Customer Operations Team Manager

At Standard Life, part of Phoenix Group, we believe everyone deserves a future to look forward to. That means supporting our customers, shareholders, and most importantly, our people. We’re committed to helping you grow and thrive by recognising your strengths, rewarding your contributions, and supporting your development.

We’re proud of our inclusive culture, where diverse perspectives and experiences help us succeed. We’re currently looking for a Customer Operations Team Manager to lead a team of Pension & Investment Administrators, delivering exceptional customer service and guiding the team through a period of transformation.

This role will also play a key part in supporting the Bulk Purchase Annuity project, with responsibility for ensuring business readiness across Customer Services Delivery (CSD). The successful candidate will work closely with project stakeholders and operational teams to help prepare the business for change, ensuring people, processes, training, and customer service impacts are understood and effectively managed.

What You’ll Do

As a Team Manager, you’ll play a key role in shaping the customer experience and supporting your team to perform at their best. Your responsibilities will include:

• Leading and developing a team of Pensions and Investments Administrators with varying levels of experience.
• Managing resources, systems, and processes to ensure efficient operations.
• Supporting the delivery of the Bulk Purchase Annuity project, with a particular focus on business readiness for CSD.
• Working closely with project teams, operational stakeholders, and business areas to understand the impact of change and prepare teams effectively.
• Ensuring readiness activities are clearly planned and delivered, including training, communications, process updates, role impacts, and operational handover requirements.
• Creating a positive, inclusive team culture that supports wellbeing, collaboration, and high performance.
• Setting clear goals and expectations, aligning team objectives with wider business strategy.
• Recognising and celebrating success, while consistently managing underperformance with empathy and fairness.
• Encouraging innovation and continuous improvement through open dialogue and idea-sharing.
• Supporting team members through change, including system migrations, new processes, and evolving workloads.
• Handling complaints, breaches, and escalations with professionalism and care.
• Empowering your team to make decisions within agreed limits, such as waiving premiums, ex-gratia payments, and accounting adjustments.
• Ensuring team members have the skills and support needed to meet customer needs, business objectives, and regulatory requirements.

What We’re Looking For

We’re open to candidates from a variety of backgrounds and experiences. If you meet most of the criteria below, we’d love to hear from you:

• QFA qualification, required under the Central Bank of Ireland’s Minimum Competency Code.
• Commitment to ongoing Continuing Professional Development, CPD.
• At least 2 years’ experience in servicing and pension/investment administration.
• Experience working with, or strong knowledge of Bulk Purchase Annuities and/or Individual Annuities would be highly desirable.
• Experience leading or coaching others, especially through change, transformation, or project-related activity.
• Strong communication, problem-solving, and people management skills.
• Ability to work collaboratively with project teams and operational stakeholders to support business readiness and successful change delivery.
• A proactive, customer-focused mindset with a passion for delivering great service

Our Commitment to Inclusion

We want to hire the whole version of you.

At Standard Life, we’re committed to creating a workplace where everyone feels accepted, respected, and empowered to thrive. We celebrate diversity in all its forms, whether it’s age, gender identity, neurodiversity, race, disability, sexual orientation, religion, ethnicity, or socioeconomic background.

We offer employee networks, allyship programmes, and inclusive policies to support you at every stage of your journey. If you need any adjustments during the recruitment process, due to health, disability, or anything else, please let us know. We’ll do everything we can to help you be your best.

We value diversity in our workforce and welcome enquiries from everyone.