Head of Pensions Services & Digital Operations

Great opportunity to join us in our Outsourcing GB line of business as Head of Pension Services & Digital Operations.

Reporting to the Head of Outsourcing GB (OGB), the Head of Pension Services & Digital Operations is a senior leadership role responsible for driving the strategic, operational, and future state specification / transformation of WTW’s digital first pensions administration. The role blends operational excellence with digital innovation, overseeing service delivery and transformation initiatives across the UK, India, and Philippines delivery footprint.

It ensures the delivery of consistent, high quality pension administration while advancing member self-service adoption, simplifying processes, and championing automation and platform modernisation to enhance administrator, member and client experiences.

A core part of this role is transforming the Service Centre proposition and Administration operating model through the implementation of innovative technology and AI— streamlining processes reducing manual effort and embedding intelligent automation to focus on member experience which in turn boost efficiency, reduces cost to serve, and increases scalability. As a senior operational and digital leader, you will shape strategy, be responsible for the specification of technical changes, and define the future direction of end-to-end pension services across Outsourcing GB.

Another critical element of the role is providing senior leadership and direction during complex client situations, including rapid troubleshooting, root cause analysis, and timely resolution of high priority escalations. You will function as a key escalation point for senior clients and internal stakeholders, safeguarding operational stability and maintaining trust and service confidence
 

Leadership 

• Lead the end-to-end delivery of high-quality pensions administration services across Outsourcing GB, ensuring accuracy, compliance, timeliness, and contractual performance
• Own the operational strategy and proposition for member and client services, aligned to organisational goals, regulatory obligations and ensuring the operation is resilient.
• Provide direct reporting management to senior leadership team, with matrix accountability for large, multi location operations across the UK, India, and the Philippines, consistent with roles overseeing a workforce of approximately 1,500 colleagues
• Function as a senior operational figurehead in key client interactions, supporting retention, satisfaction, and growth.

Digital Enablement & Transformation

• Develop and build an Operating Model that promotes member digital‑first interactions by defining operational requirements and recommending enhancements to Technology and Product teams, then leading Operations through the resulting change.
• Shape & execute the strategic direction of OGBs high performing, multichannel Service Centre operation, driving the evolution of the service proposition through intelligent technologies, AI enabled capabilities, and continuous improvement. 
• Partner with Technology, Product, and Platform teams by identifying required improvements, specifying operational needs, and shaping technology change requests, ensuring that solutions delivered by these teams meet the needs of Operations. The role does not own the technology delivery itself, but is accountable for driving successful adoption across administration teams. 
• Champion simplification initiatives, enabling frictionless customer journeys and reducing manual processes. 
• Sponsor digital and operation components of major transformation programmes, including platform upgrades, onboarding accelerators, and AI assisted operations

AI, Digital & Technology Enabled Transformation

• Act as the voice of Operations, providing clear specifications, user requirements, and improvement proposals to Technology and Product teams, ensuring development priorities reflect operational realities. 
• Drive the specification and operational integration of AI‑enabled tools—working with Technology and Product teams who own the platforms—ensuring administration teams are prepared, trained, and structured to adopt and embed new capabilities.
• Partner with Technology and Digital Enablement teams to design and implement new tools that streamline workflows, reduce manual effort, and enhance decision support.
• Embed automation to improve accuracy, reduce repeat contacts, and drive consistent experiences across channels (phone, web, chat, email)

Strategic Leadership & Growth 

• Be a leading voice to the long-range business strategy for OGB. 
• Identify and drive new service opportunities supporting revenue growth and margin improvement. 
• Sponsor the operational change elements of transformation programmes by setting clear operational requirements, influencing solution design, and leading adoption activities, while Technology and Product teams own technical delivery
• Partner with other Lines of Business to leverage firm wide opportunities

Client Escalation & Resolution  

• Provide senior oversight and leadership during complex or sensitive client escalations, ensuring swift, structured, and effective resolution.
• Lead rapid troubleshooting and root cause analysis for high priority issues, embedding corrective and preventative actions into operational teams. 
• Function as the primary escalation point for senior clients and stakeholders regarding Administration performance, maintaining clear, timely and transparent communication throughout issue resolution. 
• Establish and continuously refine escalation pathways, governance, and response standards to improve operational resilience and client confidence. 
• Partner with Technology, Client Services, and Operations leadership to address systemic issues, ensuring learnings translate into service and digital improvement initiatives. 
• Monitor escalation trends and service risks, proactively identifying opportunities to strengthen processes, controls, and digital capabilities that minimise future incidents

Excellence 

• Instil, through being a strong role model, best practice operational leadership behaviours throughout OGB operations & actively develop the operations leadership group
• Support and accelerate a Continuous Improvement culture and supporting behaviours within OGB operations; promote and sponsor improvement activities within the business to drive progression towards better working practices and performance
• Develop and maintain effective process governance and controls to ensure that operational activities are being conducted consistently within and across teams and in line with business best practice and appropriate regulation

People

• Provide strong operational leadership to the business at all levels and across departments to deliver the required business performance.
• Develop systems to ensure staff are developed at all levels of Operations to enable successful operations performance
• Conduct performance/appraisal reviews and where necessary initiate performance management.
• Manage career development for allocated business unit teams, to include coaching, mentoring, leading and monitoring. Motivate and reward to retain key individuals
• Collaborate with colleagues to ensure high levels of service are achieved.
   

What you’ll bring

• Extensive leadership experience in pensions administration or largescale financial/regulated operations
• Experience shaping and specifying technology requirements for operational tools and platforms, with a track record of turning operational insight into clear, actionable change requests.
• Demonstrated ability to lead teams through technology‑driven change without directly owning technical delivery
• Ability to assess digital maturity, identify capability gaps, and shape a multi year roadmap for digital transformation
• Data driven mindset with experience interpreting performance insights and operational metrics
• Proven experience managing high priority client escalations, including rapid issue assessment, structured troubleshooting, and timely resolution.
• Track record of acting as a senior escalation point for clients and internal stakeholders, maintaining confidence through clear communication and decisive leadership
• Strong leadership and influencing skills; extensive experience of leading others through change
• Engaging personal style and a cultural fit within the existing leadership team

What we offer 

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com