Adam Harrison
Operations Manager @Aon
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WORK HISTORY
Operations Manager @Aon
In my role as Operations Manager I am responsible for leading 2 functional support teams, the Process Governance/Standard Communications Team and the Workforce Management Team. In addition to the direct leadership of my 2 teams’ I am also the Supplier Service Manager for 3 crucial outsourced suppliers to the Pensions Administration business.Process Governance & Standard CommunicationsLead a team of specialists who are responsible for developing existing or introducing new Pensions Administration standard solutions (Letters, Procedures, Software Functionality, Technical/Legislative Support, Audit Controls, Administration Tools) that comply with legal requirements and regulatory guidance.Workforce ManagementManage a team of analysts, preparing accurate forecasts and staffing schedules for the inbound call centre. Building relationships with nationwide administration locations, providing a smoother seamless process to our clients and their members.Through each role I have developed the ability to analyse processes, identify risks and opportunities. I am a strong communicator, confident to express my own views and ideas, and would always support others to do likewise. Working with my teams’ and peers I aim to drive a culture of continuous improvement.
SKILLS
ABOUT ADAM HARRISON
I manage strategic relationships with outsourced suppliers in Aon’s Wealth business, overseeing contracts worth over £3.5 million and ensuring they deliver sustained value, quality, and controlled risk. In my current role within Pensions Administration, I combine commercial oversight with a strong focus on innovation and continuous improvement.Over the last year, I have led initiatives that have reduced postage spend by £0.5 million (and growing), driven by a shift towards more digital, efficient, and member-focused solutions. I work closely with internal stakeholders and external partners to challenge existing processes, identify opportunities for digitalisation, and ensure changes are delivered in a controlled and scalable way.Alongside my core responsibilities, I lead and support digital transformation initiatives, exploring new technologies that streamline administration, enhance client and member experience, and improve operational resilience. I’m particularly interested in how AI, automation, and data can modernise pensions administration and broader operations, and I actively study AI in my own time to stay ahead of emerging trends.Key areas of focus and interest include:Supplier and vendor relationship management (outsourced operations)Budget management, commercial accountability, and risk controlDigital transformation and process optimisationPensions administration and operational excellenceExploring AI and automation to drive better outcomesI’m always open to connecting with professionals working in transformation, operations, and technology to share ideas and explore opportunities.
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