Operations Manager, Fund Services

RESPONSIBILITIES

Service delivery and registry operations

• Own daily registry delivery across investor onboarding, applications, redemptions, transfers, switches, distributions, unit-holder maintenance, communications and periodic processing.
• Ensure transaction cut-offs, authorizations, cash and unit reconciliations, exception handling and client-specific service levels are met with complete evidence and clear ownership.
• Maintain effective capacity planning for business-as-usual demand, fund launches, distributions, tax cycles, corporate actions and other peak events.
• Provide accurate, timely operational reporting and proactively manage aged items, incidents, complaints and client-impacting exceptions.

Risk, controls and regulatory execution

• Operate a documented first-line control framework covering maker-checker controls, reconciliations, access, segregation of duties, data quality, record keeping and quality assurance.
• Partner with Risk and Compliance to implement applicable obligations, including AML/CTF and customer due diligence, sanctions screening, privacy, complaints, FATCA/CRS and financial-services requirements.
• Maintain current procedures, risk and control assessments, issue registers and audit evidence; ensure incidents are assessed, escalated, investigated and remediated to agreed timeframes.
• Embed operational-resilience practices, including business continuity exercises, critical-process mapping, tolerance awareness, dependency management and service-provider oversight relevant to client obligations.

Client and stakeholder leadership

• Act as the senior operational contact for service reviews, escalations, due diligence, audits, transitions and change initiatives.
• Translate client needs into clear operating requirements and provide transparent status, root-cause analysis, remediation plans and risk-based recommendations.
• Build trusted relationships while balancing investor outcomes, contractual commitments, operational risk and commercial sustainability.
• Support new-business due diligence, solution design, onboarding and fund migrations with realistic effort, control and readiness assessments.

People leadership and workforce capability

• Lead, coach and hold Team Leaders accountable for service, risk, quality, productivity, conduct and employee experience.
• Set measurable objectives, conduct regular performance and development conversations, and maintain succession and critical-skill plans.
• Build a cross-skilled workforce with clear role coverage, training accreditation, procedure competency and resilience during planned and unplanned absences.
• Foster psychological safety, respectful challenge, inclusive decision-making and a practical culture of ownership and continuous improvement.

Data, technology and continuous improvement

• Use operational data to identify failure demand, bottlenecks, control weaknesses, service trends and automation opportunities.
• Own a prioritised improvement roadmap and deliver measurable benefits in turnaround time, straight-through processing, accuracy, control effectiveness and employee effort.
• Partner with Technology on requirements, testing, release readiness and post-implementation assurance; ensure automation has appropriate controls, monitoring and fallback procedures.
• Promote secure handling of investor information and disciplined adoption of digital tools, workflow, analytics and AI in line with approved governance.

Commercial and governance discipline

• Manage the operational cost base, resourcing assumptions, overtime and vendor performance within delegated authority.
• Contribute to governance forums with concise insights on performance, risk, demand, capacity, change and emerging issues.
• Identify scope variation and inefficient client practices, and partner with relationship owners on sustainable solutions.
• Ensure decisions, approvals and exceptions are documented and can withstand client, audit and regulatory scrutiny.

QUALIFICATIONS

• Substantial operations leadership experience in share registry, transfer agency, fund administration, custody, superannuation administration or a comparable regulated financial-services environment.
• Demonstrated knowledge of unlisted fund transaction lifecycles, investor records, cash and unit reconciliations, distributions and client service delivery.
• Practical experience with operational risk, incident and breach processes, audit readiness, AML/CTF and customer due diligence, privacy and data controls.
• Proven ability to lead through change, build Team Leader capability and improve performance using data, lean methods, workflow and automation.
• Relevant tertiary qualification or equivalent industry experience. Registry, managed-investment, risk, compliance or process-improvement credentials are advantageous.
• Willing to work under Australia working hours and follow Australia public holidays.