Operational Excellence Director

4 hours ago


Chichester, West Sussex, United Kingdom Aptia Group Full time
Job Overview

Aptia Group is a pioneering force in employee benefits and pensions administration services, dedicated to revolutionizing the industry for the better. With a strong presence in the US and UK markets, supported by shared services in India and Portugal, we serve over 1,100 clients and impact more than seven million people's lives.

We're expanding rapidly, driven by investor backing and our commitment to fostering the growth and success of our people. At Aptia, we invest heavily in learning and development, creating unique career paths for our colleagues. Our values - Specialist, Responsive, Thoughtful - form the backbone of our business, guiding our team to surpass client expectations, evolve constantly, and nurture genuine relationships for the long-term.

About the Role

The Operations Director will ensure the delivery of high-quality administration services, aligning with best practices and setting the standard for operational excellence. This role will drive change across operations, consistently enhancing service while managing risk effectively.

This hybrid working pattern is aligned with our offices in Chichester.

  • Monitor productivity and utilisation trends, identifying areas for improvement.
  • Review NPS themes across processes, proposing process changes locally and collaborating with the wider team to implement scheme-specific changes.
  • Monitor rework rates, E&Os, complaints, and identify trends, addressing issues with the team and feeding national themes through the internal network.
  • Monitor disclosure cases locally, flagging potential breaches and ensuring adherence to timetables for cyclical and legislative tasks. Work with the team to address trends through process changes or training.
  • Ensure colleague training (including compliance training) is delivered in line with training plans, working as required with colleagues in other teams.
  • Support Client Directors with colleague performance management, in line with Company procedures.
  • Encourage mentorship and the continuous development of colleagues across the Portfolio, supporting junior Client Director colleagues with their development into the role.

Key Requirements:

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

Estimated Salary: £60,000 - £80,000 per annum, dependent on experience.



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