Operations Manager
Role Overview
Join the Service Resolution and Customer Experience team at Now: Pensions, part of Marsh.
Oversee a busy department handling complaints, Trustpilot and social media responses, and discretionary decision reviews for the Trustee.
Key Skills for This Role
Full Job Posting
Role overview
Join the Service Resolution and Customer Experience team at Now: Pensions, part of Marsh.
Oversee a busy department handling complaints, Trustpilot and social media responses, and discretionary decision reviews for the Trustee.
Workplace
- Based in the Nottingham city-centre office with a hybrid arrangement requiring at least two office days per week.
Responsibilities
- Oversee day-to-day operations of the high-volume Service Resolution function.
- Improve team performance and delivery within strict departmental budgets.
- Maintain service levels through reporting, quality controls, and governance routines.
- Communicate and present to stakeholders, including the Trustee, Strategists, TPO, and TPR; represent the function in forums.
- Drive root cause analysis and contribute to projects.
- Develop and maintain operational processes, policy updates, and reporting packs, using data, automation, and AI where appropriate.
- Maintain smooth departmental operations and a positive, collaborative working environment.
What you need to have
- At least 3 years of people-management experience; complaints-environment experience is ideal.
- Strong written and verbal communication, including professional presentations.
- Remain calm under pressure and sustain service in a fast-paced environment.
- Build a psychologically safe, collaborative team with a coaching and development mindset.
- Strong working knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
What makes you stand out
- Complaints-team experience in financial services and/or experience as an Operations Manager.
- Understanding of Trustpilot, social-media customer engagement, and reputation management.
- Regulated-environment experience, including GDPR considerations.
- Degree-level education or a higher professional qualification.
- Capability with AI and tools such as Power BI, Visio, or Power Automate.
About the employer
Now: Pensions is part of Marsh. Marsh describes itself as a global provider of risk, reinsurance and capital, people and investments, and management consulting services.
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