Operations Manager - Administration

Role Summary

The Operations Manager is responsible for ensuring the quality of administrative services delivered, aligning with best practice and setting 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 role will work a hybrid working pattern, aligned to our office in Leatherhead.

• Supervise and manage the successful completion of day-to-day service delivery activities (such as requirement analysis, configuration, quality assurance, issue resolution, etc.) for client custom solutions or carrier delivery support services, ensuring alignment with the client requirements and established service level agreements (SLAs).
• Monitor adherence to quality metrics and service level agreement (SLA) metrics, ensuring that operational controls are effectively implemented to meet or exceed established performance standards.
• Liaise and communicate with internal teams responsible for technical development and renewal management activities to ensure effective understanding of operational processes.
• Collaborate with client delivery teams to develop and execute Go to Green plans for at‑risk clients, ensuring alignment with organizational goals and client expectations.
• Work with Operations Leader to manage client change management activities (including scope creep), ensuring alignment with client expectations.
• Provide appropriate guidance to the Client/Carrier/Process Delivery teams in managing executive-level and sensitive client escalations and errors and omissions (E&O), while developing risk mitigation strategies.
• Assess the quality of roll‑outs and ongoing operations to identify and implement process improvements to enhance service delivery.
• Facilitate the sharing of lessons learned from implementation and renewal efforts, promoting a culture of continuous improvement within the team.

• Proven background in operational delivery within the Pensions Administration industry.
• Experience with resource management and utilisation principles.
• Deep knowledge of pension governance.
• P&L and budget management experience.
• Strong leadership skills, able to influence and motivate others effectively.
• Analytical, with strong attention to detail.