perations Management:
- Manage UK Pension administration processes including New Business, Claims Processing (including Death Claims), Money In/Out, Benefits, Cash Management & Reconciliation, Payroll, and Credit Control.
- Oversee SLA, TAT, AHT, Quality, NIGO, RCA reporting and ensure operational metrics are consistently achieved.
- Ensure smooth remote transitions and manage front-to-back pension platforms.
Team Leadership & Governance:
- Lead and manage a team span of 3550 employees.
- Drive team engagement, productivity, and performance management.
- Handle CXO-level stakeholder communication and negotiations.
Risk & Compliance Management:
- Implement and monitor control frameworks covering financial reporting, access governance, data security, privacy, and operational process controls.
- Identify future risks and develop contingency planning for operational resilience.
- Define and implement strong risk metrics and monitoring mechanisms.
Transformation & Continuous Improvement:
- Lead large-scale transformation initiatives including RPA, OCR, workflow automation, and data analytics.
- Identify process improvement opportunities across operations, reporting, and controls.
- Drive productivity enhancement and operational efficiency at scale.
Strategic & Analytical Contribution:
- Analyze complex operational challenges and provide tactical and strategic solutions.
- Align operational decisions with broader business strategy.
- Operate effectively across both strategic and detailed execution levels.
