Head of Client Relations

Are you a seasoned professional with a passion for building strong client relationships and leading high-performing teams? Do you have extensive experience in DB pensions administration or consultancy and a proven track record of delivering exceptional client service? If so, we have an exciting opportunity for you!

We’re looking for a Head of Client Relations to join our Pensions Administration business. In this pivotal role, you’ll shape and lead our client relationship strategy, ensuring trustee boards, corporate clients, and advisers receive outstanding service, proactive communication, and strategic partnership.

How You'll Make An Impact

• Lead Strategic Client Relationships: Position our business as a trusted partner to trustees and sponsoring employers, driving a client-centric culture across our teams.
• Inspire and Develop a High-Performing Team: Lead, coach, and develop a team of Client Executives, fostering a culture of proactive relationship management and continuous improvement.
• Engage with Clients and Stakeholders: Build strong, strategic relationships with trustee boards, governance committees, employers, and advisers, while acting as the senior escalation point for complex issues.
• Champion Governance and Risk Management: Ensure robust governance structures, compliance, and risk management across client accounts.
• Drive Commercial Success: Support contract renewals, fee reviews, and new business opportunities while monitoring financial performance and improving profitability.
• Lead Transformation and Innovation: Identify and drive improvements in client experience, digital engagement, and service transparency.
  
  

About You

To succeed in this role, you’ll need:

• Extensive experience in pensions administration or consultancy with significant client-facing responsibilities.
• Proven leadership experience managing client-facing teams.
• Strong knowledge of DB and/or DC pensions legislation, scheme governance, and operational processes.
• Excellent communication, presentation, and negotiation skills.
• Commercial acumen, including fee structures, contract management, and profitability.
• The ability to build trust quickly and maintain long-standing strategic relationships.
  
  

Desirable:

• PMI qualifications or equivalent pensions training.
• Experience in transformation, digital client engagement, or service redesign.
• Knowledge of industry developments such as dashboards, GMP equalisation, and de-risking activity.