We are looking for an Operations Manager to play a pivotal role in overseeing and optimising our client operations, ensuring seamless service delivery and fostering strong, long-lasting client relationships.

In this role, you will be coordinating across various departments, driving process improvements, and implementing best practices to enhance overall client satisfaction.

This role is a full time, permanent, hybrid position where you will work from our Aptia Leatherhead office, as well as from your home address.

This role will initially be offered as a 12 month fixed term contract.

What you'll be doing:

• Lead, coach, and motivate team members to meet event delivery targets using effective practices and adherence to policies.

• Ensure processes are followed and improved to maintain best practices, enhance efficiency, and boost client profitability.

• Continuously improve service quality through controlled process enhancements and effective SLA management.

• Set and achieve client performance targets by creating and implementing team plans.

• Maintain a forward planning schedule to balance resources with demands and manage daily workloads to meet national targets.

• Monitor project income, manage resources, and align headcount with client needs to optimise profitability.

• Handle monthly/quarterly billing and ensure additional work is billed according to contracts.

• Manage the team's expense budget.

• Plan and manage resource capacity to ensure smooth service delivery and adjust for workload fluctuations.

What we're looking for:

• Strong operations management background within a Pensions Administration environment.

• Experience with client-facing service delivery.

• Budget and client profitability management experience.

• Experience with client revenue generation and fee negotiation.

• A strong people manager with a track record of developing high performing teams.

• Experience managing and implementing change.

• Pensions knowledge is desirable.