Senior Operations Manager

4 weeks ago

Chichester, United Kingdom Aptia Group Full time

About Aptia

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.


In an underserved market, with huge potential for growth, Aptia will serve 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.


And we are expanding. Aptia Group is not only fuelled 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. These 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.


If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.


Role Summary:


The Operations Director 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.
  • Review 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.
  • Monitor 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.
  • Monitor 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.
  • Ensure colleague training (including compliance training) across the Portfolio is delivered in line with the training plans, working as required with colleagues in other teams.
  • Support Client Directors with colleague performance management, in line with the Company’s procedures.
  • Encourage 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 and then we’d love to hear from you. Please go ahead and click apply to submit your CV.


Aptia is committed to celebrating the diversity of its employees and are proud to be an Equal Opportunities employer. We strive to create a workplace where all colleagues feel they belong and are supported to succeed in their roles. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to email us at Recruitment_UK@aptia-group.com.

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