Head of Operations

Role Purpose

Own the day-to-day running of Shore Financial while translating and executing the CEO's strategy across the business. Ensure regulatory compliance (ACL), scale high-performing divisions (Mortgage Broking, Asset Finance, Financial Planning, Commercial Syndication, Mortgage Management), deliver core projects (Tech and M&A), and maintain strong partner, client, and people outcomes.

Key Responsibilities

Strategy & Leadership

· Translate the MD's strategic direction into clear roadmaps, OKRs, budgets, and delivery plans.

· Run the weekly/ monthly operating rhythm: performance reviews, pipeline, risks, and cross-functional priorities.

· Chair decision forums; drive accountability and unblock execution.

Business Operations (Day-to-Day)

· Oversee end-to-end operations, workflow capacity, SLAs, and quality.

· Manage the offshore Centralised Processing (BOP) team: resourcing, OKRs, workflows, training, overflow protocols, and leave coverage.

· Own complaints handling and resolution timelines.

Regulatory, Risk & Compliance (ACL)

· Ensure ongoing compliance with ACL licensing obligations, policies, and audit requirements.

· Maintain registers (complaints, incidents, breaches)

· Maintain internal policies & procedures

· Liaise with external auditors and regulators

Divisional Ownership

· Asset Finance: growth plan, marketing strategy, settlement velocity, and retention.

· Financial Planning: coordination with the AFSL/AR framework, recruitment, growth plan, marketing strategy and client retention.

· Commercial Syndication (Shore Invest): investor's point of contact, AFSL licensing obligations, investor comms cadence, marketing campaigns and liaising with partners.

· Mortgage Management: portfolio growth, marketing strategy, product/pricing changes, and partner relationship management.

Technology & Change

· Lead the Tech Project: roadmap, vendor management, integrations, data quality, testing, go-lives, and adoption.

· Own change management: comms, training, metrics, and benefits realisation.

· Manage R&D Claims & Grants

M&A

· Own deal budgets & financials: build models, track variance with Finance, and report impacts.

· Lead due diligence: coordinate cross-functional DD, consolidate risks/findings, and recommend go/no-go.

· Partner with target leadership: set governance cadence and align workstreams with their management teams.

· End-to-end delivery: manage the project from term sheet through integration, including transition plans and change management (comms, training, adoption).

Finance & Commercials

· Oversee the Accounts team's monthly cadence (payables, receivables, month-end).

· Run budget and expense reviews; provide variance commentary to the CEO and external CFO.

· Approve supplier invoices and expenditure within delegations.

· Approve payroll/salaries (incl. changes/bonuses) and coordinate timing with Accounts.

Partners & Stakeholders

· Manage lender/aggregator, legal, compliance, technology, and marketing partners; set SLAs and review performance.

· Be the escalation point for key external relationships.

Brand, Marketing & Training

· Oversee marketing strategy and campaign calendar; align with business targets and partner requirements.

· Own training modules and rollout (incl. Shore Learn): induction, role curricula, compliance refreshers, and capability uplift.

Skills & Experience

· 5+ years in financial services operations/strategy, preferably mortgages/asset finance/wealth.

· Proven ability to juggle multiple, conflicting priorities and remain calm under pressure while meeting deadlines.

· Strong program/project management across concurrent initiatives (tech, M&A, compliance), using structured plans, project management tools, and clear reporting.

· People leadership across onshore/offshore teams; sets SLAs, ensures clear processes & procedures and drives accountability.

· Excellent stakeholder management and executive-level communication; confident with partners, vendors, and regulators.

· Solid ACL compliance literacy and risk mindset; embeds policy/procedure and audit readiness.

· Comfortable overseeing budgets/expenses and approvals (invoices, payroll/salaries) in partnership with the Accounts team.

· Tools: CRM/lender portals, workflow systems, and project/BI tools (e.g., Monday/Jira, Sheets/Excel, dashboards).

Qualifications (nice-to-have)

· Bachelor's in Business/Finance/Commerce (or similar).