Head of Pension Services & Digital Operations Senior Leadership | Global Financial Services | UK-Based | Flexible Working Available
The Opportunity
This is an exceptional opportunity to join one of the world's leading financial services organisations — a global firm with revenues in excess of $10 billion, operating across every major market. Trusted by organisations worldwide to deliver critical advisory, technology and solutions services, this is a business that offers the scale, ambition and culture that genuinely sets it apart.
Feedback from the many professionals we have placed with this firm consistently highlights a collaborative culture, world-class colleagues and real investment in people. This is a place where ambition is recognised and rewarded — with excellent opportunities for professional development and career progression, flexible working, a generous pension and a comprehensive benefits package.
This is a key hire and would suit an ambitious professional looking to make a strategic career move to a dynamic, fast-paced global organisation where you will work alongside world-class talent in a great team environment.
The Role
Reporting to the Head of Outsourcing GB, this is a senior leadership position responsible for the strategic, operational and digital transformation of pensions administration services across a large, multi-location operation spanning the UK, India and the Philippines — overseeing a workforce of approximately 1,500 colleagues.
The role blends operational excellence with digital innovation. You will own end-to-end service delivery while simultaneously driving the digital evolution of how those services are delivered — championing AI-enabled capabilities, intelligent automation and member self-service adoption to enhance member, client and administrator experiences.
A critical element of the role is providing senior leadership during complex client escalations — leading rapid troubleshooting, root cause analysis and timely resolution, acting as the primary point of contact for senior clients and stakeholders.
Key Responsibilities
- Lead end-to-end delivery of high-quality pensions administration, ensuring accuracy, compliance, timeliness and contractual performance
- Own the operational strategy and proposition for member and client services across the UK, India and Philippines delivery footprint
- Drive the specification and operational integration of AI-enabled tools, automation and digital capabilities in partnership with Technology and Product teams
- Shape and execute the strategic direction of a high-performing, multichannel Service Centre operation
- Act as the primary senior escalation point for complex client situations, ensuring swift and structured resolution
- Contribute to long-range business strategy, identifying new service opportunities to support revenue growth and margin improvement
- Develop and mentor the operations leadership group, instilling a culture of continuous improvement
The Ideal Candidate
- Extensive leadership experience in pensions administration or large-scale financial or regulated operations
- A track record of shaping technology and digital requirements for operational platforms, turning operational insight into actionable change
- Proven ability to lead large teams through technology-driven transformation
- Experience assessing digital maturity and defining multi-year transformation roadmaps
- Data-driven mindset with strong experience interpreting operational metrics and performance insight
- Proven track record managing high-priority client escalations with decisive, confident leadership
- Strong influencing and communication skills, with experience leading diverse, multi-location teams through significant change
Why Apply
Professionals placed with this firm repeatedly cite the same experience — a genuinely supportive culture, real career development and the opportunity to work on complex, meaningful challenges at scale. The firm offers flexible working arrangements, a generous pension, excellent benefits and a fast-paced, client-driven environment with a great working culture.
If you are an ambitious operational and digital leader ready to make a significant career move, we would very much like to hear from you. Please apply in confidence or get in touch for a confidential conversation.