Job Description
* About the Role
Hybrid Opportunity – Dublin
We are currently expanding our Life and Pensions operation in Dublin and are seeking a highly skilled and experienced Senior Operations Manager to join our dymanic team. As Senior Operations Manager you will have overall responsibility for a new DC Group Pensions service being launched to a new client in September this year. You will lead the setup of the operational team and be responsible for service delivery across the following functions: customer contact (including web chat), back office policy administration and new business. You will lead a team of 12 indivudals, including a contact manager, who will support delivery of the service.
Responsibilities:
* Responsible for delivery of Operational services to SS&C clients in line with Service Level Agreements and Key Performance Indicators
* Comprehensive understanding of the BPO Contract and Service Level Agreements
* Lead team of 12 FTE to deliver a best in class DC pension offering
* Primary point of escalation for client and internal teams
* Oversight of all internal and external audits
* Ownership of internal and external audit actions
* Oversight of yearly process and procedure reviews
* Ensure that team process transactions compliantly and within industry and departmental standards, making sure that all requirements are met and continuously monitored.
* Management of workload and work queues, prioritising tasks to meet both external and internal deadlines, turnaround times and service standards whilst maintaining an appropriate quality standard
* Requirements:
* Holds Accredited Product Advisor (APA) qualification in Pensions, or demonstrates desire to attain qualification within 12 months (SS&C will sponsor)
* 3-5 years experience working in a similar role
* Excellent communication and interpersonal skills, with the leadership qualities to positively influence colleagues
* Extensive people management experience
* Well organized and methodical individual with experience of working to strict deadlines
* Excellent verbal reasoning and numeric skills
* Presents an appropriately professional image; communicates clearly, concisely, and diplomatically
* Problem solving and decision making skills over different levels of problems