Operations Manager

Operations Manager

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

The Operations Manager is responsible for ensuring the quality of administration services delivered, aligning with best practice and to set 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 offices in Chichester.

Here's what you'll be doing:

• Monitoring productivity & utilisation trends and identify issues/areas for improvement.
• Reviewing NPS themes across processes, identifying local differences and propose process changes. Locally, review NPS themes across clients and, in collaboration with the wider team, propose scheme specific changes.
• Monitoring rework rates/E&Os/Complaints and identify trends. Work with the team to address issues. Ensure national themes are fed back through the internal network.
• Monitoring disclosure cases locally, flagging potential breaches. Ensure timetable for all cyclical & legislative tasks is adhered to. Work with the team to identify trends that need addressing through process changes or training.
• Ensuring colleague training (including compliance training) across the Portfolio is delivered in line with the training plans, working as required with colleagues in other teams.
• Supporting Client Directors with colleague performance management, in line with the Company's procedures.
• Encouraging mentorship and the continuous development of colleagues across the Portfolio, supporting our more junior Client Director colleagues with their development into role.

Here's what we're looking for:

• 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.
• Someone dedicated to achieving the best results for our clients and members.
• Deep understanding of the challenges for employers, trustees and members.
• Strong leadership skills, able to influence and motivate others effectively.
• Solutions focussed and problem-solving skills.
• Strong communication and relationship building skills - both internally and externally.
• Planning and organisational skills - able to work with process and prioritise.
• Analytical, with strong attention to detail.

If you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.