Brightwell
Head of Service Operations
3 days on site in Chesterfield
About Us
Brightwell is a comprehensive service provider to UK defined benefit (DB) pension schemes. We have deep expertise in the market as a result of our long history of managing services for one of the UK’s largest private sector defined benefit pension schemes - the BT Pension Scheme (BTPS). In April 2023, Brightwell opened its capabilities to other DB schemes and since then has been appointed fiduciary manager for the DB section of the EE Pension Scheme, administrator for the Mineworkers’ Pension Scheme (MPS), and has entered into partnerships with two major DB pensions insurers - Rothesay & Pensions Insurance Corporation (PIC). Our approach is based on partnership – collectively owning problems, sharing solutions and collaborating for the long-term.
About the Role
Brightwell is seeking an experienced Head of Service Operations to lead the delivery of high-quality pension administration services across a portfolio of clients and pension schemes. Reporting to the Head of Member Services Operations, this is a senior leadership role with responsibility for a large operational function, overseeing teams ranging from Client Operations Managers through to trainees within the Pensions Academy programme.
This role has accountability for the full pensions operational value chain, ensuring an exceptional member experience across end-to-end service delivery. From member administration and payroll through to the management of complex member journeys, you will be responsible for ensuring operations are efficient, scalable, compliant and focused on delivering industry-leading outcomes for members and clients.
You will provide strategic and operational leadership across a large service environment, driving service performance, operational excellence and continuous improvement while ensuring resources are effectively aligned to demand. Capacity planning will be a key focus of the role, requiring a leader who can proactively assess workloads, forecast future demand, optimise resource allocation and ensure the organisation is positioned to deliver excellent service standards both now and in the future.
Working closely with senior stakeholders across the business, you will lead operational performance, support the delivery of transformation initiatives and identify opportunities to improve service quality, operational efficiency and member outcomes. You will also play an important role in shaping future operating models, driving process improvements, embedding organisational values and helping the business respond effectively to changing member and client needs.
Key areas of responsibility will include:
- Leading and developing a large pensions operations team, creating a high-performing and engaged culture focused on service excellence and embedding organisational values.
- Delivering strong operational performance against service standards, KPIs and strategic objectives.
- Driving continuous improvement across end-to-end pensions administration processes, member journeys and payroll operations.
- Developing robust capacity planning and workforce management frameworks to ensure resources are effectively utilised and aligned to business demand.
- Building trusted relationships with clients, trustees, members, suppliers and senior internal stakeholders.
- Leading operational change initiatives and supporting the implementation of strategic and tactical projects across the function.
- Ensuring risks are identified, managed and mitigated across operational, regulatory and service delivery activities.
- Managing operational budgets and ensuring resources, skills and capabilities are aligned to future business requirements.
About You
We are looking for an accomplished pensions operations leader with a proven track record of leading large-scale service delivery teams and driving outstanding customer and member outcomes. You will bring strong operational leadership experience from a pensions environment and possess a deep understanding of how end-to-end pension administration functions operate across complex schemes.
You will understand the full pensions administration lifecycle, from front-office member interactions through to back-office processing, payroll and operational controls. Whilst experience across either DB or DC schemes will be considered, a strong understanding of defined benefit pensions administration would be particularly advantageous.
Successful candidates will combine operational excellence with strong people leadership, ensuring teams remain engaged, capable and focused on delivering exceptional service standards. You will be equally comfortable managing day-to-day operational performance and contributing to broader transformation and business improvement initiatives.
To be successful in this role, you will bring:
- Significant senior leadership experience within pensions administration or pensions service operations.
- Strong expertise in leading large operational teams and creating high-performing, customer-focused environments.
- Extensive knowledge of UK pensions, ideally within defined benefit schemes, alongside a strong understanding of the associated regulatory environment.
- Proven experience overseeing end-to-end operational processes, including complex member journeys and pension payroll operations.
- Demonstrable experience of capacity planning, workforce forecasting and resource management within a large operational environment.
- A track record of improving operational performance, service quality and customer outcomes through effective leadership and continuous improvement initiatives.
- Experience managing multiple change initiatives and operational improvement programmes simultaneously.
- Strong stakeholder management skills with the ability to influence, engage and build credibility at all levels.
- Excellent problem-solving capabilities, strong commercial awareness and the ability to balance service excellence, efficiency and risk management.
- The ability to develop and motivate teams while fostering a collaborative, accountable and performance-driven culture.
This role would suit an experienced Head of Operations, Senior Operations Manager, Pensions Administration Director or Service Delivery leader who enjoys leading large-scale operational teams, improving customer outcomes and ensuring that resources, processes and service performance are aligned to deliver exceptional results for members and clients.
This is an exciting opportunity for a senior pensions operations leader to influence service delivery at scale and help shape the future of member services within one of the UK's leading pension organisations.