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