Nest Pensions
Senior Service Quality Manager
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Senior Service Quality Manager
Director of Operations Assurance
Role Overview
In this role, you’ll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations. You’ll sit at the heart of how we assure customer outcomes—combining insight from quality reviews, customer feedback, complaints, and operational data to form a clear, evidence-based view of performance.
Key Responsibilities
- Work across teams and with third-party partners to challenge performance and identify where things are going wrong, driving meaningful improvement.
- Lead deep-dive reviews of customer journeys, shape how we measure service quality, and ensure actions improve outcomes for members.
- Play a key role in major change and product releases, including:
- Providing assurance before new services go live.
- Assessing performance of live services.
- Build and lead a high-performing service quality function, including:
- Coaching teams.
- Improving consistency of approach.
- Strengthening data and insight usage.
- Work closely with Customer Experience, Service Delivery, Risk, and senior stakeholders to translate complex insights into clear direction, directly shaping Nest’s member outcomes.
- This is a highly visible role, requiring strong stakeholder engagement and influence.
Requirements
Minimum Criteria
The candidate must have:
- Proven experience leading quality assurance, audit, control testing, or service review activity in a complex service environment.
- Experience designing or evolving quality frameworks, scorecards, review methodologies, or assurance approaches that ensure consistent, credible oversight.
- Strong analytical capability, including:
- Interpreting multiple sources of quality, operational, and customer insight.
- Identifying patterns and root causes.
- Drawing balanced, evidence-based conclusions.
- Experience producing clear reporting for senior stakeholders, with an ability to:
- Translate detailed findings into practical implications and recommendations.
- Experience working with operational leaders and third-party partners to:
- Address service risks.
- Improve controls and strengthen customer outcomes.
- Experience leading or developing specialist assurance resources, including:
- Setting direction and strategy.
- Managing team performance.
- Supporting capability growth.
- Experience in pensions, financial services, complaints handling, or a regulated environment would be beneficial.
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About Us
Nest’s Mission
Nest is an award-winning workplace pension scheme, the largest in the UK, established by the government to provide a pension for every worker.
Core Values
- Responsible investment at its heart.
- Governance-backed service excellence.
- A commitment to diversity, inclusion, and flexibility.
Our Approach
- Responsible, member-focused triad: First-class investments + governance + operational rigor.
- Dynamic workforce where everyone can be their authentic self.
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Diversity, Equity, and Inclusion
We welcome applicants from all backgrounds and are committed to ensuring no applicant receives less favorable treatment due to:
- Age
- Disability (declared applicants receive support via our Disability Confident Leader scheme)
- Gender identity
- Marital status
- National origin
- Pregnancy or caring responsibilities
- Race
- Religion or belief
- Sex
- Sexual orientation
- Socioeconomic background
Flexible and agile working is available subject to role requirements, including:
- Hybrid work (Canary Wharf, London + home)
- Attendance expectation: office once–twice a week or as required
- Flexible hours/varying days
- Compressed hours
- Job sharing
Organisational Context
SAPE (Scheme Administration and Process Execution)
As part of the Services and Solutions (SaS) Directorate， SAPE is one of two operational teams handling:
- Retained key processes (e.g., Stage 2 disputes).
- Quality assurance of services delivered via third-party partnerships.
SaS Directorate
Merges operational delivery, technology, data, and change capabilities to deliver:
- Resilient, member-first services at scale.
- End-to-end service responsibility, including oversight of partners and scheme operations aligned to long-term strategy.
- Enterprise-wide leadership in operational resilience, continuous improvement, compliance, and member outcomes.
Additional Notes
- N/A, but see full job description (if needed).
- Potential early application closure due to high volume.
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