Operations Manager

Job Title: Operations Manager - Service Desk Management
Role Type: Contract - FTC

Contract Length: 3-6 months (Initial)

Our client is seeking an Operations Manager, who will be responsible for managing a team across three distinct areas. The key focus will be to streamline work flows, implement best practices, and ensure the team delivers exceptional service to internal stakeholders.

Key Responsibilities:

• Lead and manage a team of 20 people, split across three distinct areas:

1. New business for pension schemes (handling incoming requests)
2. Admin support desk (ticketing systems and issue resolution)
3. Project work activities (team management and project delivery)

• Establish and enforce operational standards, processes, and KPIs to improve team efficiency and service quality.
• Oversee the day-to-day operations of the Service Desk, ensuring service levels are consistently met and exceeded.
• Monitor team performance, provide regular feedback, and conduct performance reviews to support personal development.
• Identify areas for improvement and lead initiatives to streamline processes and enhance service delivery.
• Foster a collaborative and positive work environment across all teams.
• Work closely with senior management to ensure alignment with company goals and priorities.
• Manage escalations effectively and ensure timely resolution of complex issues.
• Regularly report on team performance, operational trends, and areas for improvement.

Essential Skills:

• Strong people management skills with experience leading cross-functional teams.
• Experience in operations management, ideally within a service desk or IT support environment.
• A background in pensions administration, financial services, or insurance is highly desirable.
• Proven ability to manage complex work flows, set operational standards, and drive continuous improvement.
• Exceptional organisational skills with the ability to prioritise and manage multiple tasks.
• Excellent communication and interpersonal skills to engage with both internal teams and senior management.
• Experience working with ticketing systems and supporting team collaboration tools.

Desirable Experience:

• Previous experience working in a pensions admin, financial services or insurance environment.
• Familiarity with project management tools and methodologies.
• Strong problem-solving skills and a solution-oriented mindset.

If this sounds like the role for you, submit your CV for consideration and apply now!