Aptia Group
Deputy Operations Manager
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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.
The Role
As a Deputy Operations Manager, you will lead on quality service control, ensuring standards are maintained and best practices are implemented.
You will support the Operations Manager in overseeing the delivery of a dedicated ringfenced team in a fast paced and dynamic environment. This will include overseeing the daily clearance of all work activities, coaching junior colleagues on challenging situations and driving process improvements. Additionally, you may be involved in overseeing scheme events and conducting quality control reviews. You will report directly to the Operations Manager.
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What you’ll be doing:
- Oversee work allocation, process adherence, and operational improvements to enhance team efficiency and client profitability.
- Manage and escalate issues, errors, and complaints, ensuring timely resolution and continuous service enhancement in coordination with the Operations Manager.
- Lead or contribute to root-cause analysis for recurring issues, ensuring sustainable process improvements are implemented.
- Stay informed on technical, procedural, and legislative updates, ensuring service delivery aligns with scheme rules and client-specific changes.
- Identify and capitalize on revenue opportunities, ensuring additional work is billed according to contractual obligations.
- Coach team members on client budget work and contribute to contract and fee reviews to enhance profitability and recovery where required.
- Coach and guide junior colleagues to take ownership of service delivery and develop into a high-performing team.
- Participate in solution creation, project implementation, and provide direction on complex cases.
- Monitor and address training needs, conduct performance reviews, and adapt to work demands as needed.
- Oversee client Stewardship Reports, manage scheme event processing, and present periodic reports at Trustee and Administration meetings as required.
- Communicate changes to work schedules due to client demands and support compliance with internal and external audit requirements by ensuring actions are completed and controls remain effective.
- Develop client relationships, lead operational aspects of client projects, and potentially participate in new business pitches.
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What we’re looking for:
- Strong client and trustee liaison skills, with the ability to develop relationships internally and externally.
- Expertise in pensions calculations with a high standard of accuracy, and a deep understanding of member calculation processes.
- Advanced technical knowledge of UK pensions legislation, scheme types, and the ability to communicate effectively with clients, Trustees, and members.
- Experience in supporting change implementation, process analysis and improvement, and managing budgets and client profitability for certain allocated clients.
- Strong communication, analytical problem-solving, and team collaboration skills, with the ability to work effectively across teams and motivate others.
If you are interested in this role and then we’d love to hear from you. Please go ahead and click apply to submit your CV.
Aptia is committed to celebrating the diversity of its employees and are proud to be an Equal Opportunities employer. We strive to create a workplace where all colleagues feel they belong and are supported to succeed in their roles. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to email us at Recruitment_UK@aptia-group.com.
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