Deputy Operations Manager

Job Description

Responsibilities

• Lead on quality service control, ensuring standards are maintained and best practices are implemented.
• Support the Operations Manager in overseeing the delivery of a dedicated ringfenced team in a fast paced and dynamic environment.
• Oversee the daily clearance of all work activities, coach junior colleagues on challenging situations and drive process improvements.
• Oversee scheme events and conduct quality control reviews.
• Oversee work allocation, process adherence, and operational improvements to enhance team efficiency and client profitability.
• Manage and resolve issues, errors and complaints, ensuring timely resolution and continuous service enhancement in coordination with the Operations Manager.
• Lead or contribute to root cause analysis for recurring issues, ensuring sustainable process improvements are implemented.
• Stay informed on technical, procedural and legislative updates, ensuring service delivery aligns with scheme rules and client specific changes.
• Identify and capitalize on revenue opportunities, ensuring additional work is billed according to contractual obligations.
• Coach team members on client budget work and contribute to contract and fee reviews to enhance profitability and recovery where required.
• Coach and guide junior colleagues to take ownership of service delivery and develop into a high performing team.
• Participate in solution creation, project implementation, and provide direction on complex cases.
• Monitor and address training needs, conduct performance reviews, and adapt to work demands as needed.
• Oversee client Stewardship Reports, manage scheme event processing, and present periodic reports at Trustee and Administration meetings as required.
• Communicate changes to work schedules due to client demands and support compliance with internal and external audit requirements by ensuring actions are completed and controls remain effective.
• Develop client relationships, lead operational aspects of client projects, and potentially participate in new business pitches.

Qualifications

• Strong client and trustee liaison skills, with the ability to develop relationships internally and externally.
• Expertise in pensions calculations with a high standard of accuracy, and a deep understanding of member calculation processes.
• Advanced technical knowledge of UK pensions legislation, scheme types, and the ability to communicate effectively with clients, Trustees, and members.
• Experience supporting change implementation, process analysis and improvement, and managing budgets and client profitability for specific allocated clients.
• Strong communication, analytical problem solving and team collaboration skills, with the ability to work effectively across teams and motivate others.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.