Pensions Operations Manager

Job Description


c.£55,000 per annum




“We currently have a requirement of a Pensions Operations manager who will ensure a smooth running of our established Pension Operations Team. In this exciting role, you will work with other Operations Managers in the development of future services as well as the effective deployment of resource across the team and providing support and feedback to a team of subject matter experts”


The Pensions Operations Manager will report directly to Head of Guidance Services and Consumer Protection and provide strong line management support and supervision to a team of high-performing pension specialists

In this role you will be joining a team that provides help through a range of channels through which the public can seek information or guidance on any matter relating to occupational or personal pension plans, or the state pension.


As a Pensions Operations Manager, you will be responsible for the following;

  • Working with the management team in the delivery of corporate and strategic objectives of the organisation
  • Setting and monitoring the performance of direct reports and reporting on management information about the performance of the team
  • Monitor and develop the multi-channel customer service proposition, maintaining customers at the heart of what we do and the importance of expertise in the delivery of pension guidance
  • Ensuring the effective and smooth running of the operations team, confirming resources are appropriately and effectively used
  • Advance the values of the organisation to improve the customer experience
  • Remaining well-versed and competent on external factors relating the pensions landscape, legislation, and the industry


You will need to demonstrate the following skills and experience;

  • A strong track record of positive, people management and development of technical staff in a technical environment
  • Ability to maintain high standards and quality of guidance preferably through direct experience of delivering in a customer service environment
  • The ability to manage own workload and that of others and meet deadlines in a pressurised environment
  • A commitment to on-going personal and professional development; we may require you to undertake training within the scope of the role
  • An understanding of the importance of support, development, and motivation of staff together with a successful track record of coaching and mentoring individuals
  • Ability to communicate effectively across a range of internal and external audiences
  • Experience of providing feedback objectively and sensitively with an ability to challenge constructively

You will be joining our team of pension specialists providing the above services to the public between the times of 8.00am to 8.00pm Monday to Friday and 9.00am to 1.00pm on Saturdays.

As a flexible employer we are open to discuss what work patterns are mutually beneficial to meet our needs



  • FPMI, APMI or CII qualifications or equivalent in related areas


    Personable Attributes;

  • An ability to make effective decisions and delegate tasks within the scope of the role
  • The capability to contribute to the building and management of an effective and high performing team
  • The ability to work as part of a team, supporting colleagues to deliver results
  • Excellent organisational skills
  • An aptitude to use initiative, to be flexible and take on tasks that may not be within the direct scope of the role
  • Good IT skills in Microsoft Office Suite
  • A commitment to on-going personal and professional development
  • Supportive of the MaPS values with a strong service ethos


The Money and Pensions Service is establishing a new head office in Bedford, where we will be a key employer in the town. Whilst it will be some time before our new offices are fully open, we are keen and excited to be recruiting for a variety of roles as we build our new team(s) over the coming months.

We are already forging great relationships with Bedford Borough Council and other local organisations to ensure that we are an active part of the community and fully integrated to play our part in the Government’s “levelling-up” strategy. This is a wonderful opportunity for you to be one of the first colleagues to join us in Bedford and to be an integral part of helping us establish ourselves in the town.

At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: -

  • Caring
    We care about our colleagues and people whose lives we are here to transform.
  • Connecting
    We will transform lives through our ability to make positive connections.
  • Transforming
    We are committed to transforming lives and make a positive societal impact.

About MaPS

At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.

About our people 

In our move to Bedford, we aim to attract and retain the absolute best talent, so we can achieve our objectives and continue to make a difference to millions of people’s lives.  We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision.  It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help.

Our inclusive working environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.

We work hard to ensure that we have a progressive approach to inclusion, equity and belonging.  We really do want our colleagues to “bring their whole selves to work.”

By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.

What Money and Pensions Service can offer you?

  • Generous Annual Leave – 30 days plus Bank Holidays
  • Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
  • Interest-free loan to help you buy season tickets for buses and trains
  • Cycle to work Scheme
  • Subsidised eye test & flu jabs
  • Life assurance scheme
  • Give as you earn scheme
  • Employee assistance programme (EAP)
  • PAM Assist and PAM Life scheme (Wellbeing)
  • Enhanced family and sick pay
  • Paid volunteering (2 days a year)
  • Recognition Scheme
  • Discounts portal to numerous retailers

Job Reference:  MAPS00332

Close Date: 30th January 2023