Operations Manager coordinating project team staffing and capacity at Ekimetrics. Working with HR and delivery teams to ensure effective resource allocation and workload balance.
About the role
- Pensions Operations Manager overseeing member services for 300,000 colleagues in one of UK's largest pension portfolios. Ensuring high-quality service delivery and operational excellence.
Responsibilities
- Provide day‑to‑day operational oversight of WTW, ensuring service delivery aligns to agreed standards and member expectations
- Manage delegated, judgement‑based member case decisions, including the handling of complex and sensitive complaints
- Respond to risk events, ensuring issues are thoroughly investigated, addressed and resolved in line with governance requirements
- Embed operational changes and improvements safely and effectively into BAU processes
- Work closely with suppliers, advisers and internal stakeholders to drive continuous service improvement
- Support the delivery of good member outcomes through robust controls, clear decision‑making and a strong customer focus
Requirements
- Experience in pensions operations, member services or a related financial services environment
- Confidence making judgement‑based decisions in complex or sensitive member cases
- A solid understanding of risk management, controls and issue resolution
- The ability to embed change safely into live operational environments
- Managing pension‑related complaints or escalations
- Experience operating within a Trustee‑led governance framework
- Knowledge of continuous improvement methodologies
- A strong working background in UK Defined Benefit/Final Salary pensions
- Experience of implementing AI/Technology to improve day-to-day activities, reporting, or otherwise
- Extensive experience carrying out a similar role with a Third-party Administrator or in-house pension scheme
Benefits
- A generous pension contribution of up to 15%
- An annual performance‑related bonus
- Share schemes, including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days holiday entitlement, plus bank holidays
- A range of wellbeing initiatives and generous parental leave policies
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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