Operations Manager (LISP & Retail Investments) at Sygnia Asset Management

The Role:

• The Operations Manager is responsible for leading and optimising end-to-end operational functions within the LISP and Retail Investments environment. This role oversees multiple operational teams through Team Leaders, ensuring efficient execution of client/advisor servicing, transaction processing, compliance, and service delivery aligned to regulatory and business objectives. The role requires strong leadership, regulatory expertise, and operational excellence to support scale, risk management, and superior client experience.

The duties and responsibilities of this position include (but are not limited to):

Operational Leadership & Strategy

• Drive operational strategy aligned with business goals and growth targets
• Lead, mentor, and develop Team Leaders to ensure high performance and succession planning
• Establish a culture of accountability, continuous improvement, and client-centricity
• Translate strategic objectives into operational plans and measurable outcomes

Team Management & Capability Building

• Manage performance of 3 Team Leaders overseeing ±48 administrators
• Implement structured performance management frameworks (KPIs, SLAs, KRAs)
• Coach leaders on people management, productivity, and engagement
• Identifying training needs and management thereof.
• Drive workforce planning, capacity modelling, and resource optimisation
• Lead employee engagement and retention initiatives

Operations Oversight (LISP & Retail Investments)

Oversee end-to-end processes, including:

• Investment onboarding (KYC, FICA, AML compliance)
• Trade processing (unit trusts, LISPs, switches, redemptions)
• Client / Advisor servicing and query resolution
• Coordinate cross-functional activities to ensure end-to-end service delivery
• Evaluate quality standards from multiple sources and develop action plans to address process gaps, mitigate risks, and enhance the client/advisor experience.
• Overall platform administration and monthly & adhoc reporting
   

Ensure:

• SLA adherence and turnaround times
• High levels of accuracy and quality control
• Process standardisation and documentation

Regulatory & Risk Management

• Ensure compliance with relevant regulations (e.g., FAIS, FICA, POPIA, AML)
• Implement and monitor internal controls and risk mitigation frameworks
• Manage audit processes (internal and external) and address findings
• Ensure adherence to Treating Customers Fairly (TCF) principles
• Maintain operational risk registers and incident management processes
• Maintain Business Continuity Processes

Process Optimisation & Continuous Improvement

• Identify inefficiencies and implement process improvements
• Drive automation and digitisation initiatives
• Use Six Sigma principles where applicable (Focuses on Speed and efficiency, focuses on quality and accuracy, eliminates waste, reduces variation, improves flow, Uses data/statistics)
• Monitor operational metrics and implement data-driven improvements

Stakeholder Management

• Engage and build healthy relationships with internal stakeholders (Distribution, Compliance, IT, Finance)
• Collaborate with third party providers and platform partners
• Provide operational input into new product launches and system enhancements
• Present operational performance to senior leadership

Financial & Performance Management

• Manage departmental budget and cost efficiencies/cost reduction
• Track productivity, cost-per-transaction, and operational KPIs
• Drive efficiency improvements while maintaining high service quality

Qualifications and Experience:

• Bachelor’s degree in finance, Business Administration, or related field
• Postgraduate qualification (advantageous)
• 8–12+ years in investment operations within LISP & Retail/platform environments
• 5+ years in a leadership role managing managers and team leaders
• Strong understanding of retail investment products (unit trusts, retirement products, discretionary investments)
• Proven experience managing large operational teams (40+ staff)
• Experience with regulatory frameworks in financial services Demonstrated ability to work independently and manage competing priorities effectively.

Core Competencies:

• Deep knowledge of LISP & Retail platforms and investment administration systems
• Strong understanding of:
• Trade lifecycle
• Fund pricing and valuations
• Reconciliations and cash management
• Data analysis and reporting (Excel, BI tools advantageous)
• Process improvement methodologies