DC Operations Manager

London | Hybrid – 2 days per week in the office

The Opportunity

An excellent opportunity has arisen for an experienced Defined Contribution pensions professional to join a well-established occupational pension scheme as a DC Operations Manager .

This is a broad and varied role with responsibility for supporting the effective operational delivery of the organisation's DC pension provision. Working closely with an outsourced DC administration provider , you will help ensure administration services are delivered accurately, efficiently and in accordance with agreed service standards, regulatory requirements and member expectations.

This isn't a traditional hands-on pensions administration position. Instead, you'll operate at an oversight and management level, taking responsibility for service delivery, complex operational issues, administration errors and remediation, provider relationships, controls, projects and continuous improvement.

You'll report to the Senior Operations Manager and work closely with colleagues across the wider pensions operation, while also managing and developing members of the internal team.

For someone with a strong background in DC pensions administration, operations, client/service delivery or provider management , this is an excellent opportunity to move into a broader role with significant responsibility and exposure across the organisation.

The Role

As DC Operations Manager, you'll take responsibility for the effective day-to-day operational management of the DC provision and work closely with the outsourced administration provider to ensure members receive a consistently high-quality service.

Your responsibilities will include:

• Overseeing the delivery of DC administration services and ensuring agreed service standards and procedures are achieved.
• Managing and developing the relationship with the outsourced DC administration provider.
• Reviewing service performance and ensuring required management information and reporting is delivered accurately and on time.
• Investigating and taking ownership of complex administration cases, errors and operational issues.
• Overseeing error rectification and remediation work, ensuring cases are completed within agreed service levels.
• Reviewing existing processes and recommending improvements to operational efficiency and member experience.
• Supporting the Senior Operations Manager across wider DC service delivery, business planning and strategic initiatives.
• Participating in and managing operational projects and change initiatives.
• Managing system and process testing, including regression, calculation, process and member-communication testing.
• Working collaboratively with other pensions and business teams to ensure effective end-to-end service delivery.
• Attending internal and external meetings with providers, advisers and other stakeholders.
• Supporting the preparation of management information, Board and Committee papers and presentations, including regular operational reporting.
• Managing and developing internal team members through regular 1:1s, performance reviews, coaching and training.

About You

We're looking for an experienced pensions professional with a strong understanding of Defined Contribution pension administration and operations .

You'll ideally have experience of working with or managing external administration providers, suppliers or significant pension scheme clients, together with the ability to build strong relationships and challenge service delivery appropriately.

Experience within a DC master trust, occupational pension scheme, third-party pensions administrator or pensions consultancy would be particularly relevant.

The following would be advantageous but is not essential for every candidate:

• Five or more years' experience within the pensions industry.
• PMI qualifications or equivalent pensions experience.
• Knowledge of relevant pensions legislation and The Pensions Regulator requirements.
• Experience working with both DB and DC pension administration environments.
• Experience of pensions administration platforms, ideally UPM or a similar system.
• Experience preparing management, Board or Committee reporting.
• Experience of operational risk and controls.
• Experience managing administration errors, remediation and complaints.
• Experience supporting organisational change and continuous-improvement initiatives.
• Project and systems-testing experience.
• Knowledge of data protection requirements and relevant HMRC requirements.

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