Senior Operations Manager

Brightwell; Chesterfield; Hybrid; GBP 75,000 - 100,000; Full time

Benefits offered by this job

Annual performance bonus

25 days holiday plus bank holidays

Pension with 15-17% employer contributions

Life Insurance 8x salary

Generous family-friendly policies

Free health assessments

Health cash plan

Professional study support

Employee Assistance Programme

Free on-site parking

Job summary

A leading financial services organization is seeking an experienced Senior Operations Manager to oversee key operational targets and enhance service delivery. This position entails managing a team, ensuring compliance with regulations, and driving performance in a dynamic environment. An ideal candidate will possess strong leadership skills, profound knowledge of pensions, and a proven track record in improving operations. The role offers competitive compensation and a hybrid working model, along with a comprehensive benefits package.

Qualifications

• Proven management experience, demonstrating strong leadership.
• Experience in managing operations in a change environment.
• Experience successfully leading a team delivering multiple services.

Responsibilities

• Monitor service performance and KPIs to address issues.
• Engage with teams on resource alignment and planning.
• Implement improvements empowering staff and enhancing performance.
• Drive continuous improvement and implement changes across operations.
• Set team goals and support staff development to meet targets.
• Monitor attendance, overtime, and absence to meet KPIs and budget.

Skills

Strong leadership skills

Operational management experience

Relationship building

Analytical skills

Communication skills

Experience in change management

Problem solving

Education

PMI qualified or working towards qualification

Strong knowledge of pensions

Tools

Microsoft Office

Job description

Join Our Team as a Senior Operations Manager

Are you an experienced Senior Operations Manager with a proven background within pensions looking for a fresh challenge? If so, we could have the perfect opportunity for you. Senior Operations Managers are accountable for the effective management of the operation with responsibility for achieving key targets and delivery of positive outcomes for members. The ability to manage operations on a day‑to‑day basis through leadership of a team, driving performance and continuous improvement whilst progressing development of longer‑term strategy will be key to the success in this role.

The role of Senior Operations Manager provides a vital link between front line operations, senior management and third‑party providers, requiring strong leadership, communication and influencing skills as well as operational experience at a level where performance is drivenัส through team development. An advocate for change with the ability to thrive and drive performance in an environment where this is part of the everyday. The Senior Operations Manager will role‑model our values and be responsible for delivering change effectively through team members.

• Proactively monitor service performance and KPIs to anticipate and address issues impacting Member Experience and operational effectiveness.
• Engage with Planning, Reporting & MI on forward planning to ensure resources are aligned to demand forecasts, setting direction on key priorities.
• Use reporting and analysis tools to improve the quality and speed of operational decision making, in partnershipeam with Planning, Reporting & MI.
• Deal with escal robbery and put in place plans to avoid repeat complaints, errors and breaches.
• Prepare and present regular service performance updates to senior stakeholders.
• Ensure fit for purpose processes and procedures are in place to meet Member Services goals and plans.
• Implement improvements to ways of working across Member Services that empower staff and reinforce Brightwell’s values and behaviours.
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• Work in partnership with Risk & Compliance and Operational Excellence functions to undertake root cause analysis and drive process improvement/quality standards.
• Set goals, objectives and quality standards for the team and support individuals to make it happen.
• Recognise and reward outstanding performance across Member Services and work with colleagues to provide feedback and support to address individual performance issues.
• Monitor and manage attendance to include overtime, annual leave and absenteeism across service operations to meet operational KPIs and budget limits.

This role would suit someone with:

• Proven management experience with strong leadership skills – a role model.
• A strong knowledge of the pensions.
• PMI qualified or working towards qualification.
• Solid experience in operations management.
• In-depth knowledge of all Microsoft Office software.
• A positive and professional attitude.
• The ability to work to deadlines and manage workload appropriately.
• Experience in operations management in a change environment.
• Experience of identifying and driving continuous improvement.
• Experience of successfully leading a team responsible for delivery of multiple services to a high standard.
• Strong relationship skills with the ability to communicate / interact at all levels within the organisation and external to the organisation.
• Strong diagnostic, analytical and process skills.
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• Proven management experience in the pensions industry (desirable).
• Have a working knowledge of:
  • Scheme rules and practices to include experience of working with defined benefit, defined contribution and hybrid arrangements (desirable).
  • HMRC rules and regulations (desirable要).
  • Pensions and related employer legislation (desirable).

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonus.
• 25 days holiday (increasing to 30 with service) plus bank holidays.
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free on‑site parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague.[++]We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.

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