DC Operations Manager

huddle Recruitment; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

huddle Recruitment is seeking an experienced DC Operations Manager in London. You will oversee the operational delivery of DC pensions services, working with an outsourced administrator to ensure high-quality service and compliance.

This leadership role focuses on governance, performance management, and driving improvements across the DC function. You will report to the Senior Operations Manager and lead a small team, coordinating across pensions operations, client relationships, and change

Qualifications

• Strong understanding of Defined Contribution pension administration and operations.
• Experience with external administration providers or large pension scheme clients.
• Experience in building relationships and challenging service delivery.

Responsibilities

• Oversee delivery of DC administration services and ensure service standards.
• Manage relationship with outsourced DC administration provider.
• Review performance and deliver accurate management information and reporting.
• Investigate complex administration cases and remediation.
• Oversee error rectification and remediation work within SLAs.
• Review processes and drive improvements in efficiency and member experience.
• Support Senior Operations Manager with broader DC service delivery and planning.
• Participate in projects and changes across the DC function.
• Manage testing of systems and processes and communications to members.
• Collaborate with pensions and business teams for end-to-end service delivery.
• Attend meetings with providers, advisers and stakeholders.
• Prepare management information, Board and Committee papers.

Skills

Defined Contribution pensions

Pensions operations

Client service delivery

Provider management

Pensions administration

Tools

UPM

Job description

London | Hybrid – 2 days per week in the office

The Opportunity

An excellent opportunity has arisen for an experienced Defined Contribution pensions professional to join a well-established occupational pension scheme as a DC Operations Manager.

This is a broad and varied role with responsibility for supporting the effective operational delivery of the organisation's DC pension provision. Working closely with an outsourced DC administration provider, you will help ensure administration services are delivered accurately, efficiently and in accordance with agreed service standards, regulatory requirements and member expectations.

This isn't a traditional hands-on pensions administration position. Instead, you'll operate at an oversight and management level, taking responsibility for service delivery, complex operational issues, administration errors and remediation, provider relationships, controls, projects and continuous improvement.

You'll report to the Senior Operations Manager and work closely with colleagues across the wider pensions operation, while also managing and developing members of the internal team.

For someone with a strong background in DC pensions administration, operations, client/service delivery or provider management, this is an excellent opportunity to move into a broader role with significant responsibility and exposure across the organisation.

The Role

As DC Operations Manager, you'll take responsibility for the effective day-to-day operational management of the DC provision and work closely with the outsourced administration provider to ensure members receive a consistently high-quality service.

Your responsibilities will include:

• Overseeing the delivery of DC administration services and ensuring agreed service standards and procedures are achieved.
• Managing and developing the relationship with the outsourced DC administration provider.
• Reviewing service performance and ensuring required management information and reporting is delivered accurately and on time.
• Investigating and taking ownership of complex administration cases, errors and operational issues.
• Overseeing error rectification and remediation work, ensuring cases are completed within agreed service levels.
• Reviewing existing processes and recommending improvements to operational efficiency and member experience.
• Supporting the Senior Operations Manager across wider DC service delivery, business planning and strategic initiatives.
• Participating in and managing operational projects and change initiatives.
• Managing system and process testing, including regression, calculation, process and member-communication testing.
• Working collaboratively with other pensions and business teams to ensure effective end-to-end service delivery.
• Attending internal and external meetings with providers, advisers and other stakeholders.
• Supporting the preparation of management information, Board and Committee papers and presentations, including regular operational reporting.
• Managing and developing internal team members through regular 1:1s, performance reviews, coaching and training.

About You

We're looking for an experienced pensions professional with a strong understanding of Defined Contribution pension administration and operations.

You'll ideally have experience of working with or managing external administration providers, suppliers or significant pension scheme clients, together with the ability to build strong relationships and challenge service delivery appropriately.

Experience within a DC master trust, occupational pension scheme, third-party pensions administrator or pensions consultancy would be particularly relevant.

The following would be advantageous but is not essential for every candidate:

• Five or more years' experience within the pensions industry.
• PMI qualifications or equivalent pensions experience.
• Knowledge of relevant pensions legislation and The Pensions Regulator requirements.
• Experience working with both DB and DC pension administration environments.
• Experience of pensions administration platforms, ideally UPM or a similar system.
• Experience preparing management, Board or Committee reporting.
• Experience of operational risk and controls.
• Experience managing administration errors, remediation and complaints.
• Experience supporting organisational change and continuous-improvement initiatives.
• Project and systems-testing experience.
• Knowledge of data protection requirements and relevant HMRC requirements.