Head of Retail Operations

**Job Advert Summary**:
The Head of Retail Operations is responsible for running the retail investment administration platform. The person will be responsible for delivering the best client and advisor experience through exceptional levels of service and high performing teams. The person is a leader with the ability to operate at both strategic and operational levels.

**Minimum Requirements**:
**Ideal experience**:

- Managing and developing teams.
- At least 5 years LISP administration experience in a Senior Management role.
- MIS and reporting to Executives and various Boards.
- Data Analytics.

**Ideal qualifications**:

- Commerce related tertiary qualification.
- RE1, RE4 and RE5 exam will be an advantage.
- LEAN methodologies.

**Systems knowledge**:

- Proficient in MS Office.
- Experience with implementing AI and RPA technologies.

**Competencies & ideal personality attributes**:

- Highly motivated self-starter
- Relationship building and interpersonal skills.
- Excellent verbal and written communication skills.
- Influencing ability.
- Analytical aptitude.
- Results orientated.
- Passionate, ambitious and energetic.
- Friendly and professional.

**Duties and Responsibilities**:
**Leadership**
- Lead and motivate Team Leaders, Technical Specialists and the broader retail operations team.
- Grow leaders by conducting regular performance appraisals, having Individual Development Plans in place for the team, and implementing value-added developmental activities.
- Develop high performing team culture dedicated to providing a great client experience.
- Live and breathe company values and culture and implement them across the team.
- Set and maintain standards of personal and professional behaviour.
- Instill confidence in Operations team members and others.

**Platform Administration**
- Adherence to and improvement of SLA and quality standards.
- Maintain adherence to processes and procedures and provide recommendations for continuous improvements.
- Ensure adequate controls are in place to prevent service failures, poor quality and non-compliance.
- Correct and timeous rectification of errors.
- Risk mitigation and management.
- Ensure legislative and regulatory compliance.

**Management Operations**
- Identify and analyse trends in the industry to determine its relevance to our environment and how we can take advantage of them.
- Plan and direct changes for staffing where required to achieve the operational and strategic objectives.
- Build and manage relationships with internal and external stakeholders (Business Solutions, Investment Specialists, Administrators, Advisors and Clients)
- Manage the relationship with our outsourced administration providers.
- Maintain quality of data to support business requirements.
- Produce MIS and reporting to executive and management teams that enables the business to determine trends and development areas.
- Ad hoc and project related duties as may be required from time to time.