Senior Manager Client Platforms

Introduction About the role We're looking for a strategic and people-focused Senior Manager Client Platforms to lead the ongoing development, optimisation, and performance of our client-facing technology platforms. Reporting to the GM Digital Technology, this role is responsible for shaping the direction and governance of our SaaS platform ecosystem, with a primary focus on Salesforce. Leading a team of platform specialists across analysis, development, quality assurance, and reporting, the role plays a key part in ensuring our platforms are scalable, secure, and aligned with business and client needs. This is an opportunity to influence platform strategy, drive continuous improvement, and lead a high-performing team that supports the delivery of exceptional client experiences. Key Responsibilities: Platform Strategy & Capability Development • Define and execute the strategic roadmap for Client Platform capabilities, ensuring alignment with business priorities and client experience objectives. • Drive the development, optimisation, and ongoing performance of SaaS platforms, with a particular focus on Salesforce and associated platform capabilities. • Evaluate current platform architecture and capabilities, identifying opportunities to improve scalability, resilience, security, and operational efficiency. • Ensure platform investments and initiatives deliver measurable business value and enhance customer outcomes. Platform Governance & Delivery • Establish and maintain governance frameworks that support platform stability, compliance, security, and sustainable growth. • Lead platform prioritisation activities, balancing business demand, technical debt, risk management, and strategic enhancement initiatives. • Oversee the successful delivery of platform enhancements, releases, integrations, and continuous improvement initiatives. • Provide oversight of platform performance, service levels, and operational health to ensure a reliable and effective user experience. Leadership & Stakeholder Management • Lead and develop a multidisciplinary team comprising analysts, developers, QA specialists, and reporting professionals. • Provide clear strategic direction, prioritisation, and decision-making support across the Client Platforms function. • Build strong relationships across Digital Technology, client-facing business teams, and key stakeholders to align platform delivery with organisational objectives. • Foster a culture of innovation, accountability, collaboration, and continuous improvement. Skills & Experience: Experience • 5+ years' experience in platform ownership, digital delivery, business analysis, or related technology roles. • Proven experience working with CRM platforms (Salesforce) and cross-functional technical teams. • Experience delivering complex projects and platform initiatives across multiple stakeholders. • Exposure to financial services, advice platforms, or financial technology environments is advantageous. Technical Knowledge • Strong knowledge of CRM platforms, ideally Salesforce, including platform configuration, data structures, and user experience design. • Experience managing platform lifecycles, including enhancements, integrations, testing, and continuous improvement. • Ability to translate business requirements into scalable platform solutions while balancing technical feasibility and business priorities. • Experience using data, reporting, and performance insights to inform platform decisions and outcomes. Leadership Capability • Strong project and delivery leadership skills, with experience working in Agile or hybrid environments. • Proven ability to lead cross-functional initiatives, manage technical backlogs, and coordinate vendor delivery across competing priorities. • Excellent stakeholder management, communication, and facilitation skills across technical and non-technical audiences. • Collaborative leadership style with a strong focus on client outcomes, relationship management, and delivering organisational value. About the role We're seeking an experienced Head of Investment Operations to lead the delivery of middle office operations, investment reporting, investment compliance, and fund operations across all investment portfolios. Leading a high-performing team, this role is responsible for ensuring investment operations run efficiently and effectively, with a focus on service delivery, operational controls, regulatory compliance, and continuous improvement. Working closely with teams across Investments, Finance, Risk, Technology, and Client Services, the Head of Investment Operations plays a key role in supporting day-to-day investment activities, maintaining robust operational processes, and driving enhancements across the function. This is an excellent opportunity for an experienced operational leader with deep investment operations expertise to strengthen capability, improve processes, and lead a critical function within a complex and evolving investment environment. Key Responsibilities: Leadership & Stakeholder Management • Lead and develop a high-performing Investment Operations team, building capability and driving a culture of operational excellence and continuous improvement. • Partner closely with Investments, Risk, Finance, Technology, Product and Client teams to support business objectives and operational outcomes. Investment Operations & Service Delivery • Oversee end-to-end investment operations, including trade lifecycle management, corporate actions, cash management, fund accounting, valuation and unit pricing oversight. • Monitor operational performance, service levels and operational controls to ensure efficient, accurate and resilient delivery. Risk, Governance & Provider Oversight • Maintain a robust control environment, ensuring compliance with regulatory, governance and risk management requirements. • Lead operational incident management, audit support and remediation activities. • Manage key outsourced providers, including custody, fund administration and investment accounting partners, ensuring strong performance and control outcomes. Transformation & Continuous Improvement • Drive process simplification, automation and operational improvements to enhance efficiency and scalability. • Support strategic initiatives including investment data, operating model enhancements, platform transformation, fund launches and system changes. • Contribute to the ongoing evolution of Fisher Funds' investment operating model. Skills & Experience: Experience • 10+ years’ experience in investment operations, fund administration, custody, asset management or wealth management environments. • Experience leading investment operations and/or middle-office teams. • Proven experience managing outsourced service providers and complex stakeholder relationships. • Experience leading operational change, transformation and process improvement initiatives. • Experience working within a regulated financial services environment. Technical Knowledge • Strong understanding of the trade lifecycle, including settlements, reconciliations, corporate actions and cash management. • Sound knowledge of fund accounting, NAV oversight, valuation, unit pricing and investment data management. • Strong understanding of operational risk, control frameworks, governance practices and regulatory obligations. • Knowledge of custody and investment administration operating models. • Experience with Bloomberg AIM is advantageous. Leadership Capability • Proven people leadership experience, with a track record of building capability and developing high-performing teams. • Strong stakeholder management skills, with the ability to influence across all levels of the organisation and manage key external providers. • Calm under pressure, with experience managing operational incidents and complex issues. • Commercially minded,