Pensions Operations Manager

• Proactively monitor performance through use of KPI’s to anticipate and address issues impacting Member Experience and operational effectiveness  Oversight of day-to-day team activity ensuring continuity of service through routines which include daily huddles, check ins with direct reports, review of Power BI 
• Deal with escalations and put in place plans to avoid repeated escalations, complaints, errors and breaches 
• Prepare regular service performance updates to Senior Operations Manager 
• 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 behaviors 
• Work in partnership with Risk & Compliance and Operational Excellence functions to undertake root cause analysis and drive process improvement/quality standards 
• Establish a strong coaching and performance culture, which empowers direct reports increasing their capability and performance 
• Set goals, objectives and quality standards for direct reports 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 

• Experience of leading teams under a matrix management structure (leading both direct and non-direct reports in the delivery of desired outcomes)  Proven management experience in the pensions industry 
• Have a working knowledge of: Scheme rules and practices HMRC rules and regulations Pensions and related employer legislation   

If you know someone suitable for this role, share the word and through our referral scheme receive up to £250! Click here for further details on our recommendation scheme. This is just one of the many roles we are working on at the Sammons Recruitment Group. Please visit our website www.sammons.co.uk for full details on all Permanent, Temporary and Contract career opportunities we are actively seeking candidates for. Recruiting on the basis of Talent, we are committed to supporting and promoting diversity in the workplace and consider all applications. Any salary advertised is for search purposes only. If you have not heard from us within 7 days you will have not been successful on this occasion, however, we would welcome your application for alternative vacancies.