About Aptia
Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.
With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.
Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.
And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.
Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.
Job requirements
Role Summary:The Operations Manager 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, aligned to our office i Leatherhead.Here's what you’ll be doing:- Supervise and manage the successful completion of day-to-day service delivery activities (such as requirement analysis, configuration, quality assurance, issue resolution, etc.) for client custom solutions or carrier delivery support services, ensuring alignment with the client requirements and established service-level agreements (SLAs)
- Monitor adherence to quality metrics and service level agreement (SLA) metrics, ensuring that operational controls are effectively implemented to meet or exceed established performance standards.
- Liaise and communicate with internal teams responsible for technical development and renewal management activities to ensure effective understanding of operational processes
- Collaborate with client delivery teams to develop and execute Go to Green plans for at-risk clients, ensuring alignment with organizational goals and client expectations.
- Work with Operations Leader to manage client change management activities (including scope creep), ensuring alignment with client expectation.
- Provide appropriate guidance to the Client/Carrier/Process Delivery teams in managing executive-level and sensitive client escalations and errors and omissions (E&O), while developing risk mitigation strategies.
- Assess the quality of roll-outs and ongoing operations to identify and implement process improvements to enhance service delivery.
- Facilitate the sharing of lessons learned from implementation and renewal efforts, promoting a culture of continuous improvement within the team.
- Proven background in operational delivery within the Pensions Administration industry.
- Experience with resource management and utilisation principles.
- Deep knowledge of pension governance.
- P&L and budget management experience.
- Strong leadership skills, able to influence and motivate others effectively.
- Analytical, with strong attention to detail.
How to apply
If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
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.
