Head of Operations - Digital Transformation - Pensions

Head of Operations - Digital Transformation - Pensions - Global Financial Services | Senior Leadership Role
UK-Based | Flexible Working

The Opportunity

A rare senior leadership opportunity for an experienced Head of Operations working in Pensions Administration or Financial Services Operations to join a thriving global firm with revenues in excess of $10 billion. This is a high-impact, strategic role overseeing digital transformation, AI-enabled operations and end-to-end pension services delivery.

Feedback from professionals we have placed with this firm consistently highlights an outstanding working culture, genuine career progression, flexible working, a generous pension and excellent benefits. If you are looking to make a strategic career move to a world-class global organisation, this is an exceptional opportunity.

The Role

You will lead a multi-location operation of approximately 1,500 colleagues, owning the operational strategy and driving the digital evolution of pension services delivery. You will champion AI-enabled capabilities, intelligent automation and member self-service adoption - shaping the future of a high-performing, multichannel Service Centre operation.

You will also serve as the senior escalation point for complex client situations, leading root cause analysis and timely resolution while maintaining confidence with senior stakeholders.

Key Responsibilities

• Own end-to-end pensions administration delivery, ensuring accuracy, compliance and contractual performance
• Drive digital transformation and AI-enabled operations in partnership with Technology and Product teams
• Shape and execute the strategic direction of a multichannel Service Centre operation
• Lead senior client escalations, providing swift, structured resolution and transparent communication
• Contribute to long-range business strategy and identify opportunities for revenue growth
• Develop and inspire the operations leadership group, embedding a continuous improvement culture

The Ideal Candidate

• Extensive leadership experience in pensions administration or large-scale regulated financial services operations
• Proven track record of shaping digital and technology requirements for operational platforms
• Experience leading large, multi-location teams through technology-driven transformation
• Ability to define and execute multi-year digital transformation roadmaps
• Strong client escalation and stakeholder management experience at senior level
• Data-driven with excellent communication and influencing skills

Why This Role

This is a dynamic, fast-paced environment where ambitious professionals thrive alongside world-class talent. The firm offers flexible working, a generous pension, excellent benefits and exceptional opportunities for professional development and career progression within a truly global organisation.