Head of ETF Operations

Waystone leads the way in specialist services for the asset management industry.

Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide. With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn. Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

SUMMARY

We are seeking a proactive and experienced Head of ETF Operations to join our European ETF white-label platform. The role is central to the operational functioning and development of our ETF business across Europe, with responsibilities spanning fund operations, exchange listings, secondary market coordination, and platform-wide process optimisation.  The successful candidate will work closely with internal stakeholders (e.g. Capital Markets, Product, Compliance) and external service providers (fund administrators, APs, exchanges) to ensure smooth ETF lifecycle management and contribute to the scalability of our growing platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

·       Oversee operational coordination for ETFs across creation/redemption flows, NAV oversight, cash management, and corporate actions.

·       Act as a liaison with fund administrators, custodians, APs, and market makers to ensure accurate and timely operational execution.

·       Manage and support ETF listings across multiple European exchanges and maintain ongoing obligations in coordination with legal and compliance.

·       Monitor and reconcile ETF management fees, fund costs, and other economic metrics; support P&L reporting and fund cost attribution.

·       Contribute to operational readiness for new product launches and cross-border distribution efforts.

·       Identify, escalate, and resolve operational breaks and inefficiencies.

·       Contribute to internal process improvement initiatives and technology enhancements.

·       Produce documentation and MI for internal and external stakeholders, ensuring compliance with regulatory expectations.Collaborate with the sales team to execute and track sales initiatives, ensuring alignment with company goals and client needs.

·       Foster strong relationships with key clients by addressing inquiries, providing solutions, and maintaining consistent communication to drive satisfaction and loyalty.

·       Coordinate and participate in client meetings, presentations, and reviews, ensuring thorough preparation of materials and documentation of key actions.

·       Assist in the planning, execution, and follow-up of projects aimed at enhancing client engagement and revenue growth, working closely with cross-functional teams.

·       Work closely with internal teams, including Relationship Managers and Fund Operations, to ensure seamless service delivery and address client concerns promptly.

·       Support the maintenance and updating of contracts and agreements, ensuring compliance with company policies and legal standards.

·       Proactively identify and mitigate risks associated with ETF Operations, ensuring compliance with industry regulations and standards while employing proven frameworks.

REQUIREMENTS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience and Abilities: 

·       Communication Skills: Exceptional verbal and written communication skills, with the ability to build rapport with clients and internal stakeholders alike.

·       Analytical Ability: Strong analytical skills with the capacity to interpret data and identify trends, using insights to support strategic recommendations.

·       Organisation and Time Management: Demonstrated ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast-paced environment.

·       Attention to Detail: High degree of accuracy and attention to detail, particularly in handling client information, data analysis, and project documentation.

·       Customer Focus: A proactive approach to customer service with the ability to anticipate client needs and deliver solutions effectively.

·       Relationship Building: Extending and nurturing strong relationships with key stakeholders, including institutional investors, investment funds, and asset managers, is vital for establishing Waystone as a trusted partner in the industry. 

·       Technical Proficiency: Proficiency in Microsoft Office Suite (particularly Excel and PowerPoint); experience with CRM software (such as Salesforce) is a plus.

·       Innovation and Adaptability: The asset management industry is constantly evolving, and you should be open to innovation, adaptable to change, and willing to explore innovative approaches to enhance the company's sales performance. 

·       Team Collaboration: A team player with a collaborative mindset, ready to contribute to group projects and support colleagues as needed.

·       Results-Oriented: You will have a strong focus on achieving measurable results and exhibit the drive to meet or exceed sales targets while maintaining high levels of customer satisfaction. 

·       Ethical Conduct: Upholding high ethical standards in all interactions, reinforcing Waystone's reputation as a trustworthy partner in the industry. 

Education: 

·       Bachelor's degree in Business Administration, Finance, or a related field

Required Experience & Skills:

·       7-10 years of experience in ETF or fund operations within a European asset manager, administrator, or service provider.

·       Solid knowledge of ETF operational mechanics, including the primary/secondary markets and exchange ecosystem in Europe.

·       Experience working with cross-border UCITS ETFs and multi-jurisdictional listings.

·       Strong coordination skills and experience interacting with third-party service providers.

·       Understanding of fund P&L, fees, and fund TER processes.