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.