We spoke to Fiona, Onboarding Calculations Team Manager at L&G, about leading a pensions team through transition, why consistent delivery matters across the wider business and how she supports people to grow in a high-pressure environment.
Fiona leads a team responsible for some of the more complex pension calculations within Institutional Retirement. The work is technical and often time-critical, but her focus is just as much on the people delivering it as the calculations themselves.
What does your role involve day to day?
“At L&G, I’m a manager in the Calculations Team, which means I look after the people who handle all the complex, non-automated pension calculations. When a member asks for an illustration of their benefits and the system cannot do it automatically, it comes to us.”
“A big part of my day is planning. I’m always looking at what’s coming down the pipeline, figuring out who’s best placed to take on each piece of work, and making sure we’re set up to deliver smoothly. It’s a mix of forecasting, prioritising and keeping everything moving so nothing gets stuck.”
Alongside that, there’s a clear emphasis on developing the team. “The best part of my job is the people side. I love helping my team grow, whether that’s supporting them with their goals, building their confidence or helping them stretch into new skills.”
Joining L&G through a major transition
Fiona joined L&G as part of a pension scheme transition, moving across with her team when the scheme went to buy-out.
“I had been working for a large pension scheme and genuinely had no plans to move on. When the scheme moved to buy-out, they secured both our team and our office as part of the agreement and we moved to L&G.”
In the lead-up, communication played an important role. “In the months leading up to the transfer, L&G made a real effort to help us feel informed and included. Those early interactions helped break down some of the uncertainty and made the change feel more personal.”
The same approach continued once the move had taken place. “We were given space to ask questions, build confidence and adjust at a steady pace rather than being thrown in all at once.”
It didn’t take long before things felt familiar. “Within just a couple of months, it genuinely felt as though we had been part of L&G for years.”
Looking back, the move brought more than she expected. “It gave me a fresh start without losing the parts of my working life that mattered most. I still work in a small office with the same close-knit atmosphere I’ve always valued, but I also benefit from being part of a large, well-resourced company with strong support and wider opportunities.”
Why delivery matters across the business
Although much of Fiona’s team’s work sits behind the scenes, its impact is felt across the business.
“Our team plays a crucial role because we calculate members’ retirement benefits, so hitting our deadlines really matters.”
“When we fall behind, it creates a ripple effect across the whole business. Customer Services gets more calls asking for updates, the Complaints team sees an increase in issues, and our Transitions team ends up fielding pressure from trustees and administrators. Delays can damage our reputation and make it harder to secure future business.”
“That is why it’s a priority for the wider organisation that our team runs smoothly and delivers on time. It protects our colleagues, our customers and the trust others place in L&G.”
Leading a team through change
Fiona leads a team with a wide range of experience, something that became particularly important during the transition.
“When my team worked for our old scheme, many of us had long service, some with 15 to 25 years behind us, and the idea of stepping into a completely new organisation brought understandable hesitation. At the same time, we had colleagues with between two and five years’ experience who were excited about the opportunities ahead but still anxious about how the move would affect our office dynamic and their own development.”
Moving into a much larger organisation required adjustment. “Going from a close-knit group into an organisation with thousands is a significant shift.”
“Being able to support the team through that, giving clarity, creating stability and helping them feel heard, has been incredibly fulfilling.”
Over time, that has translated into visible growth. “It’s been brilliant to see new and long-standing team members come together. The most rewarding thing is seeing the team come out stronger, more confident, more connected and proud of what they have achieved together. Leading through change is not always easy, but it’s where you see the biggest growth.”
Culture and connection
While the organisation has grown, much of what Fiona valued day to day has stayed consistent.
“We already had a lovely culture in our office, and it has been nice to see that continue at L&G, just on a much bigger scale.”
“We don’t just collaborate well day to day; we’ve built real friendships along the way.”
As the team has expanded, that has continued. “People support each other, share knowledge and genuinely enjoy spending time together. It has created a workplace that feels positive, welcoming and connected.”
Advice for building a career in pensions
Fiona’s advice reflects how she has approached her own progression. “The best advice I would give is to focus on the people side just as much as the technical side. Be curious, ask questions and understand the ‘why’ behind what you do.”
“Take ownership of your work and be someone others can rely on. Support your teammates, stay calm and build relationships.”
“Most importantly, help others and be a positive influence. That’s how you grow into the role before you officially get the title.”
Explore careers in pensions at L&G
If you’re interested in building your career in pensions, explore opportunities across L&G’s Institutional Retirement team.
See current roles and find out more.
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