Operations Manager

The Role Alignment with Leadership Objectives Translate the Manila Pensions Administration strategy into actionable plans for day-to-day operations, ensuring alignment to client, financials, people, and operational excellence goals. Implement the global Outsourcing GB operating model locally; standardize process, controls, and governance (“one best way”) across teams. Lead cross-functional initiatives and change programmes, coordinating with GB and India counterparts to implement changes without service risk. Drive operational excellence: identify wastes and bottlenecks, streamline SOPs, reduce overhead, and lift service quality and efficiency; quantify benefits and publish results. Champion automation by partnering with technical/CI teams to deploy dashboards, templates, and letter/process automation that eliminate manual effort and accelerate member turnaround. Manage risks and issues by guiding team on correct root cause analysis process and escalating material gaps to the Pension Admin Leader. Enable change adoption through communication of decisions from global forums and verifying local uptake through action logs and readiness checks. Operational Delivery Lead assigned client and/or functional teams within the Manila Pension Admin organization; provide clear direction, role clarity, and coaching to Admin Managers. Collaborate with peer OMs and Manila Outsourcing NNA Leadership team to ensure consistent, efficient service delivery and adherence to the global operating model. Monitor and manage key performance metrics (SLA, RFT, backlog, output rates); run governance cadence and hold Admin Managers accountable for sustained improvements. Collaborate with onshore and offshore leadership teams to ensure consistent and efficient service. Drive process discipline and continuous improvement via identification of inefficiencies, implementing SOP refinements, and deliver measurable gains in productivity and cost-effectiveness. Escalate risks and issues promptly with context and resolution options; maintain a culture of proactive problem-solving and accountability. Stakeholder Management Build and maintain strong working relationships with internal teams, client managers, and global counterparts to ensure seamless collaboration and service consistency. Represent Manila in global forums and trustee meetings. Prepare leadership with high-quality inputs. Act as a trusted partner to stakeholders by pro-actively addressing concerns, resolving issues, and identifying opportunities for process improvement and value creation. Cascade global decisions locally; translate forum outcomes into actionable plans, assign owners, and track adoption through governance routines. Communicate with clarity and context to ensure transparency, manage expectations, and reinforce trust across geographies. People Leadership and Development Conduct regular performance and career conversations with Admin Managers. Own performance coaching and calibrated reviews; recognize high-performance and address gaps with targeted developmental plans. Build succession and bench strength using skills matrices, readiness plans, and stretch assignments. Accelerate UK pensions capability via knowledge checks, reverse-shadowing, and documented playbooks – reducing time-to-proficiency. Sponsor professional qualifications with study cohorts, mocks and mentor networks; track attainment and impact. Foster an inclusive, confident, client-ready culture; maintain psychological safety and run data-driven engagement actions. Enable People Managers with toolkits for feedback, career conversations, and recognition; verify usage and outcomes in monthly manager forums. Service Excellence Champion a strong customer and member service mindset across all teams, reinforcing behaviors that prioritize accuracy, empathy, and responsiveness. Ensure service delivery meets or exceeds client expectations by monitoring SLA/TAT, quality metrics, and feedback loops; implement corrective actions where needed. Embed a culture of accountability and ownership in every client and member interaction; coach Team Leads to model and cascade these standards. Drive continuous improvement in service experience by analyzing feedback, identifying pain points, and implementing solutions that enhance satisfaction and trust.> Promote proactive communication with clients and internal partners to manage expectations and strengthen relationships. Financial and Commercial Management Govern core financial KPIs such as revenue vs. plan, operating margin, WIP ageing, utilization/productivity and review them in monthly cadence with Admin Managers. Support correct and timely billing; identify opportunities to increase billable transactions and reduce non-value add effort. Manage overtime and capacity; pro-actively review demand, staffing, and efficiency forecasts. The Requirements Proven experience in pensions administration or outsourcing operations leadership, with a record of delivering through Managers and running a steady governance cadence. Strong working knowledge of UK pensions schemes, processes and controls, and the ability to translate policy/standards into day‑to‑day execution in Manila teams. Service excellence mindset with measurable outcomes Clear, concise communicator, and stakeholder partner People Leader with a development focus Analytical and data‑literate, comfortable with dashboards and MI to manage operational KPIs and quality metrics Digitally curious and improvement‑focused Inclusive, leader‑of‑leaders who builds a respectful, psychologically safe, client‑ready culture and models our D&I expectations. WTW is an Equal Opportunity Employer #J-18808-Ljbffr