Operations Manager

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.

In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.

And we are expanding. Aptia Group is not only fuelled 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. These 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.?

If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.

Job Requirements

We are looking for an Operations Manager to play a pivotal role in overseeing and optimising our client operations, ensuring seamless service delivery and fostering strong, long-lasting client relationships.

In this role, you will be coordinating across various departments, driving process improvements, and implementing best practices to enhance overall client satisfaction.

This role is a hybrid position where you will work from our Aptia Edinburgh office, as well as from your home address.

What you’ll be doing:

• Lead, coach, and motivate team members to meet event delivery targets using effective practices and adherence to policies.
• Ensure processes are followed and improved to maintain best practices, enhance efficiency, and boost client profitability.
• Continuously improve service quality through controlled process enhancements and effective SLA management.
• Set and achieve client performance targets by creating and implementing team plans.
• Maintain a forward planning schedule to balance resources with demands and manage daily workloads to meet national targets.
• Monitor project income, manage resources, and align headcount with client needs to optimise profitability.
• Handle monthly/quarterly billing and ensure additional work is billed according to contracts.
• Manage the team's expense budget.
• Plan and manage resource capacity to ensure smooth service delivery and adjust for workload fluctuations.

What we’re looking for:

• Strong operations management background within a Financial Services environment.
• Experience with client-facing service delivery.
• Budget and client profitability management experience.
• Experience with client revenue generation and fee negotiation.
• A strong people manager with a track record of developing high-performing teams.
• Experience managing and implementing change.
• Pension knowledge is desirable.

If this sounds like your ideal next role, please apply with your CV.