Overall Purpose of the Role:

• To manage a team of technical people who are responsible for ensuring compliance of processes and to improve efficiency within the Administration teams. In addition they would be responsible for implementing new schemes and managing any projects that impact administration significantly.

Qualifications and Experience:
Essential:

• Extensive experience of working within a Customer Service Environment with significant experience at a managerial level.
• A good understanding of relevant pensions, life and health contracts, procedures and computer systems.
• Strong technical skills and some management skills are required, in particular the following are considered essential:-
• - leadership
• - communication
• - results orientated
• - coaching, developing and motivating of people
• - planning and organisation
• - problem solving
• - change management
• - team working
• - flexibility and adaptability

Main Responsibilities and Duties:

• To find new solutions to problems, challenging the status quo and provide an environment which supports creativity and innovation.
• To manage projects that impact on administration either proactively or reactively.
• Recruit, appraise, coach and train technical people to high levels of effectiveness.
• Ensure measures are developed and monitored to deliver results and contribute to the aims of the company.
• Negotiate, resolve and report complaints, escalating them to senior management in exceptional circumstances. To meet clients with significant service delivery issues.
• Keep fully up to date with technical, statutory, fiscal, professional and commercial aspects of pensions, contribute to new product development and undertake projects as required.
• Assist the Sales Team by making presentations promoting our pensions administration services to potential and existing clients, and their advisers.
• Liaise regularly with the Client Relationship Team and external bodies to ensure that all aspects of our administration are meeting agreed standards and statutory requirements.
• Liaise regularly with the System Support Teams to ensure that all work within the Administration area is correctly actioned and prioritised.