Operations Manager - Service Resolution

About the role

Marsh is seeking an Operations Manager for its Service Resolution and Customer Experience team at Now: Pensions, part of Marsh. The role is based in the city-centre Nottingham office and is hybrid, with a minimum of two days a week in the office. You will oversee the day-to-day running of a busy department handling complaints (formal and initial), Trust Pilot and social media responses, and Discretionary Decision Reviews on behalf of the Trustee.

Key responsibilities

• Oversee the day-to-day operation of a high-volume Service Resolution function handling complaints, Trustpilot and social media responses, and Discretionary Decision Reviews.
• Improve team performance and service delivery while staying within strict departmental budgets.
• Maintain service levels across all deliverables, supported by reporting, quality controls and governance routines.
• Communicate clearly with stakeholders (Trustee, Strategists, TPO, TPR) and represent the function internally and externally.
• Drive root cause analysis, contribute to project work and own the development of operational processes, policy updates and reporting packs, using data, automation and AI where appropriate.

Required profile

• 3+ years of people management experience, ideally in a complaints environment.
• Strong written and verbal communication, including presenting professionally.
• Ability to stay calm under pressure and deliver service in a fast-paced environment.
• Commitment to a psychologically safe, collaborative team with a coaching mindset.
• Nice to have: experience running complaints teams in financial services, understanding of Trustpilot and social-media reputation management, regulated-environment experience including GDPR, degree-level education or higher professional qualification.

Required skills

• Working knowledge of Microsoft Excel, Word, Outlook and PowerPoint.
• Nice to have: AI and tools such as Power BI, Visio and Power Automate.

What we offer

• Professional development opportunities and supportive leadership.
• A vibrant, inclusive culture and a range of career opportunities.
• Benefits and rewards supporting well-being.