Pensions Operations Manager

End Date

Tuesday 10 March 2026

£61,344 - £68,160

Hybrid Working, Job Share

Member Services is part of the Group Pensions Team within the People & Places division of Lloyds Banking Group. We look after the pension arrangements of around 300,000 of our colleagues and former colleagues, working with a network of suppliers and advisers and reporting to an independent Trustee Board. There are several different pension schemes, with different heritages and benefit structures, and overall the portfolio is among the largest private pension arrangements in the UK both by assets under management and membership.

Our purpose is to support good member outcomes. Part of running the schemes effectively is supporting members with their bespoke pension related queries and working with suppliers to ensure they can provide a quality service to members, that will evolve through identification of continuous improvement.

JOB TITLE:

Pensions Operations Manager

SALARY: £59,850 - £66,500

LOCATION:

Edinburgh, Bristol, Leeds or Halifax

HOURS:

Full-time

WORKING PATTERN:
Our work style is hybrid, which involves spending at least two days per week, or 40% of time at one of the offices stated above

Help shape outstanding pension outcomes for 300,000 colleagues and former colleagues across one of the UK’s largest private pension portfolios.

Member Services sits within the Group Pensions Team, part of the People & Places division at Lloyds Banking Group. The team is responsible for supporting the pension arrangements of around 300,000 current and former colleagues across several pension schemes with differing histories and benefit structures. Collectively, these schemes represent one of the largest private pension portfolios in the UK, both by assets under management and membership, and operate under the oversight of an independent Trustee Board.

Our purpose is to support good member outcomes. A key part of that is ensuring members receive high‑quality, responsive support for their pension‑related queries, while working closely with external suppliers and advisers to continuously improve service delivery. This role plays a critical part in ensuring day‑to‑day operational excellence, strong governance and the safe embedding of change into business‑as‑usual operations.

• Provide day‑to‑day operational oversight of WTW, ensuring service delivery aligns to agreed standards and member expectations
• Manage delegated, judgement‑based member case decisions, including the handling of complex and sensitive complaints
• Respond to risk events, ensuring issues are thoroughly investigated, addressed and resolved in line with governance requirements
• Embed operational changes and improvements safely and effectively 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

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

• Experience in pensions operations, member services or a related financial services environment
• Confidence making judgement‑based decisions in complex or sensitive member cases
• A solid understanding of risk management, controls and issue resolution
• The ability to embed change safely into live operational environments
• Managing pension‑related complaints or escalations
• Experience operating within a Trustee‑led governance framework
• Knowledge of continuous improvement methodologies
• A strong working background in UK Defined Benefit/Final Salary pensions.
• Experience of 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…