Brightwell is the primary service provider providing fiduciary management services, member services, operational and secretariat services to the £37bn BT Pension Scheme (BTPS), one of the largest private sector pension schemes in the UK with c.260,000 members. Brightwell also provides fiduciary management services to the defined benefit section of the EE Pension Scheme which has c.£1bn AUM and 8,000 members.
We are currently recruiting an Operations Manager that will be responsible for the effective day to day performance oversight and management of direct reports. Where quality and service level targets are not being met it is crucial that the relevant action is taken to investigate and adjust resources or target improvements.
The role of Operations Manager is vital in terms of maintaining service through periods of fluctuating demand and to efficiently utilise administration resources. It requires strong leadership, communication and influencing skills as well as operational experience. The ability to thrive in an environment where tactical decision making is key to maintaining the balance between quality of service and efficiency is part of the everyday. The Operations Manager will role model our values.
Main tasks & responsibilities:
* Proactively monitor performance through use of KPIs to anticipate and address issues impacting Member Experience and operational effectiveness.
* Oversight of day-to-day team activity ensuring continuity of service through routines which include daily huddles, check ins with direct reports, review of Power BI.
* Deal with escalations and put in place plans to avoid repeated escalations, complaints, errors and breaches.
* Prepare regular service performance updates to Senior Operations Manager.
* Ensure fit for purpose processes and procedures are in place to meet Member Services goals and plans.
* Implement improvements to ways of working across Member Services that empower staff and reinforce Brightwell’s values and behaviours.
* Work in partnership with Risk & Compliance and Operational Excellence functions to undertake root cause analysis and drive process improvement/quality standards.
* Establish a strong coaching and performance culture, which empowers direct reports increasing their capability and performance.
* Set goals, objectives and quality standards for direct reports and support individuals to make it happen
* Recognise and reward outstanding performance across Member Services and work with colleagues to provide feedback and support to address individual performance issues.
* Monitor and manage attendance to include overtime, annual leave and absenteeism.
Accountable for:
* A programme of continuous improvement initiatives devised through robust root cause analysis of casework, calls and emails targeted at increasing efficiency and improving member service.
* Directing team to execute quality assurance checks to drive performance improvement in casework and at first point of contact at both an individual and team level.
* Evidence, that direct reports are adhering to processes together with action plans to address areas where improvements are required.
* An empowered and motivated team.
* A learning and development plan for direct reports which increases capacity through cross skilling and ongoing skills maintenance.
Essential Knowledge, Skills & Experience:
* Experience in operations
* Experience of identifying and driving continuous improvement
* Experience of successfully leading a team responsible for delivery of service to a high standard
* Strong relationship skills with the ability to communicate / interact at all levels within the organisation
* Strong diagnostic, analytical and process skills
* Ability to work under pressure
* Proven management experience with strong leadership skills – a role model
* PMI qualified or working towards qualification.
* The candidate will have solid experience in operations
* In-depth knowledge of all Microsoft Office software
* A positive and professional attitude
* The ability to work to deadlines and manage workload appropriately
Desirable Knowledge, Skills & Experience
* Experience of leading teams under a matrix management structure (leading both direct and non-direct reports in the delivery of desired outcomes)
* Proven management experience in the pensions industry
Have a working knowledge of:
* Scheme rules and practices
* HMRC rules and regulations
* Pensions and related employer legislation
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Free parking
* Life insurance
* On-site parking
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Chesterfield: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Chesterfield
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