Administrative Operations Senior Manager

Role Overview

• Hold overall responsibility for the performance, effectiveness and development of the OSS-Freshdesk and Onboarding & Data Governance Teams.
• Directly manage functional Team Leads, setting clear objectives, expectations and standards, and holding them accountable for delivery, quality and team performance.
• Build a strong leadership culture through regular one-to‑ones, objective setting, performance reviews and succession planning for Team Leads and senior administrators.
• Ensure teams are appropriately structured and resourced to meet current and future business needs, identifying risks and capacity issues early.
• Lead recruitment activity for the function, including workforce planning, interviews, selection decisions and onboarding.
• Act as escalation point for complex people, performance or service delivery issues, resolving matters decisively and professionally.
• Take full ownership of administrative service delivery firm‑wide, ensuring consistent, high‑quality support to Partners, Directors and technical teams.
• Ensure workload planning, task allocation and prioritisation are effectively managed through Team Leads, with clear service expectations and performance metrics.
• Partner with Partners and Directors to understand business priorities and translate these into effective operational support models.
• Oversee inbox management, document production and meeting coordination at a strategic level, ensuring senior stakeholders are supported efficiently and proactively.
• Ensure sufficient cover, resilience and continuity across all teams, including during periods of absence or peak demand.
• Be accountable for adherence to AAB’s professional standards, operational procedures, ethical requirements and risk controls across the function.
• Ensure all client-facing output is reviewed appropriately, meets quality standards and reflects the firm’s brand and reputation.
• Own and embed consistent use of firm-wide templates, branding and document standards, driving compliance through Team Leads.
• Maintain oversight of confidentiality, data protection and information security within administrative operations.
• Set clear performance standards and KPIs for Team Leads and their teams, monitoring productivity, quality and client satisfaction.
• Ensure regular review of work quality, with structured feedback, coaching and development plans in place at all levels.
• Build capability across the function through training programmes, knowledge sharing and continuous skills development.
• Ensure junior administrators are fully productive, well-utilised and supported to progress within the firm.
• Own continuous improvement for the Admin function, identifying inefficiencies, capacity constraints and opportunities for smarter ways of working.
• Lead and sponsor process improvement initiatives, working collaboratively with the wider business to implement change.
• Champion financial discipline and operational efficiency, ensuring administrative resources deliver maximum value to the firm.
• Use management information to inform decision-making, resource planning and service improvements.
• Act as a senior point of contact for Partners, Directors and senior managers on all administrative support matters.
• Build strong internal relationships and credibility as a trusted operational leader.
• Contribute to firm-wide initiatives, including marketing and employer brand activity, supporting social media and recruitment campaigns as appropriate.
• Represent the function in management forums, providing insight, challenge and recommendations.

Requirements

• Significant experience in a senior administrative or professional services operations role with direct people management responsibility.
• Proven ability to lead managers/team leads and build high‑performing, accountable teams.
• Strong commercial awareness, operational mindset and understanding of risk within a regulated or professional environment.
• Excellent stakeholder management skills, with confidence working at Partner and Director level.
• Highly organised, resilient and decisive, with a track record of improving service delivery and operational effectiveness.

Benefits

• Annual leave (plus public holidays), with the option to buy or carry over leave
• Enhanced parental leave (maternity, paternity, adoption)
• Paid volunteering day to support causes that matter to you
• Private Medical Insurance (PMI) for you and the option to cover family members
• Employee Assistance Programme (EAP) for 24/7 mental health and wellbeing support
• Death in Service benefit
• Competitive pension scheme
• Life assurance policies to support you and your family
• Hybrid working model
• Agile working culture that supports flexible hours and smarter working
• Modern office spaces designed for collaboration, focus, and wellbeing