Description:
McFall Recruitment are looking for an experienced Customer Services - Pensions Manager to lead, shape, and uplift a pensions customer services function undergoing significant change. This is a senior leadership role for someone who combines deep technical pensions expertise with strong people leadership, and who can build sustainable capability while creating a team fit for the future.
You’ll play a critical role in stabilising performance, strengthening controls, and developing a high-performing, customer-centric pensions administration team.
You must hold the following:
- CF1 – UK Financial Services, Regulation & Ethics
- FA2 – Pensions Administration (Life Office Administration)
- FA5 – Certificate in Investment Operations (ISA Administration)
What You’ll Be Doing
- Re-energising and aligning Team Leaders, ensuring clarity of roles, expectations, and delivery standards.
- Designing and building a future-fit pensions administration structure with the right skills, capacity, and succession planning.
- Creating and maintaining a skills and capability matrix, identifying gaps and supporting targeted development.
- Driving uplift in team capability through coaching, development, and performance management.
- Overseeing servicing of the Pensions and Annuities book, ensuring accurate, timely, and customer-focused delivery.
- Providing operational oversight to ensure quality, consistency, and control across all administration activity.
- Working closely with Compliance, Risk, Complaints, QA, HR, and L&D to strengthen governance and continuous improvement.
- Building strong internal and external stakeholder relationships as a credible and trusted leader.
- Leading from the front with a hands-on, accountable, and high-standards approach.
What We’re Looking For
- Proven expertise in pension products and pensions legislation.
- Strong understanding of regulatory requirements, governance frameworks, and operational risk.
- Confident, credible people leader who can motivate, challenge, and develop management teams.
- Experience in capability assessment, talent mapping, and organisational design.
- Excellent stakeholder management and communication skills at all levels.
- Someone who thrives in change environments, brings structure to complexity, and delivers outcomes.
- A collaborative leader who sets the tone, builds trust, and drives performance.