Description
As Operations Manager, you will lead LifeSight’s end‑to‑end operational delivery, shaping service excellence, empowering teams, and delivering outstanding member outcomes.
LifeSight, WTW’s Defined Contribution (DC) master trust, represents one of our biggest business growth opportunities in the UK. Our growing business has already quickly gained a foothold in this exciting market supported by a targeted approach to the market to make us stand out against our competitors. Being leader in the marketplace we offer excellent opportunities for experienced pension professionals. Our global Outsourcing line of business provides outsourced administration services to occupational pension funds, working with some of the world’s leading organisations.
The Operations Manager will report to the Specialty Community Lead within the WTW Outsourcing business, with a matrix reporting line to the Head of LifeSight.
As an Operations Manager, you will be responsible for the end‑to‑end operational delivery of the LifeSight teams in the UK, working closely and proactively with the Service Delivery teams based in India and the Philippines to ensure a consistently high‑quality, first‑class service for LifeSight members. The role has overall accountability for service delivery, projects, technical and quality teams, with a strong focus on continuous improvement, effective commercial decision‑making, and maintaining LifeSight’s position as a market‑leading master trust.
Work Style:
This is a hybrid role based in Redhill, requiring one day per week in the office to enable meaningful collaboration and personal engagement with the team.
The Role
Overall Accountability
- Overall accountability for the delivery of LifeSight’s UK pensions administration services, with a strong focus on service quality, member experience, and operational efficiency.
- Agree, monitor, and report service quality and performance objectives with the LifeSight Operations and Governance team and Specialty Community Lead, ensuring KPIs and service commitments are consistently met.
- Ensure compliance with UK regulatory requirements and proactively identify, manage, and mitigate operational risk.
- Embed LifeSight’s service delivery values into team behaviours, leading from the front and acting as a senior escalation point for operational issues.
Operational Oversight
- Provide oversight of service delivery, projects, technical, quality, and complaints teams, ensuring all frameworks and controls remain effective and fit for purpose.
- Oversee resourcing across locations in partnership with Performance and Reporting, ensuring teams are appropriately staffed to support BAU delivery, new client installs, and scheme events.
- Maintain accountability for risk events, quality assurance, complaints handling, and project delivery, ensuring timely resolution and continuous improvement.
Reporting & Stakeholder Management
- Ensure LifeSight Client Managers and Operations and Governance teams receive timely, accurate MI and operational updates.
- Provide commercially focused recommendations to internal and external stakeholders on service delivery, resourcing, growth, and continuous improvement to enhance member outcomes.
Supporting Growth & Strategy
- Support LifeSight’s growth ambitions by contributing to operational strategy and service innovation.
- Attend trustee meetings and support new business presentations as required.
- Collaborate with consultants and key stakeholders on process improvement and product development initiatives.
Qualifications
The Requirements
- Pensions Operations Management experience in administering Defined Contribution (DC) at scale.
- Excellent time management skills and the ability to oversee and steer multiple concurrent business priorities, including the ability to drive the removal of escalated blockers.
- Collaborative leadership style, self‑aware with the ability to adapt style as necessary.
- Strong track record of people leadership.
- An agile approach and highly adaptable to change.
- A strong advocate of high performance and continuous improvement.
- Able to supervise the team from the front, understand the detail and get involved when needed, as well as operate strategically and commercially.
- Demonstrable problem solving and reasoning skills relevant to an operational management role.
- Strong interpersonal and influencing skills, including good written and verbal communication and presentational skills.
- Able to work in a collaborative way and to foster an inclusive team culture.
- Ability to thrive and drive delivery in a busy, demanding and changing environment.
What we offer
Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle‑to‑work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.
Equal Opportunity Employer
We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com.
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