Senior Pensions Administrator

Salary Description:
Location Description:
Job Role:
Pensions Administration Manager, Pensions Administrator
Employment Type:
Contract Type:
Permanent, Temporary/Contract
Application Deadline:
8th July 2019
ORB People
Job Ref:

The Role

To work within an administration team servicing both member and client queries in relation to several DC/DB pension schemes. Help to supervise workloads, train junior team members and check the work of others. 

  • In conjunction with the Team Leader, ensure that all delivery promises and performance standards are achieved.
  • Escalate problems and cases to Team Leader.
  • Be a point of reference on technical issues and non-standard cases.
  • Challenge procedures to identify process improvements and pass on recommendations to Team Leader.
  • Check and challenge basis of work performed by junior associates and make sure that the requested work has been undertaken.
  • Coach junior associates on errors made to explain and prevent reoccurrence.
  • Seek further peer review where required to clarify understanding.
  • Monitor own workflow and that of junior associates via Casework to ensure service levels are achieved.
  • Take responsibility for development of homepage and precedent documents.
  • Complaint Management
  • Recognise and escalate potential complaints to Team Leader.
  • Collate information regarding complaints.
  • Ensure complaints procedure is adhered to.
  • Know and live the firm’s values.
  • Maintain and develop further knowledge of pension schemes within the team.
  • Mentor junior associates and hold regular feedback sessions.
  • Identify associate training needs and raise with Team Leader, proposing solutions where appropriate.
  • Provide basic learning and development opportunities for junior associates.
  • Identify performance issues and raise with Team Leader.
  • Through supervision make sure junior associates work efficiently and within deadlines.
  • Deputise in the absence of the Team Leader.
  • Assist in more complex/project work when required.
  • Accountable for own personal development.
  • Provide an efficient, professional service to meet all client/members' needs and to promote the brand.
  • On a daily basis be the main contact for an agreed list of clients, and maintain and develop client relationships.
  • Communicate effectively with clients/members via the telephone remembering each member will have a different level of understanding. Record each call as they occur.
  • Continuously seek to identify areas where the service to clients /members could be improved and communicate findings to Team Leader.
  • Ensure that targets and deadlines are met.
  • Work with the team Leader to improve operational efficiency and reduce costs e.g. automation, full use of standard products.


 The Requirements
  • Interpersonal skills to include good written and verbal communication.
  • Good time management skills and the ability to organise and prioritise own workload.
  • Able to work to a high level of accuracy.
  • Customer and quality focussed.
  • Computer literate.
  • Experience of dealing with occupational pension schemes.
  • Experience of managing junior associates.
  • DC experience desirable but not essential.

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