Operations Manager (DB Pensions)

Job Description

Operations Manager (DB Pensions)

Salary: £64,000 - £70,000

Location: Aldgate, London (40%) and homebased

Role:

Reporting to the Senior Operations Manager, you are responsible for the effective management, motivation and development of Team Managers, within Operations to meet and exceed business objectives and targets. Ensuring Team Managers deliver, through their teams, an outstanding ‘Customer Experience’ and meet and exceed customer satisfaction targets, delivering operational excellence at all Customer touch points, high employee engagement and continuous service improvement is achieved. Must work closely with Partners to assist them in achieving their goals. Over time the role may encompass either technical claims or complaints management.

My role:

As an Operations Manager you will be responsible for:

• Supporting the Senior Operations Manager in ensuring that customer experience and service is delivered consistently across all product types.
• Supporting the Senior Operations Manager in maintaining Claims Policies and ensuring claims are delivered in line with these policies.
• Ensure risk and controls are managed effectively across all products, control testing is effective and remediation actions implemented to agreed deadlines.
• Lead Team Managers, within Operations, optimising the development of the team managers and their teams
• Develop a communication and engagement model to ensure teams are informed and understand their contribution to the business
• Motivate and effectively performance manage team to ensure delivery of overall targets and business plan.
• Deliver targeted results from an Operational team, covering People, Customer, Business and Financial metrics
• Ensure risk and compliance measures are adhered to at all times.
• Ensure the continuous identification and implementation of operational best practice through interaction with the wider team.
• Identify further opportunities for services and process improvements and lead the implementation demonstrating achievement of results.
• Analyse data on performance and use to motivate and develop team and identify and remedy operational issues,
• Prepare reports to senior management highlighting opportunities, issues and recommendations
• Effectively manage key stakeholders, presenting key performance achievements and strategic goals aligned to wider Scheme
• Deliver Exec updates and Board papers as and when required
• Manage and develop operational relationships by conducting review meetings and creating strong liaison with the Partners and the wider Service Delivery Team.

Essential Criteria:

You will be able to demonstrate the knowledge, experience, or mastery of:

• Experience of successfully managing Team Managers across operational teams.
• Requires knowledge and understanding of defined benefit and final salary pensions
• Experience of working in a fast-paced environment, working to tight deadlines.
• Commercially astute and effective stakeholder management.
• Leadership skills and management experience.
• Experience in preparing and delivery reports highlighting options and recommendations.
• Strong relationship & stakeholder management skills.
• Proactive, high levels of initiative and the confidence to act.
• Experience of managing within an Outsourcing or contact centre operation.
• Strong commercial and budgetary understanding.
• Hold an appropriate financial services qualification such as FPC, Dip CII, DipFA or equivalent

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application. If there are additional options you’d like to request, please contact Shane Streeter. We also offer reasonable adjustments on the job.

Benefits:

• We offer 26 days of annual leave
• 9%+ pension contributions
• Private medical and dental insurance
• 6 months paid maternity/paternity/shared parental leave.