OPERATIONS SUPPORT MANAGER
Overall purpose of the job:
The Operations Support Manager will act as a central point of support across all operations functions, including Admin, Reporting, Dealing Support, Reconciliations and Payments, and the Director of Operations. The role directly manages the Incidents and Complaints Analyst as well as the Operations Project and Operational Compliance Analyst.
This is a varied and hands‑on position requiring strong problem‑solving skills, the ability to prioritise across competing needs, and a collaborative approach. The ideal candidate will bring knowledge of pensions administration, a keen eye for process improvement, and a passion for delivering excellent customer outcomes aligned with Consumer Duty principles.
Main Activities & Responsibilities
* Line management of three analysts covering various responsibilities in support of the operational teams.
* Act as a point of escalation for complex operational issues and complaints.
* Provide day‑to‑day support and cover operational teams across Admin, Reporting, Dealing Support, Reconciliations and Payments, as well as the Director of Operations.
* Collaborate with team leaders/managers to identify and resolve process blockers or inefficiencies.
* Coordinate cross‑departmental support and cover for operational priorities and ad hoc projects.
* Support the collation, analysis, and presentation of operational MI to the Director of Operations and senior management.
* Maintain trackers for incidents, complaints, and other operational metrics.
* Identify opportunities for continuous improvement within operations processes.
* Lead or contribute to operational change initiatives, including process re‑design and system enhancements.
* Monitor for potential areas of operational risk and escalate as needed.
* Lead the annual reviews of all customer literature such as Terms & Conditions and Key Features documents and propose changes where required for better customer understanding in support of Consumer Duty.
* Coordinate internal and external audits ensuring that each business area provides requested samples by set deadlines, and act as the liaison point where necessary with clients/auditors.
* Prepare applications to join any industry bodies, ensuring that the operational teams meet the entry criteria and coordinate any external reviews to support applications.
* Attend the Risk Committee meetings when appropriate and assist the operational teams with mitigation measures.
* Ownership of the full end to end transaction reporting requirements across wider business teams.
* Collation and analysis of MI from Operational Teams to support the annual Consumer Duty outcomes report.
Knowledge, Skills, and Personality
Essential:
* Experience in pensions administration or financial services operations.
* Proven team management or supervisory experience.
* Strong understanding of incident and complaint handling best practices.
* Excellent organisational and multitasking skills.
* Ability to analyse MI and draw insights for performance improvement.
* Effective communication and stakeholder engagement skills.
* Customer‑centric mindset with a commitment to delivering good outcomes.
* Proactive and solutions‑focused.
* Resilient and calm under pressure.
Desirable:
* Knowledge of FCA requirements, particularly Consumer Duty.
* Familiarity with reconciliation and payment processes.
Education, qualifications, and special training
* A qualification in pension administration is highly desirable.
Location & Hours
This role will predominantly be based out of our Peterborough office, but travel will be required to our Nottingham office when necessary.
Quai Digital
16 Tesla Court, Innovation Way, Peterborough, PE2 6FL
The Shire Hall, High Pavement, Nottingham, NG1 1HN
35 hours per week, Monday to Friday 9am to 5pm
Hybrid working is supported with 2/3 days in the office
Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.
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