Customer Outcomes & Consumer Duty

• Support the business in maintaining a strong focus on customer outcomes and regulatory best practice.
• Provide technical input into the assessment and resolution of customer issues and complaints, including providing advice on appropriate complaint outcomes where required.
• Support the implementation and ongoing embedding of Consumer Duty requirements across pensions products, services, and processes.
• Review product and customer information to ensure that customers receive clear, accurate, and appropriate information.

Products, Literature & Customer Communications

• Provide technical input into pensions-related literature, customer communications, and published product information.
• Support the compilation and presentation of product information to ensure accuracy, consistency, and regulatory compliance.
• Work with relevant teams to ensure product and service information reflects best practice and supports good customer outcomes.
• Identify areas where customer communications, processes, or product information could be improved.

Training & Development

• Deliver technical training and guidance to the wider business on pensions-related requirements.
• Provide training covering areas such as:
  • Pensions technical matters
  • Regulatory and legislative changes
  • Consumer Duty
  • Products and services
  • Data gathering
  • HMRC requirements and reporting
  • Processes and procedures
• Act as a point of escalation for complex technical questions and support colleagues in developing their pensions knowledge and capability.

Projects & Change

• Lead or contribute to projects involving pensions, compliance, regulatory change, products, and operational processes.
• Translate technical and regulatory requirements into practical project deliverables.
• Work with internal teams and third-party partners to implement changes effectively.
• Identify opportunities for continuous improvement, efficiency, and enhanced customer outcomes.

Client & Stakeholder Management

• Develop strong working relationships with internal stakeholders, clients, and third-party business partners.
• Act as a credible technical representative of the business at client governance meetings and other stakeholder forums.
• Attend client sites when required, typically approximately once per quarter, ensuring effective communication and helping to identify and resolve potential bottlenecks.
• Communicate complex pensions and regulatory issues clearly to both technical and non-technical audiences.

About You

We are looking for someone with significant experience in pensions technical, compliance, operations, or consultancy, who can operate confidently as a subject matter expert within a regulated financial services environment.

You will ideally have:

• Strong technical knowledge of UK pensions - particularly SIPP.
• Extensive experience with HMRC pensions reporting and taxation requirements.
• Good knowledge of pension excesses and associated tax implications.
• Knowledge of bereavement/death benefit arrangements.
• Understanding of PAG reporting and relevant pensions reporting requirements.
• Experience interpreting pensions legislation and regulatory requirements and translating these into practical business processes.
• Experience providing technical guidance to operational teams.
• Experience creating or maintaining processes, procedures, and technical documentation.
• Experience overseeing or working closely with third-party service providers/business partners.
• An understanding of Consumer Duty and its application to pensions products and services.
• Experience contributing to projects and implementing regulatory or operational change.
• Strong written and verbal communication skills, with the ability to explain complex technical matters clearly.
• Confidence working with clients and senior stakeholders.
• A proactive approach to identifying risks, issues, and opportunities for improvement.

Personal Attributes

You will be:

• A credible and approachable technical expert.
• Comfortable acting as the person others turn to for advice.
• Commercially aware, while maintaining a strong focus on regulatory compliance and customer outcomes.
• Analytical and able to interpret complex technical information.
• Practical and solutions-focused rather than purely theoretical.
• Confident challenging existing processes where appropriate.
• Comfortable working independently while collaborating across multiple teams.
• An excellent communicator who can build trusted relationships with colleagues, clients, and external partners.

The Team

You will report directly to the Chief Risk & Compliance Officer and join a team of 6 covering a broad range of risk and compliance responsibilities.

The wider team has responsibility across areas including:

• Regulatory compliance
• FSCS liaison
• Complaints
• Financial crime
• AML/KYC
• Risk and compliance oversight

This role will provide a specialist pensions technical capability within the wider Risk & Compliance function, working collaboratively across the business to ensure that pensions activity is technically robust, compliant, well governed, and focused on delivering the right outcomes for customers.

Why Join?

This is an opportunity to take ownership of a specialist pensions technical function within a growing financial services environment. You will have genuine visibility across the business, working with senior stakeholders, operational teams, clients, and third-party providers, while playing a key role in shaping processes, regulatory change, customer outcomes, and best practice.

The role would suit an experienced pensions professional who wants to move beyond purely operational delivery and take a broader technical oversight, governance, and advisory role.