Senior Operations Manager

Description:

The Operations Director is responsible for ensuring the quality of administration services delivered, aligning with best practice and to set the bar for consistently high operational standards.

You will also play a lead role in driving change across operations to consistently enhance service while managing risk in a robust manner.

This role will work a hybrid working pattern, aligned to our offices in Chichester.

Here's what you’ll be doing:

• Monitoring Productivity & utilisation trends and identify issues/areas for improvement.
• Review NPS themes across processes, identifying local differences and propose process changes. Locally, review NPS themes across clients and, in collaboration with the wider team, propose scheme specific changes.
• Monitor rework rates/E&Os/Complaints and identify trends. Work with the team to address issues. Ensure national themes are fed back through the internal network.
• Monitor disclosure cases locally, flagging potential breaches. Ensure timetable for all cyclical & legislative tasks is adhered to. Work with the team to identify trends that need addressing through process changes or training.
• Ensure colleague training (including compliance training) across the Portfolio is delivered in line with the training plans, working as required with colleagues in other teams.
• Support Client Directors with colleague performance management, in line with the Company’s procedures.
• Encourage mentorship and the continuous development of colleagues across the Portfolio, supporting our more junior Client Director colleagues with their development into role.

Here’s what we’re looking for:

• Proven background in operational delivery within the Pensions Administration industry

• Experience with resource management and utilisation principles.

• Deep knowledge of pension governance.

• P&L and budget management experience.

• Someone dedicated to achieving the best results for our clients and members.

• Deep understanding of the challenges for employers, trustees and members.

• Strong leadership skills, able to influence and motivate others effectively.

• Solutions focussed and problem-solving skills.

• Strong communication and relationship building skills - both internally and externally.

• Planning and organisational skills - able to work with process and prioritise.

• Analytical, with strong attention to detail.