Head of Client Services Pensions

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like‑minded people driving change at Howden.

Role Purpose

The Head of Client Services –Pensions is responsible for leading and developing a high-performing Client Services function, ensuring the consistent delivery of exceptional colleague, consultant and client experiences across their specialism. The role provides strategic and operational leadership, ensuring the function operates effectively, efficiently and in accordance with regulatory, governance and business requirements. This role sits between Client Services Managers and the Head of Professional Excellence & Client Services and on a day-to-day basis ensures: Consistent delivery of high-quality client servicing outcomes Effective leadership and development of management teams Strong governance, compliance and risk management oversight Delivery of business objectives and functional goals Capacity and capability aligned to current and future business needs A culture of professionalism, accountability, collaboration and continuous improvement The Head of Client Services acts as the senior point of escalation for significant operational, client or people matters and is accountable for ensuring their area is appropriately structured, resourced and governed to support sustainable growth and service excellence.

Key Responsibilities

• Leadership & People Development Provide leadership, direction and support to Principal Managers, Managers and Associate Managers. Create a high-performance culture focused on accountability, engagement, development and client outcomes. Drive implementation of the Professional Excellence Programme and associated capability frameworks. Ensure robust succession planning and talent development across all levels. Lead quarterly talent reviews and contribute to broader organisational talent discussions. Build management capability through coaching, mentoring and constructive challenge. Champion colleague engagement, wellbeing and inclusion.
• Operational Leadership & Service Delivery Maintain overall accountability for operational performance across the relevant Client Services function. Ensure delivery of service standards, contractual commitments, regulatory requirements and key milestones. Monitor workload distribution, resource utilisation and operational resilience. Ensure effective management of service pressures, operational risks and emerging issues. Drive consistency of approach, standards and outcomes across teams. Oversee implementation of operating models, process improvements and organisational changes. Ensure business continuity arrangements remain appropriate and effective.
• Client, Consultant & Stakeholder Relationships Develop and maintain strong relationships with Client Directors, Consultants, Sales Professionals and key stakeholders. Support the resolution of complex, escalated client matters. Promote a collaborative approach between Client Services, Consulting and other business functions. Ensure Client Services is viewed as a trusted and valued strategic partner. Contribute to client retention, growth and service excellence initiatives. Represent Client Services in strategic business discussions and projects.
• Governance, Risk & Regulatory Oversight Ensure compliance with all regulatory, legal and internal governance requirements. Maintain oversight of Consumer Duty obligations and customer outcome considerations. Ensure appropriate controls, quality assurance processes and peer review arrangements are in place. Review operational risks and ensure appropriate mitigation and escalation. Support audits, reviews, investigations and regulatory enquiries where required. Champion accurate record keeping, documentation standards and data integrity. Ensure adherence to product governance, insurer and provider requirements.
• Financial & Resource Management Contribute to budget planning and financial performance management. Ensure resources are deployed effectively to meet business demands. Monitor productivity, efficiency and operational performance indicators. Identify opportunities to improve operational effectiveness and reduce inefficiencies. Support recruitment planning and organisational design activities. Ensure workforce planning aligns with current and future growth requirements.
• Continuous Improvement & Transformation Lead continuous improvement initiatives across the function. Drive simplification, standardisation and optimisation of processes. Support implementation of new systems, technology and business change initiatives. Use management information, colleague feedback and client insights to identify opportunities for improvement. Encourage innovation and promote a culture of learning and adaptability. Ensure lessons learned from incidents, complaints, breaches and quality reviews are translated into meaningful improvements.
• Strategic Leadership Contribution Contribute to the wider Client Services strategy and future direction. Support achievement of Client Services goals and organisational priorities. Provide insight and recommendations regarding organisational capability, capacity, risks and opportunities. Lead strategic projects and initiatives as required. Act as an ambassador for Client Services and support a consistent leadership approach across all functions. Promote collaboration across Health, Risk, New Business and Pensions Client Services functions.

Core Management Expectations

Core management expectations are detailed in a separate document and are in addition to the expectations as detailed in this job description.

Behaviours & Attributes

• Champion change and continuous improvement by proactively leading transformational initiatives, creating an environment that embraces innovation, and consistently demonstrating a growth mindset through both actions and decision making.
• Adopt and promote a strategic and enterprise-wide perspective, ensuring decisions consider broader commercial, operational and people impacts whilst aligning with organisational priorities.
• Anticipate future business requirements, identifying opportunities, risks and emerging trends that may influence the success, effectiveness and sustainability of Client Services.
• Lead with influence, credibility and emotional intelligence, building strong relationships across all levels of the organisation and effectively navigating competing priorities and stakeholder needs.
• Remain calm, resilient and decisive when leading through complexity, uncertainty or periods of significant change, providing confidence and clear direction to others.
• Develop high-performing leaders by creating an environment of accountability, trust, constructive challenge and continuous learning.
• Apply sound judgement to assess operational, regulatory, reputational, and commercial risks, ensuring appropriate mitigation, governance and escalation.
• Demonstrate confidence, ownership and accountability for outcomes, making informed decisions that support colleagues, clients and the long‑term success of the business.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new. We support each other in the small everyday moments and the bigger challenges. We are determined to make a positive difference at work and beyond.

Reasonable adjustments

• We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.
• Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
• Not all positions can accommodate changes to working hours or locations.

Permanent Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we're a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long‑term, minority growth‑equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that's embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.

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