Welcome to the Admin and Data Forum hosted by Professional Pensions. Please ensure you arrive with plenty of time to get settled and enjoy some refreshments before the opening remarks commence!

Join The Pensions Regulator (TPR) for an essential update on the changing landscape of pensions administration. Unpack the growing emphasis on strong, financially secure administration and its strategic importance in delivering safer outcomes for members – looking at the best practice for managing and optimising the trustee-administrator relationship.

Gain detailed insight into TPR’s evolving approach to oversight, engagement, and standards, and how administrators can prepare for the future. 

This session will address: 

• TPR’s administration strategy
• The growth and necessity of financial investment into administration
• What best practice looks like in managing and optimising the trustee-administrator relationship
• What the regulator expects from trustees in driving higher administrative standards and safer member outcomes
• Understanding process-based vs. outcome-based standards and where its headed
  

Green SLAs can suggest your organisation is performing well, but are you truly ready to deliver the experience members expect? With regulatory pressures rising and major programmes like GMP consuming capacity, it’s easy for administration to look efficient while members still face delays, repeat contacts and confusion.

This session explores why this happens, highlighting systems built around tasks and queues rather than flow and outcomes. We’ll examine the gap between touch time and elapsed time and show how smarter, human centred design, not just technology, can create faster processes, fewer hand offs and operations genuinely ready for your members.

This session, hosted by Capita Pension Solutions will delve into the evolving policy landscape and its implications for pension scheme administration. Chaired by Anish Rav (Director of Pensions Policy and Industry Engagement), this session will provide practical insights and strategic perspectives.

Anish will be joined on the panel by his colleagues Amy Gibbs (Market Leader, Private Sector DB Admin) and Andrew Lowe (Head of Pensions Data Strategy) and they will explore key policy developments shaping the sector today, including the changes to IHT, Pensions Schemes Bill, the Consultation on ‘Trustees and Governance, building a stronger future’, and how to get schemes data ready for the next phase in their journey.

The panel will share their experiences and observations on how schemes are adapting to new requirements, and the opportunities presented by policy shifts. The session will also examine how administrators can anticipate the changes, and the vital role they play in implementing them.

An ideal opportunity to connect with fellow trustees and relish refreshments, for first class company and a second to none experience!

Pensions administration is digitising and embracing AI and it’s important to understand what is working well and proving the most value. To help take your digitalisation to the next level we’ll look at real-life examples where administrations have used AI and technology to streamline operations and create serious cost reductions, showing you how to do the same.

There is valuable knowledge that the pensions industry can learn from other industries. In this session we will gain cross-sector insight about providing excellent customer service, how its measured and what it looks like in practice. 

This session will address:

• The UK Customer Satisfaction Index
• How the leading industries on the UKCSI are approaching customer service
• Customer service trends and predictions for 2026
• How administration can be measured, beyond traditional SLAs, to match the evolving responsibilities

The backbone of the industry remains the people that comprise it. With administration facing a capacity crunch the importance to invest in it and redefine it as a professional career has never been greater. In this session we will explore initiatives to recruit, train and retain skilled administrators, the potential to offshore administration functions and the balance of automation and human judgment. Ultimately, questioning whether pensions could ever become fully digital.

As regulatory expectations rise and technology reshapes every corner of administration, the pensions market stands on the brink of transformation. This panel will discuss how higher evidential standards, digital demands and consolidation are redefining the structure of the industry, creating both new opportunities and barriers to entry.

We’ll look beyond individual schemes or service models to the collective identity emerging across the sector. How trustees, administrators and providers share responsibility for data quality, service standards and outcomes. And how this shared purpose can turn regulatory pressure into progress. Together, we will explore the transition towards a more unified, resilient and trusted pensions ecosystem — one that reflects not just compliance, but collective strength.