Senior Operations Manager in Crawley

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

EQ Retirement Solutions are seeking a Senior Operations Manager to work within a growing team responsible for delivering industry leading Bulk Purchase Annuity (BPA) and Individual Annuity (IA) services to a strategic account. Reporting into the BPA Operations Leader you should have a minimum of 10 years' experience in the pensions industry, ideally in BPA and/or in the Defined Benefit Pension Scheme Administration; with relevant experience and understanding of the IA market.

This is a newly created role supporting the fast growth of this administration team and requires an experienced candidate with relevant experience of working face to face with clients and other key internal stakeholders. Part of this role will also include building the team to support future growth opportunities, continuous improvement, developing the operational target operating model and embedding administration further capabilities from a right-shored administration team.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Supporting the Operations Leader with the management, development and co-ordination of the team to ensure the daily, weekly, and monthly workload is consistently completed as a minimum, in line with agreed service standards and internal MI reporting.
• Ongoing relationship management and a key point of contact for interactions and escalations with internal stakeholders, the client and external member/policy holder servicing.
• Encourage and drive innovation from all personnel within the team
• Lead, motivate, develop and appraise team members, identifying and closing performance gaps whilst providing development opportunities
• Provide thought leadership and strategic input into the development of the ongoing target operating model, contributing to the design and development of innovative approaches and solutions in line with business and/or client needs. Establishing processes for managing and administering sufficient quality controls
• Support the Exec business unit owner to shape the operating model around future growth strategies.
• Ad-hoc activities as determined by Operations Leader and/or Exec business owner

The duties and responsibilities outlined above are to be regarded as broad areas of responsibility and do not necessarily detail all tasks which the post holder may be required to perform.

Skills, Capabilities and Attributes

The ideal candidate will have the below skills, capabilities and attributes essential or preferred

• A strong understanding and extensive experience in the pensions industry and a strong technical pensions and administration background, particularly in Bulk Purchase & Individual Annuities
• Natural ability to performance manage, lead, coach, motivate and engage team members
• Effective communication and people skills with the ability to develop positive and productive key relationships with both clients and colleagues
• Ability to present to senior stakeholders within the operational team and across the senior management colleagues in the division
• Ability to forecast resource and costs to achieve maximum productivity
• Experience of delivering exceptional customer service, improving standards and developing new procedures
• Strong organisational, planning and prioritising work capabilities
• Computer literate with a willingness to learn a variety of systems, strong numeracy and literacy skills.

What We Offer

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off - Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development - Investment in LinkedIn Learning for all colleagues.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks