Pensions Administration Manager - #2173948

We are seeking a Pensions Administration Manager to join a leading pensions firm.

This is an excellent opportunity for an experienced pensions professional to join a successful team providing high-quality administration and operational services to pension scheme members and clients. The successful individual will oversee day-to-day scheme administration and contact centre operations, leading a team of pension administrators while ensuring full compliance with regulatory requirements.

The role also offers exposure to stakeholder management, continuous improvement initiatives, team development, and supporting wider operational and business goals.

• Scheme Administration & Operations: Manage the full lifecycle of pension scheme administration (including CDC, Superfund, and Annual Events), ensuring the accuracy and timeliness of all benefit calculations, transfers, and member events while monitoring SLAs and KPIs.
• Contact Centre Management: Oversee daily contact centre operations (inbound, outbound, email, and live chat), managing service levels, workforce planning, customer satisfaction metrics, and escalated complex queries.
• Team Leadership & Development: Lead, mentor, and develop a team of pension administrators and team leaders, managing resource allocation, performance reviews, and fostering a client-focused service culture.
• Client & Stakeholder Management: Act as the main point of contact for trustees, employers, and advisers, attending trustee meetings and building strong professional relationships.
• Compliance & Governance: Ensure compliance with relevant pensions legislation, maintain data protection standards, oversee internal audits, and implement risk management controls.
• Process Improvement: Oversee administration systems, drive continuous improvement in customer satisfaction and workflows, and support system upgrades or transitions.

• Significant experience in occupational pension scheme administration.
• Strong knowledge of DB and/or DC pension schemes.
• Proven experience in managing or supervising a pensions administration team or contact centre operations.
• Sound understanding of relevant pension legislation, governance requirements, and contact centre metrics.
• Experience using CRM and telephony systems.
• Strong leadership, communication, and interpersonal skills with a data-driven approach to problem-solving.
• Commercial awareness and the ability to work under pressure managing competing priorities.

This is an excellent opportunity for an experienced pensions professional to develop their career within a leading pensions environment, gaining exposure to a varied portfolio of schemes and senior stakeholders.