Tom Jeffery
Operations & (Internal) IT Director @Square 4 Partners
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WORK HISTORY
Operations & (Internal) IT Director @Square 4 Partners
London, GB
As Operations and Internal IT Director at Square 4, I’m part of the executive team shaping how we deliver for clients and how we run as a business. My responsibilities span three areas:Interim Solutions – supporting financial services firms with flexible resourcing and operational expertise, from day rate contractors to full Target Operating Model (TOM) reviews that relieve pressure points and drive efficiency.Managed Service – leading the growth of our onshore Business Process Outsourcing (BPO) capability, designed to take on complex financial services operations with the quality, resilience, and regulatory assurance our clients require.Internal IT – overseeing systems, access, and information security, ensuring our infrastructure is robust, compliant (ISO 9001 and ISO 27001), and able to scale with the firm.Day to day, I connect strategy with delivery. Externally, I help clients solve operational challenges and navigate regulatory demands with solutions that are practical and resilient. Internally, I make sure Square 4 runs securely and efficiently, building the capacity and frameworks that enable sustainable growth.
EDUCATION
The Chartered Insurance Institute
Certificate in Financial Planning, CF1 - UK Financial Services, Regulation and Ethics
Middlesex University
National Outsourcing Association, Outsourcing
ABOUT TOM JEFFERY
I help Financial Services firms solve their most complex complaints challenges.With 15+ years delivering complaint handling, remediation, and regulatory advisory solutions, I bring a practitioner’s understanding of both customer outcomes and operational delivery. I work with banks, motor finance providers, insurers, and wealth firms to strengthen complaints operations, reduce FOS exposure, improve RCA maturity, and build Consumer Duty-aligned complaint models.My work spans- Complaint operating model design and reviews- High-volume remediation programmes (DCA, affordability, motor finance)- Root Cause Analysis framework design & implementation- DSAR handling and operational oversight- FOS referral management and overturn reduction- Complaints TOM optimisation: blending process, technology and regulatory expectationsAt Square 4, I lead engagements that combine regulatory expertise, operational know-how, and fully accountable delivery. Whether advising senior leaders or building operational teams, my focus is always on practical, robust solutions that stand up to regulatory scrutiny and work in the real world.
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