Operations Manager - Client Services and Administration

Operations Manager – Client Services & Administration

Process-led leadership | Hands-on management | Growing financial services business | Real ownership of people, performance and delivery

If you’re an experienced operations or team manager who thrives in a fast-paced, process-driven environment, thisOperations Manager – Client Services & Administration role offers the opportunity to take genuine ownership of an important part of a growing financial services business.

You’ll be responsible for the day-to-day performance of the Client Services and Administration teams, ensuring workloads are managed effectively, SLAs and KPIs are consistently achieved, and customer journeys continue to move at the right pace and standard.

This is a hands-on management role. You’ll need to be comfortable getting into the detail, understanding what is happening across your teams every day, identifying pressure points and taking action. This is a business where no job is beneath anyone, including its managers.

Package & Benefits

• Salary of £45,000–£50,000, depending on experience.
• Performance-related bonus.
• 25 days’ annual holiday.
• Private medical healthcare.
• Death in service benefit.
• 8% employer pension contribution.
• EMI Share Option Scheme.
• Office-based, Monday to Friday.

About the Company

You’ll be joining Pension Pulse, a rapidly growing financial services business building a different model for delivering financial advice.

The business operates through clearly defined roles, specialist teams, measurable handovers and technology-enabled processes. The focus is on moving customers through their journey efficiently while maintaining high standards of quality, accuracy and service.

As the business continues to scale, this role will be instrumental in ensuring the operational model keeps pace with that growth.

Key Responsibilities

• Lead the day-to-day management of the Client Services and Pension Administration teams, including workloads, priorities, performance, absence and resource planning.
• Monitor and manage KPIs, SLAs, productivity, quality, outstanding cases, backlogs and customer response times.
• Identify bottlenecks, capacity issues and process problems, taking ownership of finding and implementing solutions.
• Coach and develop team members while maintaining a culture of accountability, pace, accuracy and high performance.
• Ensure work is completed to the required standard and handed over effectively between teams.
• Work closely with senior leadership on capacity, recruitment and operational planning as the business grows.
• Support recruitment, onboarding and ongoing development across the teams.

About You

We’re looking for someone who is process-driven, accountable, positive and ambitious, with a strong understanding of people and communication.

You’ll ideally have:

• Experience managing teams within a fast-paced, process-driven environment.
• A strong track record of managing KPIs, SLAs and operational performance.
• Experience within a start-up, scale-up or rapidly growing business where processes and teams have needed to evolve.
• The confidence to challenge performance, have difficult conversations and maintain high standards.
• A hands-on approach and willingness to get involved at every level of the operation.
• Strong organisational skills and the ability to use data to identify issues and make decisions.

We’re more interested in your ability to manage people, processes and performance within a demanding, high-growth environment.

If you’re an experienced operations or administration manager looking for a role where you can have a genuine impact on how a growing business operates, this could be an excellent next step.

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