Client Operations Transformation Analyst

The Function & Team

Our Client Operations Team sits at the heart of Triple Point’s investor journey, ensuring every client investing in our products enjoys a seamless, transparent and high-quality experience. The team manages the full lifecycle of a client’s investment from initial application and onboarding through to ongoing servicing, and offboarding, working closely with advisers, platforms and internal teams to keep every step accurate and on time.

It’s a team that combines strong process discipline with genuine care for client outcomes, in an environment where the client’s journey really matters.

Key Responsibilities

The Client Operations Transformation Analyst is at the centre of Triple Point’s Systems Process and Data (SPD) transformation programme and the wider Client Operations change/reporting agenda.

This person supports the day-to-day mechanics of turning business need into delivered improvement. Triaging and prioritising incoming requests, translating vague asks into clear requirements, running UAT with the business, and keeping Jira, Confluence and the governance records accurate and current. They spot and build the smaller automations themselves, and work with tools such as Power Automate, and AI assistants to reduce manual effort across the team.

Alongside this, the role holds interim ownership of a set of regulatory and reporting submissions while these are automated by the Data team, moving to an oversight and as-required submission basis once that work lands.

The role suits a self-starter who is credible with senior stakeholders, genuinely curious about process and technology, and comfortable owning a workstream without close direction.

Backlog, Intake & Prioritisation

• Triage incoming project and change requests as they arrive.
• Validate and score requests against the prioritisation model.
• Keep the master request list and Jira backlog accurate and up to date.
• Produce shortlists for governance and prioritisation forums.

Requirements, Business Analysis & UAT

• Run requirements sessions with the business; turn vague requests into clear, testable requirements and user stories.
• Define acceptance criteria and definition of done for each piece of work.
• Plan and organise testing of builds with business owners; coordinate test scripts and sign-off.
• Track and chase defects through to release.

Systems Administration & Automation

• Administer Jira and Confluence boards; maintain tickets and the change log.
• Build reporting dashboards that support governance and delivery tracking.
• Spot automation opportunities and build the smaller ones using Power Automate.
• Work with tools such as EverWorker and AI assistants to extend what the team can automate.

Stakeholder Support & Coordination

• Coordinate across Sales, Client Services, Client Operations, Reporting and Marketing.
• Prepare materials for meetings and governance sessions.
• Capture notes and actions, and keep trackers current between sessions.

Regulatory & Statutory Reporting

• Support the annual CRS, FATCA and HMRC filings accurately and within statutory deadlines.
• Support the annual VCT and ISA filings.
• Support the team’s audit and regulator engagement, including responses to auditor and DDQ requests (e.g. Loopio).

KPI & Management Reporting

• Support the production of recurring MI and KPI reporting (e.g. Compliance MI, Quarterly Raise figures, Product Quarterly MI, adviser firm reporting) accurately and on schedule.
• Pull and quality-check Salesforce MI and data extracts feeding departmental reporting and the wider KPI dashboard.
• Flag data quality issues or unusual patterns rather than reporting straight through them.
• Move to an oversight role as reporting is automated by the Data team, supporting directly only as required.

Other

Support other ad hoc business needs and cross-functional initiatives as required.

Experience

• Business or transformation analysis experience on a CRM or systems change programme, ideally Salesforce.
• Salesforce – Hands-on literacy across objects, permissions, reports and flows.
• UAT & Testing – Proven experience planning and coordinating UAT with business users, including test scripts, sign-off and defect tracking through to release.
• Jira & Confluence – Hands-on administration, including building reporting dashboards and maintaining the governance record.
• Data Skills – Advanced Excel and Power BI; comfortable handling and interpreting data (SQL an advantage).
• Business Analysis – Strong requirements elicitation and process mapping skills.
• Communication & Organisation – Excellent written communication; highly organised; able to run several workstreams at once.
• Financial Services (desirable) – Background in financial services or investment management, with awareness of FCA and data protection expectations.
• Automation (desirable) – Power Automate, VBA, and exposure to AI or automation tools.

Personal Qualities

• Stakeholder Credibility – Holds their own with senior stakeholders and challenges constructively.
• Solutions Orientation – Can see solutions to ambiguous problems.
• Curiosity & Improvement – Genuinely interested in technology, process and continuous improvement.
• Composure Under Ambiguity – Calm with shifting priorities; detail-focused while keeping sight of the bigger picture.
• Communication – Clear, structured written and verbal communication across technical and non-technical audiences.
• Data Judgement – Comfortable with raw data sets and numbers, ensuring output is as expected and can organise messy data.
• Organisation – Runs several workstreams at once without things slipping.

Why Join us?

• You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
• Be part of a growing and innovative team
• We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
• Opportunities for professional development and career progression.

At Triple Point, high performance means living our values every day:

·       Stay Curious.

·       Be Generous.

·       Take Thoughtful Action.

·       Pull Together.

·       Own It.

In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools. We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.