Nadine Isaacs
Bromborough,UK
Summary
Senior pensions, risk and compliance professional with over 30 years experience including leadership roles within the Civil Service Pension Scheme and major administration providers.
Experienced in leading pension administration operations, delivering high-quality member services and providing second-line risk and compliance of pension administration clients. Proven expertise in governance, regulatory compliance, internal audit, Consumer Duty, horizon scanning, policy development, control framework oversight.
A collaborative and people focused leader with a strong track record developing high-performance teams, driving continuous improvement, strengthening risk and control environments and building trusted relationships with clients, trustees and senior stakeholders. Recognised for delivering practical solutions that improve service quality, enhance member outcomes and support organisational objectives in complex and highly regulated environments.
Overview
35
35
years of professional experience
Work history
Senior Pensions Oversight Manager
Equiniti Group
Worthing, West Sussex
2021.01 - 2026.01
- Delivered second-line risk and compliance oversight for a portfolio of pension administration clients. Acting as an independent oversight of first line risk and compliance and pensions administration, to assess regulatory compliance, governance effectiveness and control environments.
- Led oversight of the client portfolio of first -line risk management activities, challenging controls, monitoring risk events and supporting risk mitigation
- Produced second line client reporting to provide overview of risk, compliance and governance position for clients
- Attended regular client, and governance meetings, providing oversight and recommendations
- Delivered horizon scanning of regulatory change and where required contributed to requirements being embedded into operations
- Supported and led internal and external audit reviews, identifying control weaknesses, recommended improvements and tracking remediation actions
- Led the Consumer Duty implementation, and acted as organisational SME supporting governance, policy development, training and operational delivery
- Drafted and maintained policies relating to Consumer Duty, Vulnerable Customers, risk management and compliance.
- Assisted in the development of company-wide corrective action plans following internal or external audit findings.
- Impact: Strengthened control frameworks, improved audit readiness, and enhanced regulatory compliance
Head of Specialist Processing & Fraud Prevention
MyCSP
Liverpool
2014.01 - 2020.12
- Led a team of 12 (incl. 2 managers) delivering complex pension administration
- Managed specialist cases (divorce, injury benefits, complex retirements)
- Ensured SLA delivery, workload prioritisation, and efficient case processing
- Led fraud prevention and control improvements and reporting to client
- Led and streamlined the delivery of annual pensions Resource Accounts information for senior Civil Service stakeholders by agreed deadline dates
- Streamlined and re-wrote procedures and training for faster delivery of processing of pensions Resource accounts information.
- Optimised resource allocation to meet the strategic objectives of the company
- Developed workplace culture for improved staff retention.
- Led team meetings to improve communication and foster collaboration.
- Handled sensitive customer data whilst maintaining high standards of confidentiality.
- Produced performance MI and reporting for scheme manager/ client (Cabinet Office) and senior stakeholders
- Attended client and senior stakeholder meetings, presenting updates and resolving issues
- Impact: Improved service performance, reduced operational risk, and strengthened governance
Administration Service Manager
Mercer
Liverpool
2001.08 - 2013.12
- Managed pensions administration across DB/DC schemes, leading teams of up to 10
- Delivered SLA-driven member services and maintained strong client relationships
- Monitored performance through MI and KPIs
- Led annual scheme events and complex calculations
- Implemented process improvements to increase efficiency and accuracy
- Ensured compliance with UK pensions regulation
- Attended trustee and client meetings
- Impact: Improved team performance, service quality, and client satisfaction
Team Leader
Fedsure Financial Services
Johannesburg
2000.01 - 2001.05
- DB/DC administration
- Cleared backlog, improved service delivery
- Fostered a high-performing environment to drive productivity and quality.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
Team Leader
Momentum Life
Sandton, Johannesburg
1995.01 - 1998.01
- DB/DC administration, process improvements
- Improved customer satisfaction through close collaboration with the team.
- Implemented new working methods which improved overall efficiency of the team operations.
Team Leader
Southern Life
Johannesburg
1993.01 - 1995.01
- DB scheme administration
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Implemented new working methods which improved overall efficiency of the team operations.
Team Leader
Commercial Union Insurance
Johannesburg
1991.01 - 1993.01
- Pensions administration and stakeholder support
- Processed retirement benefit calculations accurately, enhancing customer satisfaction.
Education
Matric -
Department of Education South Africa
South africaCertificate - Marketing Management
Damelin
South AfricaCertificate of Proficiency in Insurance Studies -
Insurance Institute of South Africa
South AfricaGovernance, risk and compliance
BPP Apprenticeship - Governance, risk and Compliance
05/2025 -
Advanced Retirement Provision
Pensions Management Institution
2003/2003 -
Skills
- DB/DC pensions administration
- Public sector schemes
- Service delivery and SLAs
- Performance management and MI
- Stakeholder engagement
- Team Leadership
- Emotional intelligence
- Process improvement
- Knowledge of regulatory standards
- Risk and audit
- Change management
- Diplomatic communication
- Resilience under pressure
Accomplishments
- Consistently delivered SLA performance and high-quality member service
- Led audit activity and strengthened internal controls
- Improved operational efficiency and reduced errors
- Built and developed high-performing teams
- Delivered process improvements in complex pensions environments
Additional Information
Extensive experience across Defined Benefit and Defined Contribution schemes, Strong background in public sector pensions and governance, Experienced in training, mentoring, and developing teams, UK and international pensions experience
Personal Information
Title: Pensions Operations, Risk & Governance Leader
Affiliations
- Reading, strength training, yoga, swimming, travel
Languages
Afrikaans
Fluent
References
References available upon request.
Timeline
Senior Pensions Oversight Manager
Equiniti Group
2021.01 - 2026.01
Head of Specialist Processing & Fraud Prevention
MyCSP
2014.01 - 2020.12
Administration Service Manager
Mercer
2001.08 - 2013.12
Team Leader
Fedsure Financial Services
2000.01 - 2001.05
Team Leader
Momentum Life
1995.01 - 1998.01
Team Leader
Southern Life
1993.01 - 1995.01
Team Leader
Commercial Union Insurance
1991.01 - 1993.01
Governance, risk and compliance
BPP Apprenticeship - Governance, risk and Compliance
05/2025 -
Advanced Retirement Provision
Pensions Management Institution
2003/2003 -
Matric -
Department of Education South Africa
Certificate - Marketing Management
Damelin
Certificate of Proficiency in Insurance Studies -
Insurance Institute of South Africa