Manager - Pension Administration

Job Summary

The Operations Manager is responsible for managing day to day delivery for assigned processes, ensuring accuracy, timeliness, and a strong focus on quality. This role oversees a team of colleagues handling transactional and client specific work, provides hands on guidance, and ensures issues are resolved quickly and effectively. The individual will manage workflow, track performance, support team development, drive compliance, and strengthen process efficiency. They will play a key role in ensuring service excellence and meeting client expectations consistently.

Responsibilities

Daily Operations Management

• Manage day-to-day process delivery, ensuring completion of work within defined SLAs and quality standards.
• Allocate tasks, plan daily workloads, and adjust priorities based on volume and deadlines.
• Monitor queues, track progress, and ensure timely closure of activities.
• Handle first-level escalation and coordinate with senior managers for complex cases.

Performance & Quality Tracking

• Review daily and weekly performance dashboards.
• Conduct regular quality checks, identify gaps, and ensure corrective actions.
• Maintain detailed records for audit, reporting, and compliance requirements.

Team Leadership & Development

• Manage a team of analysts/senior analysts, ensuring clarity of roles and expectations.
• Conduct daily huddles and regular 1:1 discussions for feedback and coaching.
• Support team training, skill development, and readiness for new processes.
• Drive accountability and foster a positive, inclusive work culture.

Client & Stakeholder Support

• Provide timely updates to onshore/offshore partners on delivery status.
• Highlight risks, delays, or operational challenges with transparency.
• Participate in process reviews and contribute to service improvement.

Process Discipline & Compliance

• Ensure adherence to SOPs, internal controls, and audit requirements.
• Maintain updated process documentation and support readiness for audits.
• Ensure all colleagues follow compliance, data security, and confidentiality guidelines.

Continuous Improvement

• Identify process gaps, volume patterns, or efficiency opportunities in the workflow.
• Recommend and support execution of small-scale improvements.
• Contribute inputs for automation, standardization, and error-reduction initiatives.

Qualifications

• Graduate with 5-10 years of experience in operations, preferably in Wealth or Retirement Administration.
• Strong understanding of operational workflows, including pension transactions, Leave & Absence, Audit requirements, and Issue Management.
• Hands-on experience managing teams and delivering high-volume, deadline-bound work.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in MS Office applications (Excel, Word, PowerPoint).
• Ability to provide clear instructions, monitor performance, and deliver accurate results in fast-paced environments.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.