Operations Director

Aptia has a unique opportunity for an Operations Director to join the team.

The Operations Director is responsible for ensuring the quality of administration services delivered, aligning with best practice and to set the bar for consistently high operational standards.

You will also play a lead role in driving change across operations to consistently enhance service while managing risk in a robust manner.

This role will work a hybrid working pattern, ideally aligned to our Chichester offices, however we are flexible on location within the UK.

What you’ll be doing:

As a key part of the leadership team within our Operations function, you will identify and implement appropriate development and operational effectiveness plans across the Portfolio and nationally, to achieve targeted performance goals, whilst at the same time, mitigating business and commercial risk.

You will report to the Chief Operating Officer.

Key responsibilities:

• Monitor Productivity & utilisation trends and identify issues/areas for improvement. Challenge capacity planning process and assess actual v plan. Work with Client Directors and Portfolio Owners to identify opportunity to help manage cost/resource across the portfolio and nationally. You will use this data to support recruitment and retention in line with agreed resourcing plans ensuring efficient resource utilisation.
• Continually review all processes and propose efficiencies/improvements.
• Continually review of all available MI to highlight any issues or trends. Produce a monthly report highlighting areas of concern or areas of best practice. Share across the Ops Director network to ensure consistency.
• Review NPS themes across processes, identifying local differences and propose process changes. Locally, review NPS themes across clients and, in collaboration with the wider team, propose scheme specific changes.
• Monitor rework rates/E&Os/Complaints and identify trends. Work with the team to address issues. Ensure national themes are fed back through the internal network.
• Monitor disclosure cases locally, flagging potential breaches. Ensure timetable for all cyclical & legislative tasks is adhered to. Work with the team to identify trends that need addressing through process changes or training.
• In conjunction with the wider team, facilitate right shoring in line with national plans.
• Review results of internal & external audits to identify training needs or process failures. Work with the internal team to address emerging issues. Monitor completion of action plans.
• Ensure robust client recovery and improvement plans are in place for clients at risk.
• Ensure colleague training (including compliance training) across the Portfolio is delivered in line with the training plans, working as required with colleagues in other teams.
• Support Client Directors with colleague performance management, in line with the Company’s procedures.
• Encourage mentorship and the continuous development of colleagues across the Portfolio, supporting our more junior Operations colleagues with their development into role.

What we’re looking for:

• Proven background in operational delivery within the Pensions Administration and/or Consulting industry
• Experience with resource management and utilisation principles.
• Deep knowledge of pension governance.
• Business improvement and transformation experience.
• P&L and budget management experience.
• Someone dedicated to achieving the best results for our clients and members.
• Deep understanding of the challenges for employers, trustees and members.
• Strong leadership skills, able to influence and motivate others effectively.
• Solutions focussed and problem-solving skills.
• Strong communication and relationship building skills – both internally and externally.
• Planning and organisational skills – able to work with process and prioritise.
• Proactive approach to service delivery and commitment to positive client outcomes.
• Analytical, with strong attention to detail.
• PMI qualifications, on-offshore operational delivery experience and employee benefits experience would also be desirable.