EPM/Shareplan Team Manager

As a Shareplan Team Manager within our dynamic Equity Plan Management team at Workplace Solutions you will be responsible for leading multiple operational teams, ensuring high standards of customer and employee satisfaction, and delivering operational tasks in line with business priorities, legal requirements, compliance obligations, and client expectations. This role contributes to overall strategy, drives continuous improvement, supports product and systems development, and promotes a collaborative, high-performing team culture.

• Lead, manage, and support multiple operational teams effectively, ensuring team members understand priorities, responsibilities, and expected deliverables. Take responsibility and accountability for customer satisfaction, employee satisfaction, and the successful completion of operational tasks.
• Promote a positive, collaborative, and performance-focused team culture across the office and operational teams. While contributing to the overall business strategy by developing operational goals and ensuring they are achieved.
• Support general HR activities, including recruitment, onboarding, performance reviews, and employee engagement, while providing guidance to Team Leads where needed. Identify team training needs, coordinate appropriate training activities, and monitor progress to ensure continuous development.
• Identify and manage service delivery bottlenecks, including issues caused by software limitations, staffing constraints, or process inefficiencies. Ensure standard administration processes are followed and minimize workarounds wherever possible. Manage product delivery and EPM-related tasks, ensuring alignment with operational and client requirements.
• Analyze operational data to produce monthly metrics by individual, product, and client. Monitor, maintain, and report key information relating to each client's revenue and profitability. Use data insights to identify trends, risks, opportunities, and areas for operational improvement.
• Act as an escalation point for operational issues involving IT, Product, CRMs, events, or recurring programs. Attend internal sales update calls and sales prioritization meetings to provide operational input and support business alignment.
• Provide input on systems development, prioritization, and performance, and ensure user acceptance testing is completed.
• Review and sign off requirements for software enhancements, missing system functionalities, and improvements to existing functionality. Escalate development needs as appropriate while ensuring alignment with wider operational priorities.
• Take responsibility and accountability for the completion of internal and external controls, audit deliverables, and regulatory requirements. While maintaining appropriate oversight of operational risks, controls, and governance obligations.