Operations Manager at Moneyfarm in London

Job description

We are a rapidly growing pan-European digital wealth manager, serving over 170,000 active investors with over £7.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London. With a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz. Our vision Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time. Our Core Values: We’ve built our business on three Principles: Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else. Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact. Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream What this means in practice: At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact. Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work. Key Responsibilities Lead, coach and support the UK Operations teams (Core, Transfers and Support) on a day-to-day basis, setting clear objectives, providing regular feedback and fostering a collaborative, high-performing culture. Directly line manage UK Core, which has no separate team leader. Ensure the operations teams for all Group businesses in the UK meet the Group’s objectives. Oversee operational activities including, but not limited to: KYC and AML checks Account activation management Account closure management ISA transfer management Pension transfer management Client invoice calculation Day-to-day management of client cash inflows/outflows Asset transfer process Regulatory and client reporting Define new processes and continuously challenge and optimise existing ones, questioning the “AS IS” to drive greater efficiency, quality and scalability Ensure operating procedures are reviewed, kept up to date and documented to the agreed standard. Build and maintain strong working relationships with internal stakeholders (Compliance, CASS, Product, Customer Service, Italy Operations) and external parties (custodian, providers, partners, regulators and auditors), acting as a primary point of contact to ensure transparent, timely, and aligned communication. Drive a strong client-first culture across the UK market, ensuring a high-standard, seamless experience across all customer touchpoints. Own and improve visibility of UK Operations performance, using live dashboards and other channels to show in real time how effectively the teams are performing and the challenges they face, including KPIs and internal and external SLAs. Drive strategic collaboration with the UK CRM and Customer Service teams to streamline customer journeys, eliminate operational friction points, and consistently deliver a best-in-class service experience. Define and agree SLAs with bus