At a Glance
- Tasks: Oversee pension operations and ensure high-quality service for members.
- Company: Join Lloyds Banking Group, a leader in financial services with a commitment to diversity.
- Benefits: Enjoy a generous pension contribution, performance bonuses, and 30 days holiday.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives by managing their pension queries.
- Qualifications: Experience in pensions operations and strong decision-making skills required.
The predicted salary is between 59850 - 66500 £ per year.
Salary Range: £59,850 to £66,500
Location: Edinburgh, Bristol, Leeds, or Halifax
Hours: Full-time
Working Pattern: Hybrid – at least two days per week or 40% of time at one of the specified offices
Pensions Operations Manager Member Services is part of the Group Pensions Team within the People & Places division of Lloyds Banking Group. We manage pension arrangements for around 300,000 current and former colleagues across several schemes. The role supports members with bespoke pension queries and works with suppliers to deliver high‑quality service and continuous improvement.
Day to day, you will:
- Provide day‑to‑day operational oversight of WTW, ensuring service delivery meets agreed standards and member expectations.
- Manage delegated, judgement‑based member case decisions, including complex and sensitive complaints.
- Respond to risk events, ensuring thorough investigation, resolution and alignment with governance requirements.
- Embed operational changes and improvements safely into BAU processes.
- Work closely with suppliers, advisers and internal stakeholders to drive continuous service improvement.
- Support the delivery of good member outcomes through robust controls, clear decision‑making and a strong customer focus.
What you’ll need:
- Experience in pensions operations, member services or a related financial services environment.
- Confidence making judgement‑based decisions in complex or sensitive member cases.
- Strong understanding of risk management, controls and issue resolution.
- Ability to embed change safely into live operational environments.
- Experience managing pension‑related complaints or escalations.
- Experience operating within a trustee‑led governance framework.
- Knowledge of continuous improvement methodologies.
- Strong working background in UK Defined Benefit/Final Salary pensions.
- Experience implementing AI/Technology to improve day‑to‑day activities, reporting or otherwise.
- Extensive experience carrying out a similar role with a Third‑party Administrator or in‑house pension scheme.
Benefits:
- Generous pension contribution of up to 15%.
- Annual performance‑related bonus.
- Share schemes, including free shares.
- Benefits you can adapt to your lifestyle, such as discounted shopping.
- 30 days holiday entitlement plus bank holidays.
- Range of wellbeing initiatives and generous parental leave policies.
Inclusive Workplace: We are committed to diversity, equity and inclusion. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria through the Disability Confident Scheme. We also provide reasonable adjustments at all stages of recruitment to reduce or remove barriers. If you need accommodations, let us know.
Pensions Operations Manager employer: Lloyds Banking Group
Lloyds Banking Group is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With generous benefits such as a substantial pension contribution, performance-related bonuses, and flexible working arrangements, employees are empowered to thrive in their roles while contributing to meaningful outcomes for members. The company's commitment to diversity and continuous improvement ensures that every team member can make a significant impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Pensions Operations Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Lloyds Banking Group on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to pensions operations. We should focus on showcasing our experience with complex member cases and how we’ve driven service improvements in the past.
✨Tip Number 3
Don’t forget to highlight our tech-savvy side! If we’ve implemented AI or technology in previous roles, let’s make sure to mention it. It shows we’re forward-thinking and ready to enhance operations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets seen. Plus, we can tailor our application to match the job description perfectly, making us stand out from the crowd.
We think you need these skills to ace Pensions Operations Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Pensions Operations Manager role. Highlight your experience in pensions operations and member services, and don’t forget to showcase any relevant achievements that align with the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific examples of how you've managed complex member cases or implemented improvements in previous roles.
Showcase Your Decision-Making Skills:Since the role involves making judgement-based decisions, be sure to include examples in your application that demonstrate your confidence and ability to handle sensitive situations effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Pensions Inside Out
Make sure you brush up on your knowledge of UK Defined Benefit and Final Salary pensions. Familiarise yourself with the specific schemes managed by Lloyds Banking Group, as well as any recent changes in pension regulations. This will show that you're not just interested in the role but also genuinely invested in the field.
✨Prepare for Complex Scenarios
Since the role involves making judgement-based decisions on sensitive member cases, think about past experiences where you've had to handle complex complaints or escalations. Be ready to discuss these situations in detail, highlighting your problem-solving skills and how you ensured positive outcomes.
✨Showcase Your Change Management Skills
The ability to embed operational changes safely is crucial. Prepare examples of how you've successfully implemented changes in previous roles, particularly in a live operational environment. Discuss any continuous improvement methodologies you've used and how they benefited your team or organisation.
✨Demonstrate Your Tech Savvy
With the increasing use of AI and technology in pensions operations, be prepared to talk about any relevant experience you have in implementing tech solutions. Whether it's improving reporting processes or enhancing day-to-day activities, showcasing your tech skills can set you apart from other candidates.
