Operations Manager – Estonia

Hi, we're Penfold — we're building the pension of the future
 

At Penfold, we're dragging pensions out of the dark ages with a modern, tech-first platform that makes pensions engaging, accessible, and rewarding.
 

We're a growing team of 50+ people across London and Tallinn, backed by top FinTech investors. Having raised £25M+, we manage £800M+ in pensions for over 100,000 savers and thousands of businesses — and we're on track for profitability next year.

As part of our first 50+ hires, you'll play a key role in shaping our culture and enjoy significant opportunities for growth and progression.

As our Operations Manager, Workplace, you'll be at the heart of delivering exceptional experiences for our employer clients and their employees. You'll lead the team responsible for the day-to-day running of workplace pension processes — from payroll processing and opt-outs, to refunds, compliance, and regulatory reporting.
 

But your impact won't stop there. You'll also collaborate closely with our broader Operations team in Estonia, helping to align processes, share insights, and support the overall scale and efficiency of our operational engine. You'll play a key role in championing our people-first culture, helping to build a connected, motivated, and high-performing team.
 

You'll drive operational excellence and play a critical role in scaling our service as we grow our B2B business. This role combines detail-oriented execution with strategic thinking, giving you a chance to make a real impact across the company.

• Lead Workplace Pension Operations: Oversee payroll processing, opt-outs, refunds, and late payment monitoring to ensure timely and accurate pension administration.
  
   
• TPR Reporting & Compliance: Own The Pension Regulator (TPR) reporting process, ensuring our regulatory obligations are consistently met.
  
   
• Drive Self-Serve Employer Onboarding: Shape and manage how employers implement Penfold using our self-serve tools, ensuring a smooth and intuitive experience.
  
   
• Collaborate with Tech & Product: Partner closely with our product and engineering teams to automate and improve operational workflows and tooling.
  
   
• Empower the Team: Manage and develop a high-performing operations team that is proactive, process-driven, and customer-focused.
  
   
• Deliver Member & Employer Support: Act as a point of escalation for operational issues affecting members or employers, supporting our reputation for excellent service.
  
   
• Enable Account Management: Support the Account Management team with operational expertise and input to ensure our employers are fully supported.
  
   
• Estonia Operations: Work closely with our wider Operations team in Estonia, supporting people locally, sharing insights, aligning processes, and helping fuel continuous improvement.
   

• Experience: Proven track record in Operations leadership, with hands-on experience managing teams, scaling processes, and driving results. You've led teams through change, built or improved core operational processes, and know how to get the best out of a team. Experience in Finance, Tech, or other regulated industries is a strong plus.
  
   
• Regulatory Awareness: Comfortable navigating regulatory or legislative frameworks, with experience in financial services, payroll, or compliance-heavy environments is a big plus. While direct knowledge of UK pension rules isn't essential, you should be eager to learn about it. 
  
   
• Skills: Advanced spreadsheet skills, strong analytical thinking, and a passion for problem-solving. Excellent communication to work cross-functionally with internal teams and external stakeholders.
  
   
• Mindset: Detail-oriented, proactive, and driven to continuously improve processes and service delivery. You bring structure to ambiguity and are focused on compliance.
  
   
• Leadership: Proven ability to lead, mentor, and grow a team. You create a culture of ownership, excellence, and continuous learning.
  
   
• Collaboration is Core: You'll work hand-in-hand with smart, passionate people across the business from Product and Engineering, to Customer Service and Marketing. We're a cross-functional team that thrives on openness, shared goals, and honest feedback.

• Initial chat with hiring manager
• Task-based interview
• Culture-fit interview (this is as much for you to get a sense of us)
• Final interview with one of the founders

We're working hard to create a working environment where people feel empowered to do their best work, make a big impact, and enjoy what they do. Our benefits package includes:

• A competitive salary; we proactively review salaries to make sure you get what you deserve
  
   
• Meaningful share options — own a part of Penfold and share in our success
  
   
• Medical insurance through Confido
  
   
• Unlimited holiday, we're interested in your output, not how many holidays you go on
  
   
• Hybrid working, we like people to come in to our office (so you need to live in Tallinn) at least a couple of days a week to collaborate, but we trust you to get your work done in whatever environment suits you
  
   
• Great community office space in the heart of Tallinn
  
   
• Free drinks & snacks + company lunch every week
  
   
• Laptop and WFH equipment
  
   
• Learning and Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals
  
   
• Quarterly company socials & regular team meetups throughout the year too
  
   
• Plus a host of other benefits – See benefits here 

We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we're happy to answer these anonymously if that makes you feel more comfortable

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