FDM is a global business and technology consultancy.

We are looking for a Pension Operations Analyst to join our client in the UK Wealth Management and Personal Pensions sector. This is an initial 6-month contract with the potential to extend. The role follows a hybrid working model, in Horsham with regular office attendance expected to support team development, knowledge sharing, and service improvement.

Our client is entering a significant period of growth following a recent ownership change, managing approximately £5bn of pension assets during a period of significant growth. They are investing in specialist pensions capability to improve service performance, strengthen controls, and prepare for future acquisitions. The UK personal pensions market is expected to grow substantially over the coming years. To meet this opportunity, the business is building a more scalable, specialist, and data-driven operating model.

The Pension Operations Analyst will contribute to the creation of specialist pension capability across areas such as transfers, drawdown, pension benefits and taxation, playing a visible role in shaping the future operating model of the pensions business and helping move the operation from a predominantly generalist model to a specialist centre of excellence.

As a Pension Operations Analyst, you will help achieve two important goals:

• Restore service performance by reducing a backlog of pension cases and improving client outcomes.
• Help build a stronger future-state operating model that supports growth without compromising service quality.

You will work closely with the Head of Operations and contribute to wider change initiatives, making your impact visible from day one.

Responsibilities

• Take end-to-end ownership of complex pension cases across SIPP administration, contributions, transfers, drawdown, benefit crystallisation events (BCEs), UFPLS, PCLS and pension payroll.
• Clear backlog volumes and manage new business activity within agreed service levels, using effective prioritisation and case management to deliver positive client outcomes.
• Process high-value and non-standard pension cases, applying technical expertise across pension benefits, taxation, cash management, disclosures and reporting requirements.
• Build strong relationships with clients, advisers, ceding schemes and third parties, proactively resolving issues and communicating progress clearly and professionally.
• Apply pension legislation, HMRC requirements and regulatory obligations accurately, ensuring compliance with tax rules, Consumer Duty expectations and operational controls.
• Maintain accurate records, audit trails and case documentation that support quality assurance, regulatory compliance and audit requirements.
• Act as a technical specialist for pension benefits and drawdown activity, providing guidance on complex cases and supporting the development of team capability.
• Contribute to the creation of a specialist pensions function by documenting procedures, improving knowledge sharing, reducing key-person dependency and embedding best practice.
• Support operational improvement initiatives by identifying process efficiencies, strengthening controls, enhancing management information and reducing manual intervention.
• Help prepare the pensions operation for future growth and acquisitions by supporting operating model redesign, scalability planning and change initiatives that improve service performance and client outcomes.
• Support the development and enhancement of operational MI, helping leadership improve forecasting, workload management, service performance and operational decision-making.
• Work closely with senior operational leadership and contribute to transformation initiatives while building a scalable pensions operation capable of supporting future acquisitions and market growth.