Senior Operations Manager

Aptia Group; Leatherhead; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Join a dynamic company that is reshaping employee benefits and pensions administration. As a Senior Operations Manager, you'll lead efforts to enhance service quality and operational standards, driving change across the organization. Your role will involve monitoring productivity, implementing improvements, and ensuring compliance with governance standards. This is an exciting opportunity to make a significant impact within a growing firm dedicated to fostering career development and creating an inclusive work environment. If you're passionate about operational excellence and client success, this role could be your next big step.

Qualifications

• Proven background in operational delivery within the Pensions Administration industry.
• Strong leadership skills and commercial acumen are essential.

Responsibilities

• Monitor productivity trends and identify areas for improvement.
• Ensure robust client recovery and improvement plans are in place.

Skills

Operational delivery in Pensions Administration

Resource management

Pension governance

Business improvement

P&L management

Leadership skills

Communication skills

Analytical skills

Problem-solving skills

Planning and organisational skills

Education

PMI qualifications

Job description

Senior Operations Manager page is loaded

Senior Operations Manager

Apply locations UK Leatherhead time type Full time posted on Posted 3 Days Ago job requisition id JR102412

About Aptia

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.

In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.

And we are expanding. Aptia Group is not only fuelled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. These aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.

Job requirements

Aptia has a unique opportunity for a Senior Operations Manager (Operations Director) to join the team.

The Operations Director is responsible for ensuring the quality of administration services delivered, aligning with best practice and to set the bar for consistently high operational standards.

You will also play a lead role in driving change across operations to consistently enhance service while managing risk in a robust manner.

This position will be offered as a 12-month fixed term contract with potential scope to extend.

This role will work a hybrid working pattern, aligned to our offices in Leatherhead.

What you’ll be doing:

As a key part of the leadership team within your client Portfolio, you will identify and implement appropriate development and operational effectiveness plans across the Portfolio and nationally, to achieve targeted performance goals, whilst at the same time, mitigating business and commercial risk.

Key responsibilities:

1. Monitor Productivity & utilisation trends and identify issues/areas for improvement. Challenge capacity planning process and assess actual v plan. Work with Client Directors and Portfolio Owners to identify opportunity to help manage cost/resource across the portfolio and nationally. You will use this data to support recruitment and retention in line with agreed resourcing plans ensuring efficient resource utilisation.
2. Continually review all processes and propose efficiencies/improvements.
3. Continually review of all available MI to highlight any issues or trends. Produce a monthly report highlighting areas of concern or areas of best practice. Share across the Ops Director network to ensure consistency.
4. Review NPS themes across processes, identifying local differences and propose process changes. Locally, review NPS themes across clients and, in collaboration with the wider team, propose scheme specific changes.
5. Monitor rework rates/E&Os/Complaints and identify trends. Work with the team to address issues. Ensure national themes are fed back through the internal network.
6. Monitor disclosure cases locally, flagging potential breaches. Ensure timetable for all cyclical & legislative tasks is adhered to. Work with the team to identify trends that need addressing through process changes or training.
7. In conjunction with the wider team, facilitate right shoring in line with national plans.
8. Review results of internal & external audits to identify training needs or process failures. Work with the internal team to address emerging issues. Monitor completion of action plans.
9. Ensure robust client recovery and improvement plans are in place for clients at risk.
10. Ensure colleague training (including compliance training) across the Portfolio is delivered in line with the training plans, working as required with colleagues in other teams.
11. Support Client Directors with colleague performance management, in line with the Company’s procedures.
12. Encourage mentorship and the continuous development of colleagues across the Portfolio, supporting our more junior Client Director colleagues with their development into role.

What we’re looking for:

1. Proven background in operational delivery within the Pensions Administration industry.
2. Experience with resource management and utilisation principles.
3. Deep knowledge of pension governance.
4. Business improvement and transformation experience.
5. P&L and budget management experience.
6. Someone dedicated to achieving the best results for our clients and members.
7. Deep understanding of the challenges for employers, trustees and members.
8. Strong leadership skills, able to influence and motivate others effectively.
9. Commercial acumen.
10. Solutions focussed and problem-solving skills.
11. Strong communication and relationship building skills - both internally and externally.
12. Planning and organisational skills - able to work with process and prioritise.
13. Proactive approach to service delivery and commitment to positive client outcomes.
14. Analytical, with strong attention to detail.
15. PMI qualifications, on-offshore operational delivery experience and employee benefits experience would also be desirable.

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.

About Us

Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.

With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.