Job Description
Job Title:
Operations Support Manager
Salary:
Competitive
Location:
Hybrid in Peterborough
Vargo is recruiting for a fast-growing fintech business specialising in pensions and investments.
You will be a hands-on Operations Support Manager to provide central support. This varied role demands strong problem-solving, prioritisation, and collaboration skills, with a focus on pensions administration, process improvement, and delivering excellent customer outcomes in line with Consumer Duty.
Key Responsibilities
* Manage a team of three analysts and act as escalation point for complex issues and complaints.
* Provide operational support across functions and to the Director of Operations.
* Resolve process blockers, coordinate cross-team projects, and manage cover arrangements.
* Collate, analyse, and present operational MI; maintain trackers for incidents, complaints, and metrics.
* Drive continuous improvement, process redesign, and system enhancements.
* Monitor and escalate operational risks; lead reviews of customer literature.
* Coordinate audits, liaise with clients/auditors, and manage industry body applications.
* Attend Risk Committee meetings and oversee transaction reporting.
* Compile MI for the annual Consumer Duty outcomes report.
Requirements
* Pensions administration or financial services operations background.
* Proven leadership or supervisory experience.
* Strong incident and complaint handling skills.
* Excellent organisation, multitasking, and MI analysis abilities.