Pension Operations Associate

Shape the future of operational execution by coaching teams, strengthening controls, and delivering faster, more consistent customer outcomes through process improvement and automation.

As an Operations Manager Associate within International Consumer Banking Operations, you lead a high-performing team responsible for time-sensitive transfer and withdrawal processing with strong control discipline and customer focus. You manage daily execution, capacity, queue health, and escalations to deliver consistent outcomes within defined procedures and service levels. You partner with internal stakeholders and external vendors to resolve issues and drive measurable improvements through automation and process change.

Job Responsibilities:

• Direct daily transfer and withdrawal processing delivery to ensure completion aligns with procedures, service levels, and control standards

• Coordinate workflow tracking, queue management, prioritization, and team coverage to support effective handoffs

• Validate verification steps, quality checks, and reconciliations to maintain data integrity and control requirements

• Own exception management by identifying breaks, delays, or risks and ensuring timely, clear, audit-ready escalations

• Enhance the customer transfer experience by improving responsiveness, transparency, and outcome quality

• Collaborate with internal partners to resolve operational issues efficiently, including under time pressure

• Sustain effective coordination with external vendors to support end-to-end processing within agreed timelines

• Improve procedures by reducing handoffs, strengthening documentation, and accelerating turnaround times

• Spearhead automation initiatives by identifying opportunities, defining requirements, tracking delivery, and measuring benefits

• Mentor team members through coaching, onboarding, training support, and performance management

• Compile and review operational reporting, including queue health, quality trends, and key performance indicators, and communicate status to stakeholders

Required qualifications, skills, and capabilities:

• Demonstrate 10+ years of experience in operations, service delivery, or process-driven environments

• Show 3+ years of experience managing 6+ team members

• Lead workflow-based transfer and withdrawal operations, including cash and asset processing activities

• Deliver measurable automation outcomes such as cycle-time reduction, error reduction, or capacity release using tools such as Alteryx, Tableau, Power Automate, Visual Basic for Applications, scripting, or low-code solutions

• Apply advanced proficiency with Microsoft 365 tools, especially Excel and PowerPoint

• Coach teams through feedback, performance management, and development planning

• Prioritize workloads effectively across deadlines and competing stakeholder demands

• Communicate clearly in writing and verbally, including confident escalation and stakeholder management

• Build reporting routines and dashboards that track queue aging, service level agreement performance, quality, and rework trends

Preferred qualifications, skills, and capabilities:

• Apply knowledge of pensions and investment products or account types relevant to transfers

• Execute function transitions by embedding training, documenting procedures, implementing controls, scaling capacity, and meeting service levels

• Use Equisoft or similar transfer-processing platforms

• Leverage Salesforce or similar customer relationship management and workflow tools

• Demonstrate experience in client-facing operations or service environments with strong customer outcome focus

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.