Operations & Assurance Manager

Role Profile – Operations & Assurance Manager

Purpose of the Role

The Operations & Assurance Manager will provide dedicated leadership to the CP team and strengthen operational assurance across Compliance operations. This role ensures consistent team management, proactive oversight of daily processes, and accurate reporting of key metrics to support governance. It enables the Compliance Manager to focus on strategic priorities, regulatory engagement, and client-facing responsibilities while ensuring robust compliance assurance at an operational level.

Key Responsibilities

• Team Leadership & Management
  • Provide day-to-day leadership of the CP team, ensuring accountability, consistent performance, and staff development.
  • Act as the on-the-ground manager, supporting operational delivery and employee engagement.
• Operational Assurance
  • Monitor daily operations to ensure adherence to compliance standards and internal controls.
  • Identify, escalate, and resolve issues proactively, reducing reliance on reactive remedial actions.
• Data, Reporting & Insights
  • Collate and analyse operational and compliance data to produce accurate monthly reports and presentations.
  • Provide actionable insights to support decision-making and continuous improvement.
• Collaboration with Compliance Manager
  • Support the execution of remedial action plans across the team.
  • Provide assurance updates and contribute to client/regulatory reporting packs.
  • Free capacity for the Compliance Manager by managing operational oversight.

Key Performance Indicators (KPIs)

• Team Performance & Engagement
  • Achievement of team objectives and targets.
  • Improved staff retention and engagement scores.
• Operational Assurance
  • Reduction in repeat errors and operational breaches.
  • Consistent adherence to internal controls and QA pass rates.
• Data & Reporting
  • Timely delivery of monthly reports with accurate, actionable insights.
  • Demonstrated improvement trends in tracked metrics (e.g., error reduction, efficiency).
• Risk Mitigation & Proactivity
  • Number of risks/issues identified and resolved proactively.
  • % reduction in escalated complaints/issues.
• Compliance Manager Support
  • Feedback evidencing capacity released for strategic and regulatory activities.
  • % of remedial actions closed on time.