The Manager – Operations Support plays a critical senior role in supporting business growth, improving client experience, and enabling operational scalability. The role provides cross‑departmental operational oversight, serves as a senior escalation point for complex operational issues, and contributes meaningfully today‑to‑day operational decision‑making and technical problem solving. Operating within a business that is preparing for scale, this role brings visibility, structure, and alignment across operational functions while strengthening the robustness of the operating model.

Operational Issue Resolution & Escalation Management:

• Act as a senior escalation point for complex, cross‑departmental operational issues impacting clients and internal teams.
• Become actively involved in the remediation of internal and external client issues across operational areas.
• Support the resolution of day‑to‑day technical queries and operational challenges.
• Ensure issues are resolved in a sustainable manner, addressing root causes rather than symptoms.

 Cross‑Departmental Operational Oversight:

• Operate across all operational departments within PFS
• Maintain a strong understanding of end‑to‑end operational flows to identify systemic risks, shortfalls, and inefficiencies.
• Provide visibility and coherence across teams where issues cut across functional boundaries.
• Support operational alignment and coordinated responses to shared challenges.

 Process Improvement and Operating Model Enhancement:

• Contribute to decision‑making related to strengthening and scaling the operating model.
• Identify operational weaknesses and actively add value to remediation initiatives.
• Support and drive initiatives aimed at improving efficiency, scalability, and client experience.
• Apply structured problem‑solving and continuous improvement principles.

 Operations Support Team Leadership:

• Build, lead, and develop a small, central Operations Support team drawn from different operational areas.
• Provide coaching, guidance, and oversight to ensure high‑quality support delivery across the business.
• Enhance overall operational maturity through leadership, mentorship, and capability uplift.

 Ongoing Operational Contribution and Knowledge Transfer:

• Continue to play a hands‑on role in day‑to‑day operational activities, despite the senior support mandate.
• Support knowledge transfer, mentoring, and handover of responsibilities within operations.
• Ensure continuity and depth of operational expertise across teams.

• Senior operational leadership experience within asset management / fund administration / fund services required with a demonstrated ability to influence across multiple departments.
• Strong background in fund administration operations, with exposure across multiple operational functions.
• Proven experience resolving complex operational issues and leading remediation efforts.
• Experience contributing to operating‑model design, optimisation, or scale‑enablement initiative.

• Relevant tertiary qualification in Finance, Accounting, Operations Management, or a related field.
• Postgraduate qualification or professional designation would be advantageous.

• Ability to operate across multiple departments.
• Problem‑solving and remediation mindset.
• Accountability and ownership of complex issues.
• Strong internal and client‑centric perspective.
• High self‑confidence, assertiveness, and emotional intelligence.
• Open‑minded, collaborative, multi‑perspective thinker.
• Structured working style with strong attention to detail.

This is a key role for PFS as we continue to scale. The role will directly influence operational resilience, client outcomes, and scalability by acting as the connective tissue between teams, resolving high‑impact issues, and strengthening the operating model. The role offers scope for strategic impact while remaining deeply connected to operational execution.