MAIN PURPOSE OF THE ROLE
Deputise for the Member Services Manager in the day to day running of the Member Services team. Be the first point of contact for day to day queries from the team.
Lead a portfolio of clients ensuring the delivery of member services in line with or exceeding contractual and THPA service expectations, and that clients and members view as 'First Class'.
Line management responsibilities, which may include objective-setting, training and 1:1 reviews.
KEY RESPONSIBILITIES
Proactively monitor the team's performance on a day to day basis against contractual client and THPA service objectives, escalating to the Member Services Manager where necessary.
Manage members of the team as required. Support, motivate and encourage members of the team as necessary.
Allocate and check Pensions Associates' work for accuracy and ensure deadlines are met.
Ensure accuracy of written and verbal communication. Provide technical assistance to the team for complex pension's administration tasks and provide overflow checking support.
Process all aspects of the member service and provide members with information, correspondence and support as requested, accurately and to agreed deadlines.
Demonstrate a good understanding of DB and DC administration, including practical experience of benefit calculations, contracting-out and the Pension Freedoms.
Knowledge of policies and the process of ISO 27001, where they can be accessed and followed. Ensure accountability for the ISMS and is compliant with, aware of relevant risk and controls that are in place.
Production of stewardship reports within the required timescales, and other information as required by the Client Relationship Management team.
Ensure processes and documentation are kept up to date. Challenge procedures to identify process improvements and efficiencies.
Undertake periodical and ad hoc administrative tasks as required.
Participation in new business exercises, representing the Company to external prospects and clients as required.
PROFESSIONAL QUALITIES
Essential
Computer literate. Experienced in the use of MS Office.
Extensive DB/DC experience.
Ability to complete manual calculations accurately.
Strong team player.
Ability to review the work of others to ensure accuracy.
Knowledge and understanding of current pension legislation and an appreciation of upcoming changes.
Desirable
PMI Qualified (or studying).
Experience of managing projects.
Prior use of the IntelliPen administration system.
Experience of leading on DB and/or DC scheme(s)
PERSONAL QUALITIES
Well organised and has a flexible attitude a flexible attitude to accommodate change.
Excellent verbal and written communication skills.
Prior line management experience.
Confident decision-maker who understands the impact of decisions made.
REPORTING LINE
Member Services Manager
Lead Pensions Associate • Greater London, England, GB
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