Manager, Customer Operations
•Outreach· 22h
⚙️ Operations⏰ Full-time🎯 Lead / Principal💰 $110k-140k🇺🇸 USA
22h ago
Seccl·15 days ago
Location: Edinburgh - Hybrid with two days a week in our George Street office.
Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well.
We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.
We’re also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.
Check out the Seccl website for the latest on our products and our mission to shape the future of investments.
We're looking for an experienced Operations delivery lead to join our tax wrapper operations team at an exciting stage of growth.
This role will lead the operational delivery of Seccl's SIPP and ISA products. You'll be responsible for building the operational structure, processes and controls required to support a growing tax wrappers operation, ensuring we can scale efficiently whilst continuing to deliver excellent customer outcomes. A key part of the role will be designing and embedding scalable operational processes that align with the specific regulatory and legislative requirements of pensions and tax wrappers, ensuring robust controls are built into the operating model from the outset.
Reporting to the Head of payments & reporting, you'll lead a specialist team focused on pensions and tax wrappers. Partnering closely with product, engineering, technical services, you’ll have genuine scope to own, redesign and implement new ways of working to deliver operational excellence. This is a hands-on leadership role for someone who enjoys solving complex operational challenges, building high-performing teams and creating scalable processes from the ground up.
Owning end-to-end performance of SIPP and ISA operations tax wrappers team
Leading, coaching and developing a growing team of operations specialists, building a culture of ownership and client-first delivery.
Ensuring delivery of operational SLAs, SLOs and customer outcomes across all SIPP and ISA processes
Building workforce planning, capacity forecasting and resource models to support volume growth
Driving operational readiness for new client onboarding and product launches
Acting as escalation point for incidents, coordinating response, communications, root cause analysis and lasting fixes.
Supporting regulatory reporting activities and ensure appropriate operational oversight
Partnering with Product/Engineering to improve workflows, automate where possible, enhance controls and reduce operational risk at scale.
Creating a culture of continuous improvement, accountability and operational excellence
You have significant operational leadership experience within pensions, platforms, wealth management or fintechs
You have strong SIPP operational expertise with a deep understanding of pension administration processes
You have experience leading and developing operational teams through periods of growth and change
You have demonstrable experience designing scalable operational processes and operating models
You have strong understanding of how the regulatory environment shapes pension and investment operations, including Consumer Duty, CASS, pension and ISA-specific regulatory obligations.
You thrive in complexity and exceptions: calm, decisive, and client-focused when issues arise.
You have a track record of delivering improvements by partnering with Product/Engineering/Risk to strengthen controls and enable scale.
You have a data-driven mindset with experience using MI and operational metrics to drive decisions
You communicate confidently and influence stakeholders across teams and external partners.
You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression
You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet
You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen
You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty
The team has clear priorities, strong standards and the confidence to manage SIPP and ISA operations well each day.
Excellent customer service is provided to all of our client firms across all SIPP and ISA processes
Controls are well understood, well evidenced and continually improved as Seccl grows.
Operational processes become simpler, safer and more scalable.
The team feels supported, challenged and proud of the service it delivers to our customer firms and their end investors.
We offer a generous mix of benefits for the things that really matter to our people, including:
💰 A salary between £50,000 and £70,000 – dependant on experience + reviewed annually
🌴 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave
💙 Two volunteering days per year
🌎 Option to work abroad for up to six weeks a year
🌟 Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget
🏅 Length of service award – one month paid sabbatical at eight years
✅ 6% employer pension contribution, and life assurance
🏥 Private medical insurance with AXA Health
👪 Enhanced Parental leave
💻 MacBook and up to £500 home office set up budget
📖 £750 per person learning budget
🌻 Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
🌱 Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy
🎁 Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
🚲 Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing
We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.
Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team.
Interview process
Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team):
First stage – 45 mins competencies-based interview with two of our operations leads
Second stage – one-hour technical interview or assessment with the hiring manager
Final stage – 45 mins bar-raiser culture-based interview
⏳ We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying.
🌈 Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!