Head of Operations

About the role

The Head of Operations will provide strategic leadership for the Gibraltar office, translating group strategy into actionable business plans and ensuring operational excellence across trust, corporate and administrative services. This senior role combines responsibility for performance, client experience, people development and financial results.

Key responsibilities

• Set direction, tone and standards for the Gibraltar business, acting as senior ambassador and fostering a culture of accountability and continuous improvement.
• Own day‑to‑day operational performance, designing and refining operating models, workflows and processes to deliver speed, quality and control.
• Drive workflow standardisation, system optimisation and automation initiatives, ensuring strong adoption across teams.
• Use KPIs and operational data to make evidence‑based decisions, improve performance and manage cost efficiency while maintaining risk and regulatory standards.
• Oversee client service standards, handling complex matters, complaints and escalations to protect long‑term relationships.
• Lead and develop the senior management team, promoting an inclusive high‑performance culture with clear role ownership and succession planning.
• Hold overall responsibility for financial performance, including revenue growth, cost control, budgeting and cash management.
• Ensure business continuity, operational risk management and resilience.

Required profile

• Extensive senior leadership experience in operations within a regulated environment.
• Proven ability to translate strategy into executable plans and drive change.
• Strong financial acumen with experience in budgeting, forecasting and profitability management.
• Excellent stakeholder management and communication skills, both internal and external.
• Track record of building high‑performing teams and fostering a culture of accountability.
• Ability to balance client needs with regulatory obligations and commercial objectives.

Required skills