Head of Shared Services – Pension Administration

The Head of Shared Services in Pension Administration will provide strategic leadership and operational management to ensure the delivery of high-quality, cost-effective, and compliant shared services to our members across the pensions administration operation. The role requires outstanding levels of service across customer experience, accuracy, and responsiveness. You will do that by creating a highly engaged team, understanding customer needs, streamlining processes, improving service levels, and ensuring the alignment of shared services with the overall business objectives within the pension administration service line.

This is a hands-on role dealing with members and their representatives and can be based in any of our city centre locations with a hybrid workstyle.

What does the role entail?

• Strategic Leadership: Develop and implement the strategy for Shared Services in alignment with the organization's pension administration objectives. Drive continuous improvement initiatives to enhance efficiency, scalability, and service quality. Monitor industry trends and technological advancements to innovate service delivery.
• Operational Management: Deliver high performance of shared service functions, Pension Dashboard, CST team document management, Member Engagement team (multi Channel). Establish KPIs and SLAs to ensure consistently high-quality service delivery. Lead efforts to automate processes and adopt digital solutions for enhanced efficiency. Set-up and integrate a Pension Dashboard team.
• Team Management and Development: Build, mentor, and lead a high-performing Shared Services team. Foster a culture of collaboration, accountability, and professional development.
• Stakeholder Engagement: Act as the key liaison between Shared Services and key internal and external stakeholders, including clients, trustees, and colleagues. Ensure alignment of services with client and customer needs and compliance with regulatory requirements.
• Risk and Compliance: Identify and mitigate operational risks within shared services. Ensure adherence to all relevant regulatory and legal requirements specific to pension administration. Manage the budget for Shared Services operations, ensuring cost efficiency and value creation. Analyze financial performance to identify areas of improvement and cost optimization.

What we’re looking for

• Proven experience in a senior leadership role within the pension administration or financial services industry.
• Strong understanding of pension schemes, regulatory frameworks, and administration processes.
• Demonstrated ability to lead transformational change within a shared services environment.
• Expertise in process improvement, digital transformation, and data-driven decision-making.
• Exceptional communication and stakeholder management skills.
• Ability to balance strategic vision with operational excellence.

Preferred Qualifications:

• Professional certification in pensions (e.g., PMI, CIPP, or Pensions Management Institute).
• Familiarity with emerging technologies and their applications in pension administration.

What you can expect in return

• A competitive salary and market leading bonus scheme with stretch targets for high performance.
• Study support to help you achieve professional qualifications, with salary increases for exam passes.
• Development and training opportunities to support your career ambitions throughout your time with us.
• A friendly and supportive team who will help you to deliver your best work.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We have offices across the UK and many of our roles offer a hybrid, flexible approach to work to help create a work-life balance that works for you. Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please email hrrecruitment@isio.com.