Head of Client Onboarding & Change

We are seeking a dynamic and experienced Head of Client Onboarding & Change to lead and develop our client onboarding and change experience. This role is pivotal in ensuring new business transitions seamlessly into an efficient and effective business as usual along with a strategic plan in line with client priorities and strategy. This role will lead on the Administration changes within strategic pensions projects for clients.

The ideal candidate will have a strong commercial acumen, exceptional project management skills, a compelling and assuring communications style and a deep understanding of the pensions administration industry.

What does the role entail?

Client Onboarding:

• Lead the end-to-end client onboarding process, ensuring a smooth and efficient transition for new clients to: Business as usual Pensions Administration; Strategic Pensions Projects
• Develop and implement robust onboarding frameworks and methodologies to enhance client experience and satisfaction.
• Collaborate with internal teams (e.g. administration, consulting, risk and legal) to ensure alignment and successful onboarding.

Change Management:

• Manage client changes across the portfolio of Isio Administration.
• Effective and efficient collaboration with specialist pensions projects teams (e.g. GMP, Dashboard, De-risking).
• Identify and address potential challenges and risks during the onboarding process and client changes, implementing mitigation strategies as needed.
• Continuously improve through feedback, analytics, and industry best practices.

Commercial Focus:

• Ensure the onboarding process is commercially viable, balancing cost efficiency with high-quality service delivery.
• Contribute to client change proposals and manage delivery effectively and to the highest quality.
• Work closely with the business development team to align onboarding processes with commercial objectives and client expectations.
• Work closely with operations team and the strategic programme agenda to ensure there are robust plans.
• Implement performance metrics to demonstrate effectiveness of the onboarding and change outcomes.

Strategic Pensions Projects:

• Facilitate the seamless transition of new clients from onboarding to strategic pensions projects services.
• Identify opportunities for strategic pensions projects during the onboarding process and coordinate with consulting teams to capitalise on these opportunities.
• Work closely with the strategic pensions projects team to plan changes into Administration.

Leadership & Team Management:

• Lead, mentor, and develop a high-performing client onboarding and change management team.
• Foster a culture of continuous improvement, collaboration, and client focus within the team.

Stakeholder Engagement:

• Build and maintain strong relationships with key stakeholders, both internal and external.
• Act as the head of function for new clients during the onboarding phase, ensuring clear communication and exceptional service.

What we’re looking for

• Proven senior management and leadership experience in client onboarding and change management within the pensions administration or financial services industry.
• Strong commercial acumen and experience in developing and executing commercially viable processes.
• Demonstrated ability to manage complex projects and change initiatives effectively.
• Excellent leadership and team management skills, with a track record of building and leading high-performing teams.
• Exceptional communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities, with a focus on continuous
• Defined benefits experience is essential

What you can expect in return

• A competitive salary and market leading bonus scheme with stretch targets for high performance
• Development and training opportunities to support your career ambitions throughout your time with us
• A friendly, and supportive team who will help you to deliver your best work

You can find out more about us and the benefits we offer here Isio – Careers & Benefits

What’s next?

Click on the ‘apply’ and follow the simple application process on-line.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We have offices across the UK and many of our roles offer a hybrid, flexible approach to work to help create a work-life balance that works for you. Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please email hrrecruitment@isio.com