Operations Manager

St. James's Place; Cirencester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm seeks a Pensions Technical Support Manager for its Cirencester office. The role involves managing a technical team, ensuring high-quality service delivery and continuous improvement. You will play a pivotal role in shaping the team's performance and fostering a culture of excellence.

Benefits

Discretionary annual bonus

28 days leave plus bank holidays

Option to purchase extra leave

Parental leave (26 weeks full pay)

Optional private medical insurance

10% non-contributory pension

Qualifications

• Extensive experience as a people manager.
• Proven ability in a Technical Services environment.
• Experience with performance management aimed at service improvement.

Responsibilities

• Lead and manage the Pensions Technical Team.
• Prepare the team for daily workload.
• Conduct PDRs, handle performance management and coaching.

Skills

Leadership

Organizational skills

Communication skills

Performance management

Continuous improvement

Job description

Social network you want to login/join with:

Are you ready to chart your own career path? At SJP, we need talented individuals like yourself to support our evolving culture. If you’re seeking an employer passionate about excellence, innovation, and autonomy, SJP could be the place for you.

At a glance:

Location: Cirencester Office or Bristol Office

Workplace Type: Hybrid

Employment Type: Fixed-Term Contract

Seniority: Mid-Senior Level

(Internally known as Pensions Technical Support Manager)

This role reports to the Helpline Services Manager within the Advice Support function of Advice Policy & Operations. It sits alongside 2 other Support Managers and has circa 14 direct reports. You will lead and manage the Pensions Technical Team to deliver high-quality and efficient technical query resolution and advice services to the Partnership, ensuring adherence to operational standards.

What you'll be doing:

• Prepare the team for daily workload, identify priorities, and address exceptional impacts.
• Supervise resource challenges and their impacts on team performance to maintain standards.
• Ensure AVT (Added Value Time) is run efficiently to contribute value through scheduled activities.
• Communicate clear expectations to team members based on their experience and capability.
• Work with the QA Manager to provide bespoke training and development.
• Provide effective leadership, direction, and protection for the team through planning, forecasting, and communication.
• Collaborate with peers and management to ensure process consistency and standards.
• Manage the team business plan and actions to ensure Proposition Development continues.
• Own and deliver continuous improvement initiatives within the team.
• Conduct PDRs, 1-to-1s, handle performance management, pay reviews, coaching, and mentoring.

Who we're looking for:

Extensive experience as a people manager with a track record of leading and improving performance to meet strategic goals. Strong leadership, motivation, and development skills are essential.

• Proven ability to run and improve performance within a Technical Services environment.
• Experience with performance management aimed at service improvement.
• Strong forecasting, planning, and organizational skills applicable to daily workloads.
• Deep process knowledge and experience in continuous improvement activities.
• Ability to use MI for informing service improvements and change opportunities.
• Experience leading a technical support service or similar environment.
• Excellent written and verbal communication skills.

Special Requirements:

Travel to Bristol or Cirencester may be required as part of the role.

What's in it for you?

We reward your work through a discretionary annual bonus, competitive leave (28 days plus bank holidays, with an option to purchase 5 extra days), and an online rewards platform offering various discounts. Our benefits support all stages of life, including:

• Parental leave (26 weeks full pay)
• Optional private medical insurance
• 10% non-contributory pension (increasing with service)

Reasonable Adjustments

We are committed to inclusivity. If you require adjustments during the recruitment process, please contact us. We encourage applications from underrepresented groups and those with transferable experience, even if you do not meet every criterion.