Operational & Technical Lead - Pensions

Introduction At Gallagher Benefit Services, you’re a trusted partner to organizations 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 where 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. About You • 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. It’s a plus if you: • Hold an APMI or EPMI qualification (desirable but not essential). • Have experience delivering regulatory change or integrating complex client needs. • Promote a culture of accountability and constructive challenge. 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. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: • Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days • Defined contribution pension scheme, which Gallagher will also contribute to • Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x • Income protection, we’ll cover up to 50% of your annual income, with options to top up • Health cash plan or Private medical insurance Other benefits include: • 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 plan • Critical illness cover • Discounted gym membership, with over 3,000 gyms nationally • Season ticket loan • Access to a discounted voucher portal to save money on your weekly shop or next big purchase • Emergency back-up family care • And many more… We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities. We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know. Should you require reasonable adjustments to your application, please get in touch with . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch. Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender exp