Pensions Team Manager

This role is responsible for providing expertise in the management of a team of administrators to ensure they are giving accurate and consistent advice on pensions lifecycle queries and accurately processing transactional requests. This role will also bring external best practice to the Pensions Team ensuring continuous improvement initiatives are implemented to ensure an efficient and effective service is provided.

Key Accountabilities

• Accountable for leading, developing and coaching a team ensuring all advice given is to a high quality, consistent with pensions legislations, policies and procedures and delivered in a customer focussed way.
• To establish effective and efficient case management processes to deliver specialist information and administration service that supports the core services of the Pension Fund Office, reassigning resources as required to meet SLAs.
• Act as escalation/resolution point for all pensions/pensions payroll issues or enquiries from members and management.
• Overall accountability for managing internal service level agreements and KPIs/metrics, taking prompt corrective action as required.
• Ensure clear accountability of the team for delivery and manage performance of administrators ensuring work is completed on time and in line with the agreed SLAs.
• Checking and authorising the calculations of benefits completed by the other team members for all benefits provided by the Fund.
• Actively monitor and control transactions of the team to achieve efficiency and best value, managing workload through work manager and any other relevant systems.
• Continuously seek to identify ways to improve, challenging current practice and suggesting a better way, ensuring compliance and customer satisfaction.

Skills, Knowledge & Experience

Skills

• Applying pensions policies and procedures (PRACTITIONER)
• Service level agreements (EXPERIENCE)
• Data entry and maintenance (PRACTITIONER)
• Case Management (PRACTITIONER)
• Pensions Systems (PRACTITIONER)
• Application of Pension Fund Rules and Pensions legislation (PRACTITIONER)

Knowledge

• Expert knowledge of the principles and practice of pensions and payroll administration.
• Expert knowledge of Pensions Fund Administration Agreement.
• Expert knowledge of Trust Deed and Rules.
• Expert knowledge of the legal and tax law regarding Pensions.
• Expert knowledge of the legal and tax law regarding finance.
• External Developments and best practice in Pensions.

Experience

• Experience of leading, coaching, developing a team.
• Experience of working towards strict deadlines and of handling sensitive and confidential matters.
• Experience of managing case management and pensions administration and payroll systems.
• Experience of resolving complex pensions enquiries.
• Experience of communicating clearly and effectively with people from different backgrounds and at all levels.

Equality, diversity, and inclusion

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your 2-page CV. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV. PDF format preferred and do not include any photographs or images. The closing date for applications is Sunday 12th July 2026 @ 23:59.

Right to Work

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application but we’ll always treat you with transparency, respect and clear communication throughout.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28‑day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional)
• Tax‑efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel