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 rapidly embracing AI, but where is it genuinely delivering value, and how can schemes implement it responsibly? This session will move beyond the hype to examine real-world applications of AI in administration, exploring where it is driving operational efficiencies and cost reduction, where caution and safeguarding are critical, and how organisations can balance transformational ambition with practical, phased implementation.

This session will address:

• Where AI is currently delivering measurable value in administration
• Examples of AI being used in practice and how it was deployed (i.e. large-scale transformation and phased adoption approaches)
• Member engagement opportunities
  
• Safeguarding, governance and judgment risks in AI deployment

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

As consolidation accelerates, regulation tightens and technology reshapes delivery, pensions administration is undergoing a structural shift. Moving from transactional to being a strategic partner, it is becoming the main point of contact across the industry.

This closing panel will explore what this means for the collective identity of pensions administration. Discussing how roles, skillsets and trustee expectations are evolving, and the different models are emerging to suit different scheme strategies.

From consolidation to professionalisation, they will examine how the industry can strengthen its shared standards while adapting to a changing market.

This session will address:

• What does the reshaping of pensions market mean for admin and data?
• What are some of the benefits and risks of consolidation?
• How is tech evolving and how are administrators being impacted?
• How can administrators invest appropriately to ensure added value

End the day with refreshments and conversation. An opportunity to exchange perspectives, revisit key themes and connect with peers across the industry.