Investment Operations & Internalisation
Design and implement in-house investment, dealing, treasury, liquidity, middle-office and data capabilities.
Superannuation & Pensions
Fund Administration & Member Services
Improve administration and the service members and employers experience.
Overview
What this means for your business.
Fund administration connects member and employer interactions with contributions, records, benefits, payments and ongoing servicing.
Capmark helps funds improve the processes, service measures and technology supporting those activities, whether administration is in-house or outsourced.
We work on service design, administrator oversight, sourcing and platform change, connecting operational capacity and controls with the needs of members.
What we do
The expertise we bring.
Contributions, rollovers, insurance, claims and retirement payments redesigned end to end. We remove queues, handoffs and rework, put quality checks where errors would reach members, and design servicing so complex cases reach the right people the first time.
Service levels defined around what members and employers experience, a reporting rhythm that shows performance weekly rather than quarterly, and administrator arrangements managed on evidence — service credits, remediation commitments and improvement plans tracked through to delivery.
We support the decision between in-house, outsourced and a change of administrator with evidence on cost, service and capability, then plan and run the transition — data migration, parallel running and rehearsals — so members are served correctly throughout.
Operations for retirement income products: payment runs, options at retirement, drawdown servicing and the member communications workflow around them, designed so the fund serves retirees at the same standard it serves accumulation members.
Administration platform migrations planned, rehearsed and stabilised: member data mapped and reconciled, cutover rehearsed against realistic volumes, service protected during parallel running, and the operation supported until performance is stable on the new platform.
Workflow and automation across contributions, claims and servicing, with cost-to-serve analysis that shows where effort and expense sit across the operation — the evidence base for decisions on process change, automation and sourcing.
What to expect
A team shaped around the work.
We start by measuring the service as members and employers experience it — volumes, queues, error rates and time to resolve — and agree with the fund where the standard should be. Improvement work then runs in short cycles alongside the operations team, and where platform or administrator change is involved, we plan and rehearse it before anything moves.
We work with in-house teams, alongside outsourced administrators, or across both.
01
Assess
Establish the current state, the constraints, the risks and the value at stake.
02
Define
Shape the target model and the business case with the executives who own the outcome.
03
Mobilise
Stand up the team, the plan and the governance around the outcome.
04
Implement
Design, build and test the change, with the business alongside.
05
Sustain
Cutover, hypercare and handover, so the business runs it under its own control.
The same five stages on every engagement, led by senior practitioners end to end. How we work
Insights
Related perspectives.
Get in touch
Talk to a Partner about Fund Administration & Member Services.
Tell us what needs to change and where the pressure or risk is showing.