Who are we?
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.
Role Purpose
The Head of Client Services -Pensions is responsible for leading and developing a high-performing Client Services function, ensuring the consistent delivery of exceptional colleague, consultant and client experiences across their specialism.The role provides strategic and operational leadership, ensuring the function operates effectively, efficiently and in accordance with regulatory, governance and business requirements.
This role sits between Client Services Managers and the Head of Professional Excellence & Client Services and on a day-to-day basis ensures:
- Consistent delivery of high-quality client servicing outcomes
- Effective leadership and development of management teams
- Strong governance, compliance and risk management oversight
- Delivery of business objectives and functional goals
- Capacity and capability aligned to current and future business needs
- A culture of professionalism, accountability, collaboration and continuous improvement
The Head of Client Services acts as the senior point of escalation for significant operational, client or people matters and is accountable for ensuring their area is appropriately structured, resourced and governed to support sustainable growth and service excellence.
Key Responsibilities
- 1. Leadership & People Development Provide leadership, direction and support to Principal Managers, Managers and Associate Managers.
Create a high-performance culture focused on accountability, engagement, development and client outcomes.
Drive implementation of the Professional Excellence Programme and associated capability frameworks.
Ensure robust succession planning and talent development across all levels.
Lead quarterly talent reviews and contribute to broader organisational talent discussions.
Build management capability through coaching, mentoring and constructive challenge.
Champion colleague engagement, wellbeing and inclusion. - 2. Operational Leadership & Service Delivery Maintain overall accountability for operational performance across the relevant Client Services function.
Ensure delivery of service standards, contractual commitments, regulatory requirements and key milestones.
Monitor workload distribution, resource utilisation and operational resilience.
Ensure effective management of service pressures, operational risks and emerging issues.
Drive consistency of approach, standards and outcomes across teams.
Oversee implementation of operating models, process improvements and organisational changes.
Ensure business continuity arrangements remain appropriate and effective. - 3. Client, Consultant & Stakeholder Relationships Develop and maintain strong relationships with Client Directors, Consultants, Sales Professionals and key stakeholders.
Support the resolution of complex, escalated client matters.
Promote a collaborative approach between Client Services, Consulting and other business functions.
Ensure Client Services is viewed as a trusted and valued strategic partner.
Contribute to client retention, growth and service excellence initiatives.
Represent Client Services in strategic business discussions and projects. - 4. Governance, Risk & Regulatory Oversight Ensure compliance with all regulatory, legal and internal governance requirements.
Maintain oversight of Consumer Duty obligations and customer outcome considerations.
Ensure appropriate controls, quality assurance processes and peer review arrangements are in place.
Review operational risks and ensure appropriate mitigation and escalation.
Support audits, reviews, investigations and regulatory enquiries where required.
Champion accurate record keeping, documentation standards and data integrity.
Ensure adherence to product governance, insurer and provider requirements. - 5. Financial & Resource Management Contribute to budget planning and financial performance management.
Ensure resources are deployed effectively to meet business demands.
Monitor productivity, efficiency and operational performance indicators.
Identify opportunities to improve operational effectiveness and reduce inefficiencies.
Support recruitment planning and organisational design activities.
Ensure workforce planning aligns with current and future growth requirements. - 6. Continuous Improvement & Transformation Lead continuous improvement initiatives
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Head of Client Services Pensions in London employer: hyperiongrp
Howden is an exceptional employer that champions employee ownership and a vibrant work culture, making it a standout choice for those seeking meaningful careers. With a strong focus on work/life balance, career progression, and sustainability, employees thrive in a collaborative environment that encourages innovation and personal growth. Located in London, the Programme Manager / Delivery Lead role offers unique opportunities to lead transformative technology projects within a rapidly growing international insurance group, all while being part of a passionate team dedicated to driving change.
