Head of Client Operations (IMAM)

Job title: Head of Client Operations
Reporting to: IMAML Chief Executive Officer
Date of Issue: August 2026

Role Objective

The Head of Client Operations will be responsible for managing the day-to-day operations of our wealth management business, with a focus on operational efficiency, regulatory compliance, and exceptional service delivery. This role demands strategic insight, effective leadership, and strong people management skills. A background in the wealth management sector would be beneficial. The role also includes overseeing the smooth running of our Sheffield office to ensure consistent and high-quality service provision.

Key Responsibilities

• Operational Oversight: Lead and optimise daily operations to ensure seamless and efficient client delivery, including investment administration, client servicing, and paraplanning-all in alignment with FCA standards and service level agreements.
• Compliance Management: Ensure all operational activities adhere to applicable regulatory requirements and internal governance frameworks.
• Office Management: Collaborate with cross-functional teams to ensure the effective management and smooth operation of the Sheffield office.
• Process Improvement: Identify and implement process improvements to enhance operational efficiency and client satisfaction.
• Performance Management: Drive team performance by ensuring delivery against agreed KPIs, maintaining accountability and high standards.
• Change Leadership: Work closely with stakeholders across IMAML and the wider Shackleton group to ensure the successful changes to process, technology and proposition are embedded.
• Risk Oversight: Proactively identify and mitigate operational risks by maintaining strong control frameworks and ensuring accurate reporting to relevant governance committees.
• Client Experience: Collaborate with client-facing teams to ensure high standards of service delivery and client satisfaction.
• Consumer Duty:
  - Ensure that the KPI's supporting Consumer Duty are embedded in the business through regular reporting and action
  - Take the lead in drafting and coordinating the annual Consumer Duty report in collaboration with the IMAML Executive team

Leadership

• Provide direction and mentorship to relevant teams, fostering a strong focus on delivering outstanding client service.
• Operate as a senior leader with responsibility for both people management and broader business performance.
• Consistently role model positive leadership behaviours, embedding a Shackleton mindset and culture in IMAML and across the broader Group.

This Job Description may be reviewed and subsequently amended to better reflect any changes required in the role.

Person Specification

Knowledge and experience

• Good understanding of UK Wealth Management.
• Strong leadership experience within Financial Services, including managing client services teams and developing high-performing staff.
• Ability to manage the needs of significant and demanding internal clients.
• Good knowledge of financial planning processes and/or investment administration.
• Thorough understanding of FCA requirements and ability to ensure regulatory compliance through appropriate policies.
• Experienced in maintaining and improving operational processes, ensuring consistency and alignment with industry standards.
• Collaborative approach to working with stakeholders to review and enhance templates, procedures, and guidelines.

Personal skills

• Excellent communication and interpersonal skills, both written and verbal.
• Able to lead and engage effectively with colleagues at all levels.
• Change champion with a growth mindset.
• Strong problem-solving and decision-making abilities.
• Resilient and adaptable in fast-paced, regulated environments.
• Skilled at building trust and credibility with internal and external stakeholders.
• Proactive in identifying opportunities for improvement and driving positive change.
• High attention to detail and commitment to quality standards.