Senior Pension Operations Leader – Customer, Risk & Change

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

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.