Operations Manager (EMEA Mid Shift)

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 daytoday execution in Manila teams.

• Service excellence mindset with measurable outcomes

• Clear concise communicator and stakeholder partner

• People Leader with a development focus

• Analytical and dataliterate comfortable with dashboards and MI to manage operational KPIs and quality metrics

• Digitally curious and improvementfocused

• Inclusive leaderofleaders who builds a respectful psychologically safe clientready culture and models our D&I expectations.

WTW is an Equal Opportunity Employer