Operations Manager

Operations Manager
Derbyshire (Hybrid Working)
£35,000-£40,000 + Bonus & Benefits

Cactus Search are delighted to be recruiting for an Operations Manager for a well-respected organisation, that is going through an exciting period of growth due to client acquisition with further business on the horizon.

The Operations Manager will be responsible for the effective day to day performance of the operation and have oversight of direct reports who drive performance across a Pensions Administration department.

This role is a Team Manager level position and would suit someone already operating at this level, or a Senior Pensions Administrator looking to step up into management.

You will help maintain service levels through periods of fluctuating demand and to efficiently utilise resources to achieve maximum results.

The ability to drive tactical decision making is key to maintaining the balance between quality of service and efficiency on a day-to-day basis.

Key Responsibilities

- Proactively monitor performance using KPIs to anticipate and address issues impacting customer experience and operational effectiveness
- Oversight of day-to-day team activities ensuring continuity of service through routines which include daily huddles, check ins and review of Power BI
- Deal with escalations and put in place plans to avoid repeated escalation, complaints, errors and breaches
- Prepare regular service performance updates to Senior Management
- Ensure fit for purpose processes and procedures are in place to meet Customer Services goals and plans
- Implement improvements to ways of working across Operations that empower staff and reinforce values and behaviours

What we need you to have

- Strong experience in management & leadership roles within Pensions operations or back office admin functions
- Experience in identifying and driving continuous improvement
- Experience of leading a team responsible for delivering high levels of service
- Strong relationship skills with the ability to communicate effectively at all levels
- Proven management experience with strong leadership skills
- Strong diagnostic, analytical and process skills
- Ability to work under pressure

If the above opportunity sounds of interest, please forward your application via the apply button.

We look forward to hearing from you!