Marsh McLennan
Operations Manager
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Operations Manager - Service Resolution and Customer Experience
Company:
Marsh
Description:
We are seeking a talented Operations Manager to join our Service Resolution and Customer Experience team at Now: Pensions (part of Marsh). This role will be based out of our city centre-based Nottingham office. This is a hybrid role that has a requirement of working a minimum of 2 days a week in the office.
The Operations Manager for Service Resolution will be required to provide oversight of the day to day running of a busy department that handles the complaints (both formal and initial), Trust Pilot and social media responses, and Discretionary decision reviews on behalf of the Trustee. Additionally, the department performs root cause analysis, assists in project work and devises and maintains its own processes, reporting packages and Quality structure.
As the Operations Manager, they will be required to maintain the department's smooth running whilst looking for ways to continuously enhance performance and delivery, inside strict departmental budgets. There will be a need to adapt messaging and present effectively to various wider stakeholder audiences, and to maintain a positive and collaborative working environment.
We will count on you to:
- Oversee the day-to-day operation of a high-volume Service Resolution function handling complaints (initial and formal), Trustpilot and social media responses, and Discretionary Decision Reviews on behalf of the Trustee.
- Continuously improve team performance and service delivery while operating within strict departmental budgets.
- Maintain and enhance service levels across all departmental deliverables, supported by strong reporting, quality controls, and governance routines.
- Deliver clear, impactful communications and presentations to a range of stakeholders (including Trustee, Strategists, TPO, and TPR) and represent the function in internal/external forums.
- Drive root cause analysis, contribute to project work, and own the development/maintenance of operational processes, policy updates, and reporting packs—leveraging data, automation, and AI where appropriate.
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What you need to have:
- 3+ years of people management experience, ideally within a complaints environment.
- Strong written and verbal communication skills, including experience creating and presenting in a professional setting.
- Ability to remain calm under pressure and sustain service delivery in a fast-paced environment.
- Demonstrated commitment to building a psychologically safe, collaborative team environment with a coaching/development mindset.
- Strong working knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
What makes you stand out:
- Proven experience running complaints teams in financial services and/or operating as an Operations Manager.
- Understanding of Trustpilot and social-media-led customer engagement and reputation management.
- Experience working in a regulated environment, including GDPR considerations.
- Degree-level education or higher professional qualification.
- Strong capability with AI and operational tooling such as Power BI, Visio, and Microsoft automation solutions (e.g., Power Automate).
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
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Marsh (NYSE: MRSH)
Marsh is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.
Commitment to Diversity and Inclusion
Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@marsh.com.
Hybrid Work Policy
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
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