Gallagher
Operational & Technical Lead - Pensions
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Operational & Technical Lead - Pensions
Operational Assurance, Complaints & Technical Enablement Senior Lead – Gallagher Benefit Services
Why Gallagher?
At Gallagher Benefit Services, you’re today’s strategic partner for organisations defining their most critical people decisions. We shape benefit strategies, wellbeing programs, and workforce solutions that empower people to thrive in modern workplaces. Our community thrives on bold innovation, trusted expertise, and compassionate collaboration, helping build better workplaces and shape the future of work.
Here, your work matters—whether refining pension administration, ensuring regulatory excellence, or crafting experiences that motivate employees. If you’re driven by purpose, curious by nature, and passionate about meaningful change, explore a role where your ideas grow—and your impact stretches beyond the workplace.
Overview & Purpose
We are seeking a leadership-driven professional to helm our Operational Assurance, Complaints, and Technical Enablement function. This role demands precision, foresight, and accountability to ensure our pension administration services meet:
- Regulatory accuracy
- Operational consistency
- High standards of client satisfaction
Playing a central role in our evolution during increased regulatory complexity, you’ll proactively balance precision, adaptability, and service excellence—driving a culture where continuous improvement matters as much as the work itself.
Key Responsibilities
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Risk mitigiation & value-led assurance – Lead a proactive audit and assurance framework to:
- Identify emerging risks before they impact clients
- Enhance transparent, collaborative risk management processes
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Uphold best-in-class complaints management – Oversee end-to-end complaint handling with:
- Consistency across case resolution
- Fairness, agility, and a commitment to resolution
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Technical & regulatory excellence – Translate complex technical and regulatory challenges into:
- Clear operational insights
- Actionable strategies for advisors, clients, and leadership
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Technical oversight & governance – Ensure robust standards across:
- Process reliability and high-impact operational change
- Stakeholder-aligned communications that convey accuracy and clarity
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Client trust & adaptability – Develop and communicate regulatory updates that:
- Build transparent confidence in our services
- Prepare clients for anticipated work and policy shifts
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Team leadership & development – Cultivate a high-performing, multi-disciplinary team by:
- Fostering a shared accountability culture
- Driving continuous improvement, collaboration, and employee engagement
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Strategic governance & stakeholder alignment – Strengthen:
- Reporting alignment with board-level decisions
- Transparent communication with partners, regulators, and executives
What You Bring
Core Requirements
- 10+ years’ depth in pension administration, with an enduring commitment to standard-setting and operational robustnss.
- Proven experience leading multidisciplinary teams (assurance, complaints handling, technical functions, or equivalent).
- Deep understanding of governance frameworks, audit protocols, and UK pension legislation (e.g., PSPC, Pensions Act 2008, Actuaries Act).
- Keen ability to unravel technical complexity and distil it into clear, practical guidance for teams and clients.
- Analytical rigor combined with hands-on problem-solving, data-driven decision-making, and an incapability to dismiss risks at either micro or macro levels.
- Outstanding stakeholder engagement skills: confident when interfacing with executive leaders, advisory boards, regulatory bodies, and client-facing colleagues.
- Practical commitment to improving customer experience through streamlined workflows and operational finesse.
Adding Value (Nice To Have)
- Hold an Accredited Pension Manager Institute (APMI) or Excellence (EPMI) qualification.
- Prior experience in regulatory change delivery, signposting, or service transformation projects.
- Aayaan to challenge assumptions constructively, fostering open dialogue and introducing rigorous solutions.
Mandatory Note: Full legal right to work in the UK (visa sponsorship or UK citizenship required).
Why Join Us? Culture & Commitment
Our rationale for excellence is threefold:
- Trust through rigor – Trusted partners excel; we do not compromise.
- Collaborative leadership – Seek to understand before being understood.
- Meaningful action – Work culture equals impact, every day.
Professional & organisational responsibilities
- Rights & equity: Gallagher is committed to equal opportunity in line with principles of the Equality Act 2010, prohibiting discrimination on any grounds.
- Supporting all employees: Enable accessibility within decisions and policies, ensuring long-term support for health conditions and disabilities—housing intrinsic support via The Schools’ Travel Plan support and the Gallagher Diversity, Equality & Inclusion Council.
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What We Offer
Gallagher’s dedication to people-powered solutions extends beyond your salary. Here’s how we support your organisational success and personal growth:
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Holistic well-being benefits –
- Minimum 25 days’ holiday + bank holidays + opportunity to purchase extra days.
- Pension plan with company matching.
- Life insurance (base payout: 4× annual salary; top-up to 10× available).
- Income protection (up to 50% covered; additive top-ups).
- Health cash plan or Private medical insurance.
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Life inspiration –
- Volunt/checking: Three paid days annually.
- Financial reward for employees –
- Employee Stock Purchase Plan (discounted shares).
- Share Incentive Plan (SIP).
- Health & vitality support –
- Discounted gym memberships (over 3,000 gyms nationwide).
- Critical illness cover.
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Extras to make life OnPoint –
- Season ticket loan.
- Employee discount voucher portal.
- Family back-up support.
Embracing Inclusion and Diversity
Inclusion drives advancement—we embed sustainability in everything we do.
- Employee-led communities: Partnerships with groups like Pride Communities and Women’s Network Scotland (fostering equity and ownership).
- Disability Confident Commitment: Continual investment in accessible recruitment, long-term health/wellness support, and reasonable adjustments to empower all abilities.
- Advocacy at all levels: Gallagher earns its Living Wage employer designation, committing to wages above the minimum legal standard.
If you require adjustments to the application process—discreet, flexible support available. Contact the Gallagher team on TAGlobalSupport@ajg.com, or request a tailored call-back for direct engagement.
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