Pensions Operations Manager

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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.

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 scheme.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and introduce a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role through the Disability Confident Scheme.

We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers — just let us know what you need.

• A generous pension contribution of up to 15%
• An 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
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.