Pension Manager – Wealth Operations

Aviva; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Aviva is seeking an experienced Pension Manager to lead operational delivery across our pension business in Ireland. You will drive customer outcomes, performance and risk management with senior operational leadership across multiple teams and functions.

You will champion continuous improvement, governance and regulatory readiness, guiding teams through complex pension operations, safeguarding service quality and accountability while balancing customer needs with commercial requirements.

Qualifications

• Significant leadership experience within pensions, insurance, financial services or regulated wealth operations.
• Strong technical knowledge of pension operations, member servicing and related processes.
• Proven experience managing operational performance, service quality and customer outcomes.
• Strong understanding of risk management, governance, regulatory compliance and operational controls.
• Experience managing complex customer complaints, sensitive stakeholder issues and escalations.
• Excellent stakeholder management, communication and influencing skills, with the ability to engage effectively with senior leaders.
• Strong analytical and problem-solving skills, including root-cause analysis and remediation.
• Experience leading teams, developing talent and building a culture of accountability and high performance.

Responsibilities

• Provide senior operational leadership across pension operations, ensuring strong service delivery and excellent customer outcomes.
• Lead and develop team leaders, managers and technical specialists, building capability, accountability and succession strength.
• Monitor operational performance, service quality, complaints, productivity and customer satisfaction against agreed standards.
• Maintain robust risk management, governance and operational controls, ensuring compliance with regulatory obligations and internal policies.
• Oversee complex complaints, customer escalations and remediation activities, ensuring timely and effective resolution.
• Drive continuous improvement initiatives focused on process simplification, automation, operational resilience and sustainable efficiency.
• Use operational data, customer insights and management information to identify trends, address root causes and inform decision-making.
• Build strong working relationships with internal teams, trustees, brokers, distribution partners and other relevant stakeholders.
• Support regulatory change, business planning and operational transformation, ensuring teams respond effectively to changing requirements.
• Promote a customer-focused culture, ensuring pension operations deliver high-quality outcomes and meet service standards.

Skills

Leadership in pensions

Operational leadership

Risk management

Regulatory compliance

Stakeholder management

Analytical thinking

People development

Change management

Decision making

Job description

Location: Dublin, Cherrywood Business Park

Contract Duration: 6 months

A bit about the job

We're looking for an experienced Pension Manager to lead operational delivery across our pension business, ensuring excellent customer outcomes, strong operational performance and effective risk management.

You'll provide senior operational leadership across multiple teams and specialist functions, driving continuous improvement, regulatory compliance and service excellence. Working closely with colleagues across the business, you'll help deliver sustainable improvements to pension operations, strengthen operational resilience and build a culture of accountability and customer focus.

This is an opportunity to make a meaningful impact by improving processes, developing people and ensuring our pension services consistently meet customer needs and regulatory expectations.

Skills and experience we're looking for

• Significant leadership experience within pensions, insurance, financial services or regulated wealth operations.
• Strong technical knowledge of pension operations, member servicing and related processes.
• Proven experience managing operational performance, service quality and customer outcomes.
• Strong understanding of risk management, governance, regulatory compliance and operational controls.
• Experience managing complex customer complaints, sensitive stakeholder issues and escalations.
• Excellent stakeholder management, communication and influencing skills, with the ability to engage effectively with senior leaders.
• Strong analytical and problem-solving skills, including root-cause analysis, issue identification and remediation.
• Experience leading teams, developing talent and building a culture of accountability, continuous improvement and high performance.
• The ability to balance customer needs, operational efficiency, regulatory requirements and commercial considerations when making decisions.

Day-to-day responsibilities

• Provide senior operational leadership across pension operations, ensuring strong service delivery and excellent customer outcomes.
• Lead and develop team leaders, managers and technical specialists, building capability, accountability and succession strength.
• Monitor operational performance, service quality, complaints, productivity and customer satisfaction against agreed standards.
• Maintain robust risk management, governance and operational controls, ensuring compliance with regulatory obligations and internal policies.
• Oversee complex complaints, customer escalations and remediation activities, ensuring timely and effective resolution.
• Drive continuous improvement initiatives focused on process simplification, automation, operational resilience and sustainable efficiency.
• Use operational data, customer insights and management information to identify trends, address root causes and inform decision-making.
• Build strong working relationships with internal teams, technical specialists, trustees, brokers, distribution partners and other relevant stakeholders.
• Support regulatory change, business planning and operational transformation, ensuring teams are equipped to respond effectively to changing requirements.
• Promote a customer-focused culture, ensuring pension operations deliver consistent, high-quality outcomes and meet agreed service standards.
• Experience in senior operational leadership within pension administration or the wider pensions and financial services sector.
• Experience managing complex, regulated operational environments with multiple teams and specialist functions.
• A track record of delivering operational transformation, process improvement and automation initiatives.
• Experience strengthening governance, risk management, operational controls and regulatory readiness.
• Experience improving customer satisfaction, complaint outcomes, service quality and operational efficiency.
• Experience working with pension trustees, brokers, third-party administrators, distribution partners and other external stakeholders.
• Experience leading teams through organisational change while maintaining service continuity and strong operational performance.

We're inclusive and welcome everyone - we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don't, we would still encourage you to apply.

We also consider all forms of flexible working, including part-time and job shares.

We flex locations, hours and working patterns to suit our customers, our business and you. Most of our people are smart working, spending at least 50% of their time in our offices every week and combining the benefits of flexibility with time together with colleagues.