Client Delivery Manager

Client Delivery Manager

We are working with a well-established, values-driven pensions organisation to recruit a Client Delivery Manager for a newly created team within their Client Delivery function.

This is a great opportunity for an experienced pensions professional who enjoys shaping services, building teams, and driving high-quality client outcomes. The role offers genuine influence over how the team is structured, how objectives are delivered, and how client service evolves.

The Role

Reporting to a Senior Manager, you will play a key role in delivering a high-quality pensions service to trustee bodies, sponsoring employers and employer committees across a portfolio of defined benefit pension schemes.

As part of a newly formed team, you will have the opportunity to help design ways of working, embed best practice, and influence service delivery from the ground up.

Key Responsibilities

• Proactively support the delivery and coordination of all client delivery services across a portfolio of pension schemes
• Act as a key point of coordination between Client Relations and Trustee Services teams, ensuring efficient and responsive client engagement
• Provide project management support across a range of activities including annual scheme reviews, employer surveys, communications projects and ad-hoc initiatives
• Support and oversee employer communications, including announcements, booklets, presentations, webinars and events
• Coordinate employer mailing data and contribute to wider data governance initiatives
• Support Employer Committees through relationship management, reporting, governance documentation, budgeting and secretarial services
• Produce high-quality reporting, governance papers and business plans for engagement with trustees and employer bodies
• Identify and implement service improvements based on customer feedback and satisfaction measures
• Ensure effective risk controls are in place and all work is delivered in line with governance, data protection and information security policies
• Act as a professional ambassador for the organisation at all times

People Leadership & Team Development

This role includes line management responsibility for two direct reports who will have little to no prior pensions experience. As such, this position is well suited to someone who enjoys coaching, training and developing others, and who can translate technical pensions knowledge into clear, practical guidance.

You will:

• Shape the structure, priorities and ways of working of a new Client Delivery team
• Support, train and develop junior team members, building their technical knowledge and confidence
• Allocate and oversee work, ensuring outputs meet quality, governance and regulatory standards
• Foster a positive, engaged, high-performance team culture

Skills & Experience

Essential:

• At least 5 years’ experience in pensions client relationship or delivery roles
• Strong understanding of legislative and governance requirements affecting pension schemes
• Proven experience producing high-quality pension communications
• Excellent presentation, communication and stakeholder management skills
• Strong organisational skills with the ability to manage multiple priorities

Desirable:

• Experience of multi-employer defined benefit arrangements
• Pension scheme secretarial experience
• Knowledge of the charitable or not-for-profit sector
• Project management experience

Personal Attributes

• Customer-focused, professional and collaborative
• Comfortable working in a developing environment with scope to influence change
• Highly organised, risk-aware and quality-driven
• Motivated by building teams, improving processes and delivering excellent client outcomes

Why Apply?

• Be part of a newly created team with real influence over how it operates
• Shape service delivery rather than inherit existing processes
• Develop and mentor junior team members
• Work in a values-led organisation with a strong focus on quality and governance