Job Description

About the Role:

Servaada, a Wipro company is looking for a Head of Investment Administration with previous experience in a leadership role within Investment Administration, Wealth Management, Platform Operations or Financial Services Operations.

The Head of Investment Administration will responsible for the strategic and operational leadership of all investment administration functions, ensuring the effective delivery of client services, regulatory obligations and operational performance.

The role holder will lead multiple operational teams responsible for dealing, reconciliations, banking, corporate actions, asset onboarding and investment servicing activities. They will drive operational excellence, governance, risk management, customer outcomes and continuous improvement while ensuring adherence to FCA regulations, Consumer Duty requirements and CASS obligations.

This role is a critical leadership position within Customer Operations and contributes significantly to the achievement of business objectives, growth plans and service excellence commitments.

Regulatory Position of Role: This role falls within the Senior Managers and Certification Regime (SMCR) as a Certified Function Holder performing a Significant Management function, due to the role holder’s  substantial responsibility for a significant business unit.

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Responsibilities:

Strategic Leadership

• Develop and execute the Investment Administration strategy in alignment with business objectives
• Lead operational transformation and continuous improvement initiatives
• Drive automation, digitisation and process optimisation opportunities
• Contribute to business planning, budgeting and resource forecasting
• Act as a senior stakeholder for operational change programmes and client initiatives

Operational Management

• Provide leadership and oversight across all Investment Administration functions
• Ensure delivery of agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Monitor operational performance and productivity across all teams
• Ensure operational processes remain efficient, scalable and fit for purpose
• Manage escalated operational incidents, customer complaints and service issues

Regulatory and Risk Management

• Ensure compliance with FCA requirements, Consumer Duty and CASS regulations
• Maintain effective operational control frameworks and governance processes
• Oversee risk identification, reporting and mitigation activities
• Ensure timely completion of regulatory reporting and audit requirements
• Lead responses to internal and external audits

Client and Stakeholder Management

• Build and maintain strong relationships with clients, custodians, fund managers and third-party suppliers
• Act as the key escalation point for operational and client matters
• Participate in client governance forums and service review meetings
• Support business development activities and operational due diligence exercises

People Leadership

• Lead and inspire a high-performing management team
• Establish clear performance expectations and accountability
• Develop succession plans and capability frameworks
• Promote colleague engagement, wellbeing and inclusion
• Drive a culture of continuous learning and operational excellence

Financial and Commercial Management

• Manage departmental budgets and operational cost controls
• Identify opportunities to improve efficiency and reduce operational risk
• Support commercial decision-making through management information and operational insights
• Deliver productivity improvements while maintaining service quality

Accountabilities:

• Delivery of operational SLAs and KPIs
• FCA and CASS compliance within Investment Administration
• Operational risk and control effectiveness
• Customer and client service outcomes
• Team performance and engagement
• Audit and regulatory readiness
• Operational efficiency and continuous improvement

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Essential Skills:

• Significant leadership experience within Investment Administration, Wealth Management, Platform Operations or Financial Services Operations
• Strong understanding of investment products, platforms and custody operations
• Extensive experience managing large operational teams
• Strong knowledge of FCA regulations and Consumer Duty requirements
• Strong knowledge of CASS 6 and CASS 7
• Proven experience managing operational risk and control environments
• Demonstrated success leading operational transformation and change initiatives
• Excellent stakeholder management and communication skills
• Strong analytical and decision-making capability

Desirable Skills & Qualifications:

• Investment Operations Certificate (IOC)
• Investment Management Certificate (IMC)
• Chartered Institute for Securities & Investment (CISI) qualifications
• Lean Six Sigma or Continuous Improvement certification
• Experience within outsourced financial services operations

Personal Attributes:

• Operational Excellence - Creates a culture focused on quality, efficiency, customer outcomes and continuous improvement
• Strategic Thinking - Translates business strategy into operational execution and long-term capability development
• Customer Focus - Places customer and client outcomes at the centre of decision-making
• Risk & Governance - Promotes a strong risk culture through effective governance and control
• People Leadership - Inspires, develops and retains high-performing teams
• Collaboration - Builds strong relationships across the business and with external stakeholders

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct
• Must act to deliver good outcomes for retail customers

Join our team as a Head of Investment Administration and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for client servicing, a thorough understanding of investment services, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated team.