Gallagher
Operational & Technical Lead - Pensions
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Head of Operational Assurance, Complaints, and Technical Enablement
Introduction
At Gallagher Benefit Services, you’re a trusted partner to organisations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them.
We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and you can help build a better world of work, think of Gallagher.
Overview
We’re looking for a leader to head up our Operational Assurance, Complaints, and Technical Enablement function. This role is all about ensuring our pension administration services are accurate, consistent, and meet both regulatory and client expectations. You’ll play a key part in helping us grow and adapt during a time of increasing regulatory complexity and operational change.
How You'll Make An Impact
- Lead a proactive audit and assurance framework to identify risks early and drive improvements.
- Oversee complaints management, ensuring fair and consistent handling of cases.
- Translate complex regulatory and technical requirements into practical operational actions.
- Provide technical oversight to ensure processes and communications meet high standards.
- Develop clear, client-friendly updates on regulatory changes to build confidence in our services.
- Lead and develop a multi-disciplinary team, fostering collaboration and continuous improvement.
- Strengthen governance, reporting, and communication with senior stakeholders.
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About You
Essential Criteria
- Have significant experience in pension administration (typically 10+ years).
- Have led multi-disciplinary teams across assurance, complaints, or technical functions.
- Understand governance, audit frameworks, and regulatory requirements.
- Can interpret complex technical information and turn it into practical solutions.
- Are analytical, data-driven, and a strong problem-solver.
- Communicate clearly and manage stakeholders effectively.
- Focus on improving customer experience and driving continuous improvement.
Desirable
- Hold an APMI or EPMI qualification (desirable but not essential).
- Have experience in delivering regulatory change or integrating complex client needs.
- Promote a culture of accountability and constructive challenge.
Legal Requirement
Applicants must already have the legal right to work in the UK.
Compensation and Benefits
On top of a competitive salary, great teams, and exciting career opportunities, we also offer a wide range of benefits.
Core Benefits (depending on job level, these may improve)
- Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days.
- Defined contribution pension scheme, with Gallagher matching contributions.
- Life insurance (paying 4x your basic annual salary, upratable to 10x).
- Income protection, covering up to 50% of your annual income (with options to top up).
- Health cash plan or Private medical insurance.
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Additional Benefits
- Three fully paid volunteering days per year.
- Employee Stock Purchase plan, offering company shares at a discount.
- Share incentive plan (HMRC-approved, tax-effective stock purchase scheme).
- Critical illness cover.
- Discounted gym membership (with access to over 3,000 gyms nationally).
- Season ticket loan.
- Discounted voucher portal (saving on weekly shopping or big purchases).
- Emergency back-up family care.
Inclusion and Diversity
Inclusion and Diversity (I&D) is core to our business. We actively value employees’ differences, ensuring the best possible service to our clients and communities.
Commitments
- Levels Play Living Wage Employer: Accredited with the Living Wage Foundation.
- Disability Confident Commitment: All recruitment processes are accessible, and we support employees with long-term health conditions or disabilities.
- Protects against discrimination on the basis of: gender, sexual orientation, race, religion, age, disability, and more.
- Reasonable adjustments available for any applicant with disabilities—contact TAGlobalSupport@ajg.com for support.
We foster minds in motion, curvature to your career, and everyone’s better future. Think of Gallagher.
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