Head of PRT Customer Operations & Strategy

Standard Life; Greater London; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Bonus

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Job summary

Standard Life is seeking a Head of Customer Operations for PRT Operations in London. This senior role shapes customer operations capability for Pension Risk Transfer growth, partnering across Business Development, Operations, Technology and TPAs to deliver scalable, high-quality outcomes for Trustees, schemes and members.

You will influence long-term strategy, lead transformation, and manage senior stakeholder relationships to ensure delivery in a regulated environment across the UK PRT market.

Qualifications

• Significant leadership experience in UK Pension Risk Transfer/Bulk Purchase Annuity markets.
• Strong technical understanding of Defined Benefit pensions (buy-in/buyout/onboarding).
• Commercial and strategic mindset linking operational decisions to growth and outcomes.
• Experience influencing transaction, proposition or operating model decisions with credibility.
• Strong senior stakeholder capability with Trustees, EBCs and institutional clients.
• Proven people leadership, building high-performing teams.
• Experience overseeing customer outcomes and complaints in a regulated environment.
• Experience shaping and scaling complex operations with TPAs and partners.
• Track record of leading transformation and building capability as organisations grow.

Responsibilities

• Shape and lead our PRT customer operations strategy and operating model.
• Partner with Business Development & Origination to translate opportunities into delivery.
• Lead end-to-end post-transaction customer operation from onboarding to servicing.
• Build trusted relationships with Trustees, advisers and stakeholders at senior levels.
• Own performance governance of customer operations and third-party administration.
• Drive transformation to enhance propositions, processes and technology.
• Provide visible leadership and cultivate a high-performing, accountable culture.
• Influence senior leaders to align customer/operational considerations with strategy.

Skills

PRT leadership

PRT lifecycle

Defined Benefit pensions

Commercial mindset

Stakeholder management

People leadership

Customer outcomes oversight

TPA oversight

Transformation & scalability

Education

Pensions/financial services qualification

Job description

Standard Life is seeking a Head of Customer Operations for PRT Operations in London. This senior role shapes customer operations capability for Pension Risk Transfer growth, partnering across Business Development, Operations, Technology and TPAs to deliver scalable, high-quality outcomes for Trustees, schemes and members.

You will influence long-term strategy, lead transformation, and manage senior stakeholder relationships to ensure delivery in a regulated environment across the UK PRT market.