Head of Investment Operations (Back Office, AI Transformation)

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is everything the modern investor should need — simple, transparent, and built for long-term investing. With over £2 billion invested and a growing customer base, we are scaling a platform designed for automation, efficiency and customer value.

We believe the future of investment operations is AI-powered, system-led and radically lean — not manual, fragmented or spreadsheet-driven.

About the Role

This is not a traditional Head of Operations role.

You will act as the second-in-command to the Operations Director, owning execution, people leadership and the transformation of our back-office operating model.

You will run a regulator-credible operational engine while redesigning it from first principles — removing manual work, eliminating workaround processes and building an AI-enabled back office.

This role requires someone who is motivated to build the future of operations, not optimise legacy processes.

Role Purpose

To run and evolve a high-performing, regulator-credible back-office operation that delivers clean execution, strong controls and scalable processes — while designing and delivering an AI-enabled operating model that removes manual work, reduces risk and improves consistency.

What You’ll Do

Own operational execution & control

• Own day-to-day performance of core investment operations
• Be accountable for outcomes across:
  • CASS reconciliations
  • Payments (inbound, outbound, exceptions, controls)
  • Trading lifecycle, settlement and failed trade resolution
  • Corporate actions processing
• Ensure operations run accurately, consistently and without drift
• Act as escalation point for operational incidents, driving resolution to root cause

Lead AI-driven transformation of operations

• Identify and eliminate manual processes, workarounds and spreadsheet-driven controls
• Redesign core workflows using AI and proprietary systems, not patchwork tooling
• Partner with Product and Engineering to build an AI-powered back office
• Replace repetitive human tasks with automated decisioning, monitoring and exception handling
• Deliver measurable outcomes, including replacement of critical workflows and removal of manual steps

Design scalable, system-led processes

• Design end-to-end processes with clear ownership, controls and failure modes
• Remove unnecessary complexity and redundant controls
• Ensure processes are scalable, testable and resilient
• Focus on root-cause fixes, not temporary mitigations
• Ensure all critical processes are clearly owned and documented

Lead and develop high-performing teams

• Lead, develop and retain strong operational teams
• Set clear expectations and hold people to high standards
• Actively manage performance, including addressing underperformance decisively
• Build a strong talent pipeline and succession coverage for key roles
• Create a culture of ownership, curiosity and continuous improvement

Own operational risk and regulatory alignment

• Ensure operations align with FCA expectations (including CASS, SYSC and Consumer Duty)
• Act as a strong first-line owner of operational risk
• Produce clear, decision-useful MI for leadership and governance forums
• Be able to explain, defend and evidence how operations are controlled

Intellectual Curiosity & Standards

You will:

• Constantly ask why to understand root causes and system behaviour
• Challenge anything that does not look right, even if it meets policy
• Refuse to accept “that’s how we’ve always done it”
• Pursue issues to full resolution with persistence and ownership
• Be uncomfortable with ambiguity, weak logic and unexplained variance

What We’re Looking For

Essential experience

• Senior operational leadership experience in a fintech or digital investment platform
• Strong understanding of investment back-office operations, including:
  • CASS reconciliations
  • Payments
  • Trading, settlement and corporate actions
• Proven experience designing and improving end-to-end operational processes
• Experience working in environments with proprietary or internally built systems
• Strong track record of leading and developing high-performing teams

AI & technology mindset

• Demonstrated experience using technology to replace, not just improve, operational processes
• Clear frustration with manual, spreadsheet-driven or workaround-heavy environments
• Evidence of exploring and applying new technologies (including AI) proactively
• Strong point of view on what an AI-enabled operations function should look like

How We Work

We are a lean, high-standards team that values ownership, clarity and accountability. We prioritise outcomes over activity, systems over manual effort, and root-cause thinking over quick fixes.

What We Offer

• Impact from day one — You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business.
• Room to grow — As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction.
• Transparent and open culture — We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business.
• Supportive, high-calibre team — Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge.
• Remote first and flexible — Work in the way that best suits you. We focus on results, not rigid hours, and trust you to manage your time effectively.

Our Hiring Process

1. Introductory call with our Talent team
2. Gamified cognitive assessment to understand how you think and problem-solve
3. Competency interview focused on your experience in operational risk and controls
4. Senior leadership interview to explore alignment with our culture, values, and strategic direction

Department: Operations / CX
Role: Operations Manager
Locations: London
Remote status: Hybrid

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is an award‑winning, industry‑leading investment platform that champions the use of exchange‑traded funds (ETFs).

We are a team of industry experts with a passion for building great investment products. A powerful investment solution, we think everyone could benefit from using ETFs as a part of their financial strategy.

Founded in 2016
Co-workers: 150