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Chief Service Delivery Officer

2 months ago

Greater London, United Kingdom SAUL Trustee Company Full time

Closing date and process: 11 October 2024 by 3pm. 

Interviews due to take place shortly after the closing date, subject to diaries and availability. The interviews will involve the CEO, members of the Executive Management Team (EMT) and members of the Trustee Board.


About the role

As a member of the EMT this role is expected to contribute to the strategy, governance and management of SAUL Trustee Company (STC). It has specific responsibility for the quality and efficiency of services provided to SAUL members and participating employers. The role is responsible for the effective leadership and management of the Defined Benefit and Defined Contribution Member Administration, Data Reconciliations and Payroll teams. Along with the wider EMT and Trustee Board, the position also fulfils the role of Scheme Strategist from an authorised Master Trust perspective.


You will be responsible for:  

• contributing to our strategic development and overall management

• monitoring compliance and reporting back as appropriate

• leading a culture of continual improvement in your teams

• operational ownership of our Universal Pensions Management (UPM) system to ensure effective services are delivered

• leading, coaching and developing staff and managers in your teams so they realise their potential

• leading on organisational change

• monitoring complaints, feedback and compliments to address opportunities to improve

• ensuring controls are in place so compliance is managed and maintained.

• managing the relationships, at an operational level, with SAUL’s 49 participating employers

• overseeing the exercising of delegated discretions for death and ill health benefits.

• ensuring high quality services are delivering in a timely and appropriate way.

• managing the departmental budget

• monitoring risks and acting accordingly

• acting as secretary to the Operations Committee to ensure the smooth running of meetings.


To be considered for this role you will need to demonstrate:

• education to degree level or equivalent qualification or relevant experience

• proven track record of at least 5 years relevant experience in the industry

• detailed knowledge and understanding of Defined Benefit and Defined Contribution pension administration calculations, processes and systems, where extensive understanding of pension platforms (specifically UPM) would be preferred

• effective management of departmental budgets of £0.5m per annum or more

• three years or more experience of leading and managing pensions administration delivery teams and being responsible and accountable for the quality and efficiency of services provided

• industry qualifications - Associate of the Pensions Management Institute (APMI) or equivalent qualification or relevant experience

• detailed understanding of relevant legislation, regulations, the Pensions Regulator and implications of non-compliance

• successful leadership of organisational change and continual improvement

• the ability and willingness to support and develop other members of staff and line managers

• experience of communicating complex issues to different audiences

• strong interpersonal skills and the ability to form effective working relationships with peers, direct reports, the CEO and Trustee Directors

• strong leadership and management skills, with a focus on people and values

• strong written and presentation skills

• excellent planning and organising skills.


What we offer 

• Hybrid working, EC2R 7AF, with up to 3 days working from home

• Permanent. Full time. 35 hours per week, Monday to Friday

• Flexi time with the ability to generate additional leave

• 34 days holiday entitlement, including 3 days of Christmas closure

• Best-in-class pension scheme. A generous employer contribution to your pension, and life insurance while you’re paying in

• Getting to work schemes 

• Private Medical Insurance 

• Social activities during the year.


If you would like to apply, please send your CV and cover letter explaining why you would be suitable for the role to Stefania Sorgi at


 Closing date and process: 11 October 2024 by 3pm. 


Interviews due to take place shortly after the closing date, subject to diaries and availability. The interviews will involve the CEO, members of the Executive Management Team (EMT) and members of the Trustee Board.


About us 

SAUL Trustee Company is a great place to work, whether you’re a pensions specialist, an HR professional or an IT whizz, we might be the next step in your career. 

We’re the Trustee and administrator of a multi-employer hybrid pension scheme, and a Master Trust, looking after the pensions of more than 80,000 members. 

We’re a friendly team of around 60 people who work part of the week from home and at least two days each week in our central London office. 

SAUL Trustee Company (STC) is ranked the 23rd Best Company to work for in the UK in 2023 and we have retained our two-star accreditation as an outstanding place to work.


At STC, we are responsible for: 

• collecting the money members and employers pay into SAUL 

• managing where that money is invested, and

• making sure we pay the right pension to the right person at the right time.