Job Title: Head of Pensions Services & Digital Operations
Location: Remote with some travel to London
Salary: £150-180k + bonus
Are you a dynamic leader with a passion for driving operational excellence and digital transformation?
We are looking for an experienced professional to join our client as their Head of Pensions Services & Digital Operations.
This senior leadership role is pivotal in shaping the strategic, operational, and transformative direction of our digital-first pensions administration services.
As the Head of Pensions Services & Digital Operations, you will oversee service delivery and transformation initiatives across the UK, India, and the Philippines. You will champion innovation, automation, and platform modernisation to enhance member, client, and administrator experiences. This role also involves leading complex client situations, troubleshooting high-priority escalations, and ensuring operational stability.
Key Responsibilities:
Leadership:
* Lead the delivery of high-quality pensions administration services, ensuring accuracy, compliance, and timeliness.
* Develop and execute operational strategies aligned with organisational goals and regulatory requirements.
* Manage a multi-location team of approximately 1,500 colleagues globally
* Act as a senior figurehead in client interactions, supporting retention, satisfaction, and growth.
Digital Enablement & Transformation:
* Build and implement a digital-first Operating Model to enhance member interactions.
* Drive the evolution of service propositions through intelligent technologies, AI capabilities, and continuous improvement.
* Collaborate with Technology, Product, and Platform teams to identify and adopt operational solutions.
* Champion process simplification and frictionless customer journeys.
* Sponsor digital transformation programs, including platform upgrades and AI-assisted operations.
AI, Digital & Technology Transformation:
* Specify operational requirements and improvement proposals for technology teams.
* Lead the integration of AI-enabled tools and ensure successful adoption by administration teams.
* Design and implement tools to streamline workflows and enhance decision-making.
* Embed automation to improve accuracy and drive consistent experiences across channels.