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Job Title: Operations Manager - Service Desk Management
Role Type: Contract - FTC
Contract Length: 3-6 months (Initial)
Our client is seeking an Operations Manager, who will be responsible for managing a team across three distinct areas. The key focus will be to streamline work flows, implement best practices, and ensure the team delivers exceptional service to internal stakeholders.
Key Responsibilities:
- Lead and manage a team of 20 people, split across three distinct areas:
- New business for pension schemes (handling incoming requests)
- Admin support desk (ticketing systems and issue resolution)
- Project work activities (team management and project delivery)
- Establish and enforce operational standards, processes, and KPIs to improve team efficiency and service quality.
- Oversee the day-to-day operations of the Service Desk, ensuring service levels are consistently met and exceeded.
- Monitor team performance, provide regular feedback, and conduct performance reviews to support personal development.
- Identify areas for improvement and lead initiatives to streamline processes and enhance service delivery.
- Foster a collaborative and positive work environment across all teams.
- Work closely with senior management to ensure alignment with company goals and priorities.
- Manage escalations effectively and ensure timely resolution of complex issues.
- Regularly report on team performance, operational trends, and areas for improvement.
Essential Skills:
- Strong people management skills with experience leading cross-functional teams.
- Experience in operations management, ideally within a service desk or IT support environment.
- A background in pensions administration, financial services, or insurance is highly desirable.
- Proven ability to manage complex work flows, set operational standards, and drive continuous improvement.
- Exceptional organisational skills with the ability to prioritise and manage multiple tasks.
- Excellent communication and interpersonal skills to engage with both internal teams and senior management.
- Experience working with ticketing systems and supporting team collaboration tools.
Desirable Experience:
- Previous experience working in a pensions admin, financial services or insurance environment.
- Familiarity with project management tools and methodologies.
- Strong problem-solving skills and a solution-oriented mindset.
If this sounds like the role for you, submit your CV for consideration and apply now!
