance, Accounting, Operations Management, or a related field.
• Postgraduate qualification or professional designation would be advantageous.

Key competencies:

• Ability to operate across multiple departments.
• Problem‑solving and remediation mindset.
• Accountability and ownership of complex issues.
• Strong internal and client‑centric perspective.
• High self‑confidence, assertiveness, and emotional intelligence.
• Open‑minded, collaborative, multi‑perspective thinker.
• Structured working style with strong attention to detail.