Overview:

We’re looking for an Operations Manager to lead our Share Plans Operational teams in our stunning City Centre office in Leeds.  Using your excellent team management skills and knowledge of Share Plans, you will be responsible for managing circa a dozen team members who provide services to our clients and participants of Employee Share Plans. The team is responsible for all aspects of contact maintenance and general administration work for the clients’ records. 

Benefits:

• 26 days annual leave, plus a Wellbeing Day, a Volunteer Day, Bank Holidays and the opportunity to buy up to 5 days extra each year
• Health, wellbeing and lifestyle rewards that can be tailored to support you and your family.  Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; Cycle2Work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme
• Appreciate programme: Employee recognition programme
• Company Pension Scheme
• Life Assurance
• Medical Insurance 
• Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.  This means you’ll need the following skills:
 

• Employee Share Plans experience and awareness
• Customer Service experience 
• Regulated business experience
• Knowledge of the relevant FCA regulations and escalation process 
• Demonstrable experience in a leadership or supervisory role 
• Experience of leading projects through change and implementation of new processes and procedures
• Excellent communication skills and the ability to face off to colleagues within business areas 
• Strong knowledge in Excel, Word & Outlook
• IOC or ICSA qualification or willing to attain qualification within 2 years of role commencement

Desirable

• Experience of overseeing offshore processing

Day to Day responsibilities:
 

People Leadership 

• Lead the team through change, new process implementation and ensuring standards are maintained and controlled;
• Coach and develop team’s performance to develop skills, competency and behaviours to attain required standards of competency.

Operational Management

• Plan, monitor and co-ordinate workflow ensuring work is processed in a timely and efficient manner, taking remedial action where required in order to maintain internal and externally imposed SLAs at all times.
• Ensure the provision and maintenance of high quality Management Information (“MI”) to identify key trends and issues. 
• Ensure regular review of all KPI and KRI metrics.   
• Carry out root cause analysis on errors, complaints and incident reports, with a view to reducing risk, improving processes and the customer experience

Governance & Risk

• Ensure full compliance with internal/external procedures and FCA CASS rules. 
• Identify key risks and propose mitigation steps to manage those risks;
• Ensure key controls are completed within agreed timeframes and that any issues highlighted are addressed and followed through to resolution;

About Link Group / Corporate Markets:
Link Group works in partnership internationally with almost 7,000 clients including asset managers and investors, business managers, asset owners, trustees, issuers and borrowers.  We provide the infrastructure through which assets are secured or deployed in both regulated and unregulated markets.
We offer industry-leading shareholder services through Link Market Services to a wide range of corporates, issuers and business managers. We are the largest UK share registrar providing services to more than 1,300 companies large and small across the UK.
We administer share plans for over 200 clients and have worked on more than 50% of UK IPOs since 2005. Our unique place in the market, combined with our partnership and relationship management approach, enables us to play a vital role in connecting issuers with 5 million shareholders around the world.