Head of Client Services
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. They play a key part in providing our clients and members with a market-leading service on Defined Benefits (DB), Defined Contribution (DC) and CARE pension arrangements.
We currently have an exciting opportunity to join this department as a Client and Proposition Lead, within one of our four offices.
What will your role look like?
You will provide a high-quality service to clients by combining expert relationship management skills with a technical knowledge of pensions administration whilst developing new business opportunities with a proposition lead focus.
Though this is a varied role, your key tasks will include:
- Establishing effective organisational structures to deliver the commercial strategy, ensuring consistent levels of best practice.
- The development of pricing strategies to win new clients and retain existing clients and agreeing these with relevant HoBUs.
- Strategic management of individual client opportunities throughout the tender process including the execution of pricing strategy.
- Leading the renegotiation of existing client fees and contracts, including attendance at client meetings.
- Working with senior managers to manage client account development and client profitability over client lifecycle and across all client services.
- Working with senior managers to develop and deliver client improvement plans.
- Being the senior point of contact for strategic client relationships.
- Ensuring monthly billing is in line with contracts
- Lead the annual review of the TPA proposition strategy, producing forecasts of income and profit for the TPA annual business planning cycle.
- Work with Proposition Owners (PO’s) and the TPA leadership team to ensure commerciality and delivery of proposition business plans to existing clients, providing guidance and constructive challenge as needed.
- Integrate best practice in relation to client management and proposition development.
- Provide leadership and support to the commercial team, client managers and proposition owners to enable them to thrive in their role.
- Lead others to engage with transformation and change, building a culture of continuous improvement.
- Oversee the proposition related MI using the data to continuously improve.
- Respond to various requests from the BU and market leadership team in relation to propositions.
To enjoy and succeed in this role, you will have:
- Extensive experience of day-to-day pension administration – ideally in DB, DC and CARE pension arrangements.
- Demonstrable track record of developing Third Party Administration propositions.
- Can articulate an awareness of the market direction and a vision for Third Party Administration propositions.
- Demonstrable track record in sales, new business development process and best practice and / or commercial client relationship management.
- Strong interpersonal and communication skills demonstrated in the ability to work successfully with all levels of consultant and client.
- Focussed on purposeful solutions, making pragmatic decisions including prioritisation.
- Thrives in a fast-paced environment, leveraging the changing landscape to our benefit and able to stay resilient in the face of challenges.
- Motivated to get the best out of others by building collaborative, consultative, hands-on relationships that are especially strong during periods of change.
- Manages sensitive conversations with diplomacy, inclusivity, and a high level of emotional intelligence.
Ideally, we would be looking for candidates to hold a professional qualification such as Associate Membership to the Pension Management Institute (or be working towards this). However, we would also be open to applications from candidates who could bring a knowledge of the UK pensions market from relevant industry experience.
A more detailed list of requirements for this position is available within the role profile – which is available on request.
In addition to a competitive salary and access to our profit share scheme, we offer:
- A flexible selection of employee benefits, so you can choose a package that best matches your lifestyle and needs.
- A collaborative and encouraging work environment where your thinking and ideas are encouraged.
- On site mental health and wellbeing assistance.
- A commitment to helping you develop both personally and professionally, with mentoring opportunities and access to our award-winning learning portal, Aspire.
- Regular social activities, in addition to three days paid volunteering leave each year and a day’s leave to celebrate your birthday.
- Hybrid working so you can enjoy the positive wellbeing of working from home as well as the benefits of meeting colleagues in our sociable, modern office environments.
About Us
Together, we’ve been building better futures for over 100 years. For our people, our clients and their people, our communities and the environment.
We thrive on tackling complex problems. And we believe those problems are best solved by diverse teams – diverse in skills, approaches and backgrounds. Our independence lets our people be themselves and think freely, while working in a collaborative, supportive environment. We love innovative, independent thinking and want everyone to share their ideas.
Working alongside employers, trustees and financial services institutions, we offer pensions, investments, benefits and risk consulting services, as well as data and technology solutions. With over 1000 employees and counting, we’re one of the leading consultancies in our field and are proud to be recognised by numerous industry awards.
We’re committed to developing our people and encourage everyone to carve out their own career path. We’ve many colleagues who started out in one team in the business and have ended up somewhere completely different, having had the chance to develop new skills and explore new passions.
We are continually working to improve our inclusive culture and employ diverse talent. We therefore welcome applications from people from all backgrounds, which includes but isn’t limited to: age, disability, ethnic heritage, gender, marital or civil partnership status, neurodiversity, religion, sexual orientation, and socio-economic background.
Our hybrid working model offers the best of both worlds – home working as well as a fun, collaborative office environment - meaning flexible working patterns to accommodate individual needs. Find out more about our careers here.
If you need any assistance in relation to a personal requirement, medical condition or neurological difference during our selection process then please let us know.
Together, we can make this the best job you’ll ever have.
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