Operations Manager

Core-Asset-Consulting; Newcastle upon Tyne; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Wider benefits package

Job summary

Core-Asset Consulting is looking for an Operations Manager to lead pensions operations in Newcastle upon Tyne. You will own performance, drive a high‑performance culture, and ensure FCA regulatory expectations and Consumer Duty delivery while improving service quality and efficiency.

Reporting to the Head of Pensions, you will manage teams, monitor KPIs, and develop staff through performance reviews and development plans, with a focus on customer outcomes.

Qualifications

• Experience leading operations/servicing teams in regulated financial services.
• Strong understanding of FCA rules including Consumer Duty and customer outcomes.
• Proven ability to manage performance reviews, objectives, and development plans.

Responsibilities

• Lead and develop operations/servicing teams to deliver high performance and customer outcomes.
• Own team KPIs, SLAs, quality standards, and action plans for improvement.
• Oversee quality checks, complaint handling, incident management, and escalation processes.
• Prepare management information and trends to inform operational decisions.
• Collaborate with regulators and external suppliers on behalf of the teams.
• Support change projects and continuous improvement in pensions operations.

Skills

Ops management

Regulatory awareness

Performance reviews

KPIs & SLAs

Quality management

Incident management

MI reporting

Stakeholder mgmt

Platform experience

Job description

Operations Manager (16509) Newcastle upon Tyne, England

If you're a driven people leader with a strong pension or financial services operations background and a passion for delivering exceptional customer outcomes within a regulated environment, this could be the perfect next step in your career.

Reporting to the Head of Pensions, you will take full ownership of the performance and day-to-day management of dedicated teams. You will be instrumental in driving a high-performance culture, ensuring all activity is delivered within FCA regulatory expectations - including Consumer Duty - while continuously improving service quality, team capability, and operational efficiency.

• Proven experience managing operations or servicing teams in a regulated financial services environment
• Strong understanding of the FCA regulatory framework, including Consumer Duty obligations and good customer outcome principles
• Demonstrated ability to manage and develop teams, including conducting performance reviews, setting objectives, and delivering individual development plans
• Experience monitoring and managing KPIs and SLAs, with the ability to identify trends and take corrective action
• Solid background in quality management, control testing, and complaint handling — including root cause analysis and remediation
• Experience managing incidents, including escalation, closure, and embedding lessons learned across teams
• Ability to produce and analyse management information to drive informed operational decisions
• Experience managing third-party relationships with regulators and external suppliers
• Strong communication and stakeholder management skills at all levels
• Experience within a wrap platform, SIPP, or investment platform environment
• Background in continuous improvement or process redesign within an operational pensions context
• Experience delivering project work or change initiatives within a pensions operations setting

Core Responsibilities:

• Lead, manage, and develop the operations and servicing teams, creating a high-performance, consumer-focused culture with clear goals and direction
• Take ownership of team KPIs, SLA measures, and quality standards - monitoring performance and implementing action plans to maintain consistently high service levels
• Oversee quality checking, complaint handling, breach reporting, escalation, and resolution processes, ensuring all activity meets the required compliance and quality standards
• Manage incident updates and closures - ensuring measures are in place to prevent recurrence and that learning outcomes are communicated effectively across the teams
• Produce and maintain management information, analysing trends and issues to make well-evidenced recommendations and implement appropriate solutions
• Ensure all policies, procedures, and process guides are kept accurate, up to date, and fit for purpose across both teams
• Complete and oversee performance reviews, development plans, and regular one-to-ones for team leaders, providing coaching, support, and constructive feedback
• Manage third-party relationships with regulators and external suppliers on behalf of the teams
• Identify development opportunities and implement solutions to minimise errors, reduce rework, and continuously improve the quality of service delivered to customers, advisers, and stakeholders
• Support and deliver routine project work and change requests as required
• A highly competitive salary
• Wider benefits package (details available on application)

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: 16509

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.