Job Description

Job Title: Operations Support Manager

Salary: Competitive 

Location: Hybrid in Peterborough

Vargo is recruiting for a fast-growing fintech business specialising in pensions and investments.

You will be a hands-on Operations Support Manager to provide central support. This varied role demands strong problem-solving, prioritisation, and collaboration skills, with a focus on pensions administration, process improvement, and delivering excellent customer outcomes in line with Consumer Duty.

Key Responsibilities

• Manage a team of three analysts and act as escalation point for complex issues and complaints.
• Provide operational support across functions and to the Director of Operations.
• Resolve process blockers, coordinate cross-team projects, and manage cover arrangements.
• Collate, analyse, and present operational MI; maintain trackers for incidents, complaints, and metrics.
• Drive continuous improvement, process redesign, and system enhancements.
• Monitor and escalate operational risks; lead reviews of customer literature.
• Coordinate audits, liaise with clients/auditors, and manage industry body applications.
• Attend Risk Committee meetings and oversee transaction reporting.
• Compile MI for the annual Consumer Duty outcomes report.

Requirements

• Pensions administration or financial services operations background.
• Proven leadership or supervisory experience.
• Strong incident and complaint handling skills.
• Excellent organisation, multitasking, and MI analysis abilities.

#LI-PB1