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Operations Manager

Posted: 29 Nov 2021 Closes: 29 Dec 2021
Home-Based - GBR Competitive
Permanent & Full-time CAP_10049707

Operations Manager

Manages the day-to-day operations of all shifts of a large facility or multiple manufacturing facilities.

Job title:
Operations Manager

Job Description:

Job Purpose
  • To participate and support the business strategy for Pensions/Benefits' Administration based on the core strategic objectives; simplify, strengthen and succeed
  • To take accountability for the whole service delivered to our client. To ensure that all teams, whatever site they work on and whatever operational service they provide, work to the same high standards and objectives that meet the member and client expectations
  • Demonstrate a year on year improvement to member and client satisfaction levels
  • Deliver contractual service SLA's
  • Deliver a year on year improvement in performance which includes financial metric, automation and people metrics through the coaching and mentoring of Team Managers
  • Be an ambassador of the Capita company values
  • To lead and motivate groups of employees (< 60) through effective and appropriate communication channels whilst delivering clear succession plans to support development and sustainability
  • To work collaboratively with your peer group to manage, assess and mitigate any business risks whilst ensuring the service delivered to your client is appropriate, compliant and meets contractual standards
  • To support and develop Team Managers to deliver against their key objectives
  • Support delivery of a year on year business plan which provides incremental growth in sales and profit creating sustainability for the sub-pillar and the wider division
  • To support both Capita and client change programmes and allocate resource accordingly whilst maintaining contractual service requirements

Key Accountabilities
  • Manage a member centric led operation that drives to achieve excellent levels of satisfaction through ownership and accountability being at the heart of all interactions
  • Lead the team by example. Manage performance of the Team Managers and ensure that our best practice approach to people management is followed and that the Manager Toolkit is utilised for all areas of performance and career development
  • Matrix management of all areas of service to your client to ensure that the same standard of people management, member engagement and accountability/ownership is delivered right across the whole service to the client
  • Accountable for delivery against divisional regulatory compliance. Drive a culture of compliance that ensures all regulatory controls are adhered to whilst minimising risks to the business
  • Accountable for delivery against contractual KPIs and quality measure
  • Driving a culture of continuous improvement that continuously looks for better ways to look after our members
  • Maintain and deliver a robust governance infrastructure that effectively mitigates key business risks within your span of control

Responsibilities will include
  • Being an ambassador of the Company values of Capita and your client
  • Own and improve employee engagement across own team
  • Be a coach and mentor to Team Managers within own team and wider Pensions and Benefits Team
  • Manage improve the performance (quality, financial, performance) of the teams across your business area
  • Manage your business area through practical understanding of all systems and processes; a detailed knowledge of the operational structure and the teams and personnel involved in the delivery of the service; creating a positive working environment for all
  • Monitoring performance objectives for all direct reports and their teams
  • Accurately interpret all operational and financial MI and translate this into meaningful and concise actions and plans to:
    • Address out of line situations
    • Review resource and capacity planning requirements and forecasts
    • Drive continuous improvement
  • Produce reports to the Client Services Director and Head of Operations within the agreed timeframe
  • Attend Client Governance meetings and Internal Operations Governance meetings

Organisation Chart & People Responsibility
  • Reports to: Client Services Director
  • Direct Reports: Team Managers
  • Span of control: < 65 staff

Scope of the role - UK

Key Relationships
  • Directors
  • HROP's
  • Clients
  • Direct Reports
  • Functional Leads

Financial and Legal Responsibilities
  • FCA regulatory compliance

Person Specification

  • Passionate about delivering a great customer experience in a complex/regulated environment
  • Pensions/Benefits Administration experience
  • Regulatory compliance and risk management
  • Ability to build and maintain positive working relationships at all levels with internal and external stakeholders and clients
  • Ability to lead and motivate others - direct reports and teams within a matrix management structure
  • Ability to influence others
  • Collaborative approach to working
  • Strong communication skills at all levels
  • Ability to coach direct reports to improve performance of self and others
  • Understanding of varying administration platforms
  • Attention to detail
  • SLA/KPI management
  • Ability to interpret MI and project reporting to deliver improvements in customer experience
  • Identifying the need for change and contributing to driving change forward across own team
  • Continuous improvement mindset
  • Ability to and experience in managing change and operational sponsorship of Client Change projects.

  • Experience of running an in-house pension scheme
  • Advanced Diploma in Retirement Provision
  • Diploma in Retirement Provision
  • Retirement Provision Certificate
  • Certificate in Pensions Calculations
  • Certificate in Pensions Essentials
  • FA2 Pensions Administration

Home-Based - GBR
United Kingdom

Time Type:
Full time

Contract Type:
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