Aptia Group
Operations Director - BPA
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Operations Director - Bulk Purchase Annuity Team
Aptia are looking for an experienced Operations Director to join the Bulk Purchase Annuity team within the Pensions Administration business and play a key role in shaping operational performance, driving continuous improvement, and delivering exceptional service for our clients and members.
You will lead operational delivery across a portfolio of pension administration clients, ensuring high-quality service, strong governance and consistently excellent customer outcomes. You'll be responsible for driving operational excellence, managing risk effectively and embedding a culture of continuous improvement across your teams.
Working closely with the Portfolio Owner, Client Directors and senior stakeholders, you'll be instrumental in identifying opportunities to improve efficiency, optimise resources and support strategic business growth.
This is a hybrid working position and can be aligned with any Aptia UK office.
Key Responsibilities
- Leading and developing Operations Managers and pension administration teams across your portfolio.
- Monitoring productivity, utilisation and capacity planning to ensure effective resource management and service delivery.
- Supporting workforce planning, recruitment and retention strategies to meet current and future demand.
- Driving a culture of continuous improvement by reviewing processes, controls and operational performance metrics.
- Analysing management information, identifying trends and implementing solutions that improve operational effectiveness.
- Managing service improvement and recovery plans for clients requiring additional support.
- Monitoring complaints, errors, audit findings and regulatory requirements to minimise risk and improve outcomes.
- Leading the implementation of legislative, regulatory and business change initiatives across your portfolio.
- Supporting colleague development through coaching, mentoring and training initiatives.
- Building strong relationships with internal and external stakeholders to ensure outstanding client service.
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Requirements
- Proven Operations leadership experience within the pensions administration industry.
- Strong operational delivery and service management background.
- Experience managing resources, utilisation and workforce planning.
- Deep understanding of pension and insurer governance - ideally within the BPA space.
- Demonstrable experience leading business improvement and transformation programmes.
- Experience managing budgets and financial performance.
- Strong understanding of insurer pension administration, including buy-in and buy-out arrangements.
- Exceptional leadership and people management capability.
- Strong commercial awareness and business acumen.
- Analytical mindset with excellent attention to detail.
- Confident decision-maker with a proactive, solutions-focused approach.
- Outstanding planning, organisational and prioritisation skills.
- Excellent stakeholder management and relationship-building abilities.
- Passion for delivering outstanding outcomes for clients, members and policyholders.
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