Pensions Service Manager

We’re looking for a Pensions Service Manager to join our Customer Experience team and lead a group of Administrators who support the delivery of high‑quality pension servicing. You’ll focus on building capability, driving performance and maintaining consistently strong customer outcomes. As part of this role, you’ll oversee onboarding and development for new and junior colleagues, manage escalations, and support continuous improvement across the team. You’ll also contribute to strengthening our operational controls, governance standards and service quality.

Duties & Responsibilities

• Lead, coach and develop a team of Administrators, supporting performance, engagement and continuous growth.
• Oversee training, onboarding and cross‑skilling activities to build capability, resilience and a strong, inclusive team culture.
• Act as the escalation point for complex or sensitive cases, providing clear guidance and ensuring positive customer outcomes.
• Maintain strong operational control standards by managing risk events, ensuring compliance with relevant legislation and preparing for audits.
• Work collaboratively with internal teams and external partners to deliver service improvements, enhance processes and strengthen end‑to‑end experiences.

Skills & Experience:

• Strong background in operational or customer‑servicing environments, with people‑leadership experience.
• Excellent communication and interpersonal skills, with the ability to influence and support colleagues at all levels.
• Strong problem‑solving skills and sound judgement when handling complex situations.
• Good understanding of governance, risk, regulatory frameworks and quality standards.
• Effective planning and time‑management skills, able to balance competing priorities in a fast‑paced environment.
• High attention to detail, a customer‑first mindset and confidence working with MI to support decisions and improvements.

What will you get for this role?

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.

• A competitive market leading salary depending on skills, experience, and qualifications
• Generous pension (employee contribution matching of up to 14% if you contribute 8%)
• Annual performance related bonus and pay review
• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• TaxSaver Travel Scheme
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Professional qualification support and transparent career progression plans
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact kate.ohara@aviva.com