Senior Claims and Resolution Specialist

About Aptia

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.​

With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.​

Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.

And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. 

Job requirements

Are you an experienced pensions professional with a strong background in complaints, claims, Errors & Omissions (E&O), and dispute resolution?

Aptia is seeking a Senior Claims and Resolution Specialist to join the team and provide expert oversight, technical guidance and governance across complex pension complaints and E&O cases. This is a good opportunity for a technically strong pensions professional who enjoys investigating challenging cases, influencing stakeholders, and driving fair, compliant outcomes for members and clients.

In this role, you will act as a subject matter expert for complex pension complaints and E&O matters across Defined Benefit (DB), Defined Contribution (DC) and hybrid pension arrangements.

This is a hybrid role and can be aligned with any Aptia UK office.

Key responsibilities include:

• Providing technical oversight and guidance on complex complaints and E&O cases from initial triage through to resolution.

• Managing a portfolio of high-profile and complex claims while maintaining accountability for outcomes.

• Assessing risks, liabilities and compensation approaches, including financial loss, investment loss, distress and inconvenience, tax implications and interest calculations.

• Partnering with administration teams, trustees, Client Directors, risk teams and legal advisers to develop and implement resolution strategies.

• Reviewing and approving communications to members, clients and external bodies, including the Pensions Ombudsman.

• Conducting root cause analysis and identifying opportunities to strengthen controls, reduce risk and improve customer outcomes.

• Producing management information and insight on case volumes, trends and risk exposure.

• Ensuring all activities comply with pensions legislation, regulatory requirements and internal governance frameworks.

If this sounds like your ideal next step, here is what we’re looking for:

• Significant experience managing complex complaints, claims or E&O cases within a UK pensions administration environment.

• Strong technical knowledge of Defined Benefit and Defined Contribution pension schemes.

• Experience handling cases involving transfers, retirements, bereavements, GMP, rectification projects, AVCs and pension payroll matters.

• A detailed understanding of UK pensions legislation, regulatory requirements and pension administration best practice.

• Knowledge of Pensions Ombudsman processes, Internal Dispute Resolution Procedures (IDRP) and redress methodologies.

• Experience assessing financial compensation and liability considerations.

• Excellent investigation, analytical and problem-solving skills.

• Strong stakeholder management and communication skills, with the ability to explain complex issues clearly and confidently.

Desirable qualifications:

• PMI Certificate, Diploma or Advanced Diploma.

• APMI qualification or working towards APMI.

• Legal, compliance, risk or fraud investigation qualifications.

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.