To provide subject matter expertise to an operational team within Member Services and be an authority in the team on pension scheme administration. Handle more complex queries and calculations beyond the capability or experience of the senior pensions administrators. Provide coaching and feedback and ensure quality control within the team.
Main tasks & responsibilities:
- To provide technical and practical support to the team, particularly on non-standard cases.
- Challenge procedures to identify process improvements and pass on recommendations to Team Leader.
- Maintain and develop further knowledge of pension scheme administration within the team.
- Deliver coaching to team members and provide effective feedback and training
- Be responsible for ensuring Quality Management processes and procedures are being complied with.
- Provide basic learning and development opportunities to others
- Deputise in the absence of the Team Leader.
- Assist in more complex/project work when required.
- Work with your manager, other SMEs and team leaders to create a positive work environment for the staff in the team and encourage good co-operation and working with other teams.
- Reporting into the Administration Manager of your Member Services team
- Checking casework from team members, in particular the more technical cases
- Act as a point of escalation for member queries/complaints
- Compliance with Data Protection/Health and Safety/Quality Management processes and procedures.
- Make recommendations to manager on performance (including high, on target or under performance), recognition and rewards for team members
- Supporting and contributing to continuous improvement activities within the business, with a focus on removing waste and improving processes to give a better member experience.
At least three years’ experience of working in pensions administration as part of an operational delivery team. Candidates need to demonstrate strong subject matter expertise in a core pensions activity and to be able to share that knowledge with less experienced members of the team. They need to be able to use that knowledge to improve processes and manage in-team projects. They should have strong attention to details and an eye for quality.
- Strong pensions knowledge covering scheme rules, HMRC rules and regulations and pensions/employer legislation
- Supervisory skills for deputising for Team Leads
- Ability to share knowledge with team members
- Coaching skills
- Diagnostic, analytical and process skills
- Emotional intelligence and awareness
- Customer care skills
- Good progress in a pensions industry qualification e.g. PMI Level 3 or Level 4 (certificate or diploma)
- Exposure to quality management processes and methodologies
- Prior supervisory experience