We are looking for an experienced Senior Operations Manager to lead our Service Operations team in Chesterfield. This is a key leadership role responsible for driving operational performance, enhancing member experience, and delivering strategic improvements across our pension services. You’ll be a vital link between frontline teams, senior management, and third-party providers, championing change and continuous improvement.

Key Responsibilities

• Monitor service performance and KPIs to proactively address issues affecting member experience.
• Collaborate with Planning, Reporting & MI teams to align resources with demand forecasts and set operational priorities.
• Use data and analysis tools to support fast and informed decision-making.
• Manage escalations and implement preventative measures to reduce complaints and errors.
• Present service performance updates to senior stakeholders.
• Ensure processes and procedures are fit for purpose and aligned with Member Services goals.
• Drive improvements to ways of working that empower staff and reflect Brightwell’s RISE values.
• Partner with the Risk & Compliance and Operational Excellence teams to lead root cause analysis and quality improvements.
• Build a strong coaching and performance culture within the team.
• Manage attendance, leave, and staffing levels to meet KPIs and budget targets.

Person Specification

We’re seeking a leader with proven experience in operations management, ideally within a change-driven environment. You’ll bring strong analytical, communication, and relationship-building skills, along with a track record of leading high-performing teams. PMI qualification (or working towards it) is essential, and experience in the pensions industry, particularly with defined benefit, defined contribution, or hybrid schemes, is highly desirable.