Senior Operations Manager

Brightwell; Hasland; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading pensions solutions provider is seeking a Senior Operations Manager to drive performance and lead a team within an evolving environment. You will manage operations, ensure service delivery aligns with targets, and foster a supportive culture while improving processes. Ideal candidates will have proven management experience, strong leadership, and a solid knowledge of pensions. This role offers competitive compensation and a flexible working model.

Benefits

Annual performance bonus

25 days holiday, increasing to 30 with service

Pension with 15-17% employer contributions

8 x salary Life Insurance

Generous family friendly policies

Free health assessments

Health cash plan

Professional study support

Employee Assistance Programme

Free on-site parking

Qualifications

• Experience in operations management within the pensions industry is desirable.
• Solid experience in leading a team to deliver multiple services.
• Ability to work to deadlines and manage workload effectively.

Responsibilities

• Monitor service performance and KPIs to address issues impacting Member Experience.
• Engage with stakeholders on resource alignment with demand forecasts.
• Implement process improvements to enhance operational effectiveness.

Skills

Proven management experience

Leadership skills

Strong relationship skills

Analytical skills

Experience in operations management

Change management experience

Education

PMI qualification or working towards it

Knowledge of pensions

Tools

Microsoft Office

Job description

Join Our Team as a Senior Operations Manager

Location: Chesterfield, Derbyshire

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 driven 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.

What you’ll do

• 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 partnership with Planning, Reporting & MI.
• Deal with escalations 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 Brightwells values and behaviours.
• Work in partnership with Risk & Compliance and Operational Excellence functions to undertake root cause analysis and drive process improvement / quality standards.
• Establish a strong coaching and performance culture, which empowers direct reports increasing their capability and performance.
• 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.
• Ability to work under pressure.
• 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).
• 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 Brightwells RISE corporate values : Responsible, Impactful, Supportive & Expert.

Apply Now!