Product Expert

The Product Expert provides subject‑matter expertise across administration offerings within Group Retirement Solutions, with a strong focus on standalone administration and outsourced administration services. The role ensures that services are delivered in line with contracted service level agreements (SLAs), that members and employers receive value for money, and that Trustees are effectively supported in fulfilling their governance responsibilities and that product collateral is maintained at the highest level. The role supports the Senior Proposition Manager and is primarily accountable for product expertise, oversight and enablement across non‑Sponsored and outsourced administration propositions.

• Act as a product expert on all standalone and outsourced administration offerings within Group Retirement Solutions.
• Understand and articulate administration propositions, service models, value drivers and limitations across different offerings.
• Support the evolution and positioning of administration services as products in their own right.
• Measure and monitor service provider performance against agreed service level agreements (SLAs).
• Analyse service metrics, service exceptions and trends to identify risks, improvement opportunities and systemic issues.
• Provide structured reporting and insights on service delivery outcomes to internal stakeholders and governance forums.
• Assess whether members and employers are receiving value for money across administration and service offerings.
• Support analysis linking service delivery, cost, service quality and member experience.
• Provide technical and operational product support to Trustees and governance structures across the various funds.
• Assist with preparation of Trustee reports, service performance packs and responses to governance‑related queries.
• Support consistent and defensible messaging on administration services in Trustee and Principal Officer engagements.
• Communicate effectively with stakeholders at multiple levels, including Trustees, senior management, operations teams and service providers.
• Translate technical administration and service information into clear, practical and audience‑appropriate insights.
• Act as a coordination point between Product, Operations, Distribution and service providers on administration‑related matters.
• Support the Senior Proposition Manager on selected SuperFund initiatives where required.
• Take primary responsibility for product expertise and enablement relating to standalone and outsourced administration propositions.
• Contribute to the development of product materials, internal enablement content and service models.

• Relevant degree or professional qualification in finance, business, actuarial science, operations or a related discipline.
• Proven experience in retirement fund administration, employee benefits, or financial services operations.
• Practical exposure to service level agreements, governance structures and trustee engagement is advantageous.
• Strong understanding of retirement fund administration and outsourced service models.
• Ability to interpret and analyse service metrics, operational data and SLA performance.
• Strong communication skills, with the ability to engage effectively across operational, management and governance audiences.
• High attention to detail combined with the ability to synthesize insights for decision‑making.