We are looking for an Operations Manager to play a pivotal role in overseeing and optimising our client operations, ensuring seamless service delivery and fostering strong, long-lasting client relationships.
In this role, you will be coordinating across various departments, driving process improvements, and implementing best practices to enhance overall client satisfaction.
This role is a full time, permanent, hybrid position where you will work from our Aptia Leatherhead office, as well as from your home address.
This role will initially be offered as a 12 month fixed term contract.
What you’ll be doing:
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Lead, coach, and motivate team members to meet event delivery targets using effective practices and adherence to policies.
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Ensure processes are followed and improved to maintain best practices, enhance efficiency, and boost client profitability.
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Continuously improve service quality through controlled process enhancements and effective SLA management.
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Set and achieve client performance targets by creating and implementing team plans.
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Maintain a forward planning schedule to balance resources with demands and manage daily workloads to meet national targets.
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Monitor project income, manage resources, and align headcount with client needs to optimise profitability.
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Handle monthly/quarterly billing and ensure additional work is billed according to contracts.
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Manage the team's expense budget.
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Plan and manage resource capacity to ensure smooth service delivery and adjust for workload fluctuations.
What we’re looking for:
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Strong operations management background within a Pensions Administration environment.
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Experience with client-facing service delivery.
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Budget and client profitability management experience.
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Experience with client revenue generation and fee negotiation.
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A strong people manager with a track record of developing high performing teams.
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Experience managing and implementing change.
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Pensions knowledge is desirable.