Senior Pension Administrator

Role: Senior Pensions Administrator

Reports to: Pensions Team Manager

Primary purpose of the role:

To create better outcomes and bring experience to a team of administrators, providing support through a positive training and coaching environment. Ensure case work is completed in line with service level agreements and scheme rules and provide a continually improving level of customer service.

Key responsibilities

• Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
• Embrace, demonstrate and support the business to embed company Values.
• Adhere to Quality Management Systems and comply with regulations and policies from company and relevant regulatory bodies.
• Take ownership of personal and performance development undertaking all relevant training courses including Mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability.
• Identify and report risks, complaints and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department.
• Regularly review the effectiveness and efficiency of existing systems and controls, interpret data to seek opportunities and make suggestions to continually enhance service delivery.
• Support and assist the management team where required in all aspects of service delivery.
• Understand, build, maintain, and enhance stakeholder and/or client relationships.
• Share knowledge to support development of others.
• Support a team in operational service delivery in accordance with client contracts, legislation, policy conditions, business rules and procedures, and within the legislative / regulatory framework.
• Be a positive role model for staff exhibiting the level of commitment, and professionalism expected.
• Understand client requirements and make every effort to ensure key performance indicators and quality standards are met.
• Maintain up-to-date knowledge of processes, procedures, and products.
• Support the Pensions Team Manager in preparing for meetings and providing business MI.
• When required, deputise for the Pension Team Manager.

Key tasks

• Check calculations and processes, completing all tasks in line with current work procedures.
• Authorise scheme records and events.
• Provide input into development / training action planning and process improvement where required.
• Support the team on complex casework, high value cases, and complaints.
• Control and enhance the quality of customer outputs to deliver an excellent customer experience through effective coaching, providing constructive feedback and mentoring to ensure staff achieve their full potential.
• Be available to answer member queries within the agreed SLA targets across multiple communication channels.
• Adapt to varying demands and workloads with a commitment to ensure tasks are completed to deadline whilst maintaining excellent levels of quality.
• Understand the importance and deliver against individual objectives and to contribute to the achievement of departmental objectives and business results.
• Work within set Key Performance Indicators and quality standards.
• Complete all tasks using current work procedures and best practice.
• Create and maintain consistent and accurate scheme records and events.
• Identify complaints at the earliest opportunity, take ownership of the problem, escalate where appropriate and undertake Route Cause Analysis. Implement effective correction action to prevent re-occurrence.
• Understand the importance of continuous improvement and be able to collate and interpret data to seek opportunities both inside and outside the team to improve the customer experience, challenging current processes.
• Participate in and promote good team communication and share knowledge and expertise with other team members.