BPA Senior Adminstration Manager

Royal London Mutual Insurance Society; Alderley Edge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading mutual insurance company is seeking a BPA Senior Administration Manager to lead and inspire the policyholder services team. This role involves overseeing service quality, driving operational improvements, and ensuring excellent outcomes for BPA policyholders. Ideal candidates should have proven leadership in insurance or trustee servicing, strong knowledge of pension legislation, and outstanding communication skills. Competitive benefits include generous leave and a robust pension scheme.

Benefits

28 days annual leave

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Proven leadership experience in managing high-performing teams in insurance or trustee services.
• Skilled in continuous improvement and major change initiatives.
• Strong analytical and communication abilities.

Responsibilities

• Oversee service quality across BPA Policyholder Services.
• Lead strategic planning for BPA Policyholder Services.
• Drive a positive culture and employee engagement.

Skills

Leadership

Change Management

Customer Communication

Pension Legislation Knowledge

PC Literacy

Stakeholder Management

Analytical Problem-Solving

Job description

Overview

Job Title: BPA Senior Administration Manager
Contract Type: Permanent
Location: Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 2nd October 2025

About the role

The BPA Senior Administration Manager role within the Bulk Purchase Annuities (BPA) Operations business unit is designed to lead, develop, engage, and inspire individual policyholder and member services. This position provides strategic leadership and delivery to BPA Operations, ensuring that Royal London delivers excellent outcomes to BPA policyholders and members of defined benefit schemes. The role involves overseeing specialist frontline pension administrators, collaborating closely with the head of BPA Operations and the BPA Administration Manager, and representing Royal London externally to promote its customer service proposition and help win new BPA business.

Responsibilities

• Managing service quality across BPA Policyholder Services:
• Accountable for service quality assurance and day-to-day service delivery.
• Embed effective risk management and strengthen the control environment.
• Act as key escalated support on administration issues.
• Ensure effective, accurate, and efficient performance reporting.
• Safely embed new BPA business into the business-as-usual operating model.
• Provide an efficient benefit administration service for the BPA business.
• Coordinating change and improvement:
• Lead strategic direction and planning of BPA Policyholders Services, aligning with broader BPA Operations strategy.
• Act as the customer and consumer duty champion, challenging teams to maintain service standards.
• Lead and support local continuous improvement across teams.
• Collaborate with other areas to deliver operational change and initiate change where required.
• Creating the right environment for success:
• Lead medium and long-term resource planning for BPA Policyholder Services.
• Align and deploy local resources, understanding wider business unit and demand challenges.
• Drive communications and ensure a clear link between local communications and business strategy.
• Manage and shape a positive, healthy culture (e.g., employee engagement).
• Actively coach, support, and develop direct reports and other team members.
• Additional responsibilities:
• Represent BPA Policyholder Services internally and externally on behalf of the Head of BPA Operations.
• Help host trustees and EBCs in site visits or operational due diligence activities.
• Work closely with the Implementation team and the Data and Technical team to ensure excellent end-to-end operational delivery.

About you

• A Proven leader with experience managing high-performing teams in insurance or trustee customer servicing environments.
• Skilled in initiating and embedding major change and continuous improvement.
• Excellent understanding of customer needs and effective communication.
• Strong knowledge of pension legislation, company policies, and regulatory environment (including FCA Consumer Duty).
• Proficient in PC literacy (Excel, Word, Outlook) and administration/workflow systems.
• Experience working with external suppliers.
• Ability to manage in a dynamic, high-growth environment.
• Capable of interpreting complex details into basic transactional information.
• Track record of attracting and retaining talent.
• Self-managing, organized, and able to prioritize workload.
• Excellent communicator, able to build effective relationships with stakeholders.
• Analytical approach to problem-solving and decision-making.
• Experienced in coaching and developing others.
• Skilled in managing conflict in a balanced manner.

About Royal London

We\'re the UK\'s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We\'ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We\'re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.