Investment Operations & Internalisation
Internalisation, investment operations, trading operations, middle office and data.
Superannuation & Pensions
Fund Administration & Member Services
Contributions, payments and servicing that keep pace as the fund grows.
Overview
Administration is where members experience the fund: contributions, unit pricing, insurance, claims, payments and everyday servicing. Whether administration runs in-house or with an outsourced administrator, the fund carries accountability for service quality — and growth, mergers and the shift into retirement income products keep raising what that takes.
We work on the machinery of that service. Member-facing processes are redesigned end to end, service levels are set around what members and employers actually experience, administrator arrangements are managed on evidence of performance, and administration platform change is planned, rehearsed and stabilised so members are served correctly throughout.
The work covers in-house operations, outsourced arrangements and the transition between the two. We work with COOs and heads of operations at Australian profit-to-member funds, and with UK master trusts and pension schemes carrying the same servicing accountability.
What we do
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
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 thinking.
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.