At Capita, delivering payroll and pensions services across education clients, this challenge is constant. With around 24,000 payslips processed monthly and multiple Local Government Pension Schemes (LGPS) to administer, consistency depends on how individuals manage complex, detail-heavy work under time pressure.  

For Cassie Watling, who joined in November 2024, the operational challenge was immediate; adapting quickly to a high-volume, compliance-driven environment while contributing to improvements in service delivery. 

Complexity sits in the interaction between providers and schemes 

Pension administration, particularly within LGPS frameworks, requires close coordination between administrators, scheme providers and end members. Each interaction carries risk: delays in processing, unclear communication or misinterpretation of regulations can all impact member outcomes. 

At the point Cassie joined, improving relationships with scheme providers and reducing friction in administration processes were key priorities. The pressure points were clear: 

These are not challenges solved through system change alone. They depend on how administrators engage with both data and stakeholders in real time. 

Improving processes through ownership and engagement 

Cassie’s contribution centred on taking ownership of these interaction points. Rather than treating administration as a transactional process, she focused on how communication and coordination could be improved.

One key area was engagement with scheme providers. By building stronger working relationships, she helped reduce processing times and improve accuracy, ensuring that queries and updates were handled more efficiently. This had a direct impact on how pension schemes perceived the service, with external providers recognising improvements in administration quality. 

At the same time, Cassie played a role in enhancing member communication. Pension queries can often be complex and difficult to interpret. By providing clearer, more accessible responses, she helped improve member understanding and engagement with their benefits.  

Her approach also extended to regulatory readiness. Rather than reacting to legislative changes, she contributed to ensuring that processes were adapted in advance, reducing the risk of non-compliance and supporting smoother transitions. 

Contributing to team performance under pressure 

Beyond individual delivery, Cassie’s impact was visible within team dynamics. She actively supported colleagues, volunteered for additional work and contributed to maintaining service levels during peak periods, even where it fell outside her standard working hours.  

This is operationally significant. In high-volume environments, team performance depends on shared ownership and flexibility. By stepping into challenging tasks and supporting wider delivery, she helped maintain consistency across the function. 

Her contribution also supported broader process improvements within the pensions team. Streamlining workflows, reducing query volumes and improving turnaround times are cumulative outcomes, built through consistent, incremental changes in how work is delivered. 

Tangible outcomes in service quality 

The impact of these changes is reflected in both internal and external feedback. Pension schemes, including Cumbria and Lancashire LGPS, have recognised improvements in administration, indicating stronger relationships and more reliable delivery.  

Internally, improvements in process efficiency and query handling have contributed to a more stable and responsive service environment. Member engagement has also improved, with clearer communication supporting better understanding of pension benefits. 

These outcomes demonstrate how frontline contributions can influence broader service performance, particularly in complex, regulated environments. 

What this signals for developing payroll and pensions talent 

For payroll and reward leaders, the key lesson is that early-career impact often comes from how individuals engage with operational detail, not just strategic initiatives. 

Three practical insights emerge from Cassie’s experience: 

Cassie Watling’s contribution shows that in payroll and pensions, meaningful improvement often starts at the point of delivery. By combining technical accuracy with proactive engagement, early-career professionals can play a central role in shaping service outcomes.