Job Description

• Hybrid role
• Bonus
• Good autonomy afforded

My client is a Licensed Corporate Service Provider in Gzira, Malta.They are seeking a full-time experienced operations professional to join a fast-growing team as Senior Operations Manager in the operations department. This post provides the candidate with the opportunity to work with and report directly to the head of department and the management team, assist in managing and leading the operations team, and be one of the main points of contact for operational matters.The candidate shall be responsible for planning, directing and coordinating the firm's operational activities to ensure efficient, compliant, and consistent delivery of services. The senior manager will support the Head of Operations in developing and implementing operational policies, process improvements, vendor and facilities management, and cross-functional project delivery.This role requires a detail-oriented, hands-on, analytical, and experienced professional with a deep understanding of operations, processes and internal controls, compliance requirements, and very importantly passionate about timely delivery and ensuring a positive client experience.If you are eager to step into a key role within a rapidly growing company where your career development will be ensured, and your experience will be valued, this is a great opportunity for you to have great impact during an exciting time for this company.Key Duties and Responsibilities

• Develop, document, implement and continuously improve operational procedures, service delivery workflows and quality controls consistent with the firm's strategic objectives.
• Ensure standard operating procedures (SOPs) are maintained, version-controlled and accessible; lead periodic reviews and updates.
• Implement initiatives to increase efficiency, reduce risk and enhance client service.
• Monitor and report on KPIs, prepare monthly/quarterly reports and propose corrective actions.
• Achieve all the above by optimising use of the Practice Management System adopted and implemented by the company.
• Lead cross-departmental projects from initiation through delivery, ensuring scope, timeline, budget and quality objectives are met.
• Plan resource allocation and co-ordinate internal stakeholders to support project delivery.
• Apply recognised project management methodologies and produce required governance documentation.
• Ensure operational activities comply with applicable Maltese and EU laws and regulations and internal policies, including AML/CFT, data protection (GDPR), and professional conduct standards.
• Collaborate with AMLRO/CO and maintain and update required registers and other related information/documents.
• Support internal and external audits and implement remedial actions arising from audit findings.
• Support the Head of Operations in staff planning, onboarding, performance management, and professional development for operational team members.
• Foster a collaborative, accountable and customer-service oriented culture across departments.
• Act as a primary internal liaison between operational functions (legal, tax, corporate, compliance, accounting, IT) and external suppliers
• Manage key client relationships, contracts and service level agreements; conduct regular reviews.
• Oversee office facilities, leases, health & safety compliance and business continuity arrangements.
• Work closely with the IT function to ensure operational systems (document management, PMS/Scoro, other IT systems) perform reliably and meet business requirements.
• Help prepare and manage operational budgets; monitor costs and identify efficiencies.
• Ensure timely and accurate operational reporting to senior management.
• Promote consistent client onboarding, processes and procedures; ensure documentation and file retention meet professional and regulatory standards.
• Investigate and resolve operational or client service issues escalated by client-facing co leagues.

Educational Background

• Masters/Bachelor's degree in Business Administration, Management, Law or a related field.
• A commitment to continuous learning, staying updated on industry trends and regulatory changes.

Professional Experience

• Minimum5years' experience in an operations, practice management and/or project management role within a professional services firm (law, corporate services, accounting) or a regulated industry.
• Proven track record of implementing operational improvements, managing budgets and delivering cross-functional projects and managing a team of people.
• Experience working with or within regulated environments (AML/CFT, GDPR) is essential.
• Familiarity with practice management systems, CRM, document management, Microsoft 365 and cloud collaboration platforms.
• Knowledge of Maltese corporate and regulatory landscape is advantageous.

Competencies & Personal Attributes

• Exceptional organisational, analytical and problem-solving skills.
• Strong leadership capability with experience motivating and developing teams.
• Meticulous attention to detail and a demonstrable commitment to quality and compliance.
• Highly proficient in spoken and written English, any additional languages would be advantageous.
• High levels of integrity, discretion, and professionalism when handling confidential client and company information.
• Ability to prioritise, multi-task and work under pressure to meet deadlines.
• Client-centric mindset combined with commercial awareness.

Compensation

• An attractive financial package is being offered, which is competitive and commensurate with experience.
• An annual structured performance review is carried out and subject to discretionary salary review and performance bonus.
• The Company prides itself to be an equal opportunity employer
• They invest heavily in training and take pride in seeing our own employees progress their careers

in the operations department. This post provides the candidate with the opportunity to work with and report directly to the head of department and the management team, assist in managing and leading the operations team, and be one of the main points of contact for operational matters.The candidate shall be responsible for planning, directing and coordinating the firm's operational activities to ensure efficient, compliant, and consistent delivery of services. The senior manager will support the Head of Operations in developing and implementing operational policies, process improvements, vendor and facilities management, and cross-functional project delivery.This role requires a detail-oriented, hands-on, analytical, and experienced professional with a deep understanding of operations, processes and internal controls, compliance requirements, and very importantly passionate about timely delivery and ensuring a positive client experience.If you are eager to step into a key role within a rapidly growing company where your career development will be ensured, and your experience will be valued, this is a great opportunity for you to have great impact during an exciting time for this company.Key Duties and Responsibilities

• Develop, document, implement and continuously improve operational procedures, service delivery workflows and quality controls consistent with the firm's strategic objectives.
• Ensure standard operating procedures (SOPs) are maintained, version-controlled and accessible; lead periodic reviews and updates.
• Implement initiatives to increase efficiency, reduce risk and enhance client service.
• Monitor and report on KPIs, prepare monthly/quarterly reports and propose corrective actions.
• Achieve all the above by optimising use of the Practice Management System adopted and implemented by the company.
• Lead cross-departmental projects from initiation through delivery, ensuring scope, timeline, budget and quality objectives are met.
• Plan resource allocation and co-ordinate internal stakeholders to support project delivery.
• Apply recognised project management methodologies and produce required governance documentation.
• Ensure operational activities comply with applicable Maltese and EU laws and regulations and internal policies, including AML/CFT, data protection (GDPR), and professional conduct standards.
• Collaborate with AMLRO/CO and maintain and update required registers and other related information/documents.
• Support internal and external audits and implement remedial actions arising from audit findings.
• Support the Head of Operations in staff planning, onboarding, performance management, and professional development for operational team members.
• Foster a collaborative, accountable and customer-service oriented culture across departments.
• Act as a primary internal liaison between operational functions (legal, tax, corporate, compliance, accounting, IT) and external suppliers
• Manage key client relationships, contracts and service level agreements; conduct regular reviews.
• Oversee office facilities, leases, health & safety compliance and business continuity arrangements.
• Work closely with the IT function to ensure operational systems (document management, PMS/Scoro, other IT systems) perform reliably and meet business requirements.
• Help prepare and manage operational budgets; monitor costs and identify efficiencies.
• Ensure timely and accurate operational reporting to senior management.
• Promote consistent client onboarding, processes and procedures; ensure documentation and file retention meet professional and regulatory standards.
• Investigate and resolve operational or client service issues escalated by client-facing co leagues.

Educational Background

• Masters/Bachelor's degree in Business Administration, Management, Law or a related field.
• A commitment to continuous learning, staying updated on industry trends and regulatory changes.

Professional Experience

• Minimum5years' experience in an operations, practice management and/or project management role within a professional services firm (law, corporate services, accounting) or a regulated industry.
• Proven track record of implementing operational improvements, managing budgets and delivering cross-functional projects and managing a team of people.
• Experience working with or within regulated environments (AML/CFT, GDPR) is essential.
• Familiarity with practice management systems, CRM, document management, Microsoft 365 and cloud collaboration platforms.
• Knowledge of Maltese corporate and regulatory landscape is advantageous.

Competencies & Personal Attributes

• Exceptional organisational, analytical and problem-solving skills.
• Strong leadership capability with experience motivating and developing teams.
• Meticulous attention to detail and a demonstrable commitment to quality and compliance.
• Highly proficient in spoken and written English, any additional languages would be advantageous.
• High levels of integrity, discretion, and professionalism when handling confidential client and company information.
• Ability to prioritise, multi-task and work under pressure to meet deadlines.
• Client-centric mindset combined with commercial awareness.

Compensation

• An attractive financial package is being offered, which is competitive and commensurate with experience.
• An annual structured performance review is carried out and subject to discretionary salary review and performance bonus.
• The Company prides itself to be an equal opportunity employer
• They invest heavily in training and take pride in seeing our own employees progress their careers

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