Senior Operations Manager

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.

• 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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Swi ability of work under pressure.

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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).

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…