Shape better services as a Client Director

To help develop and drive forward Capita’s strategic positioning in the Bulk Purchase Annuity (BPA) market. To act as a BPA SME and provide support to Capita colleagues throughout the Group.

Accountable for developing and leading relationships for key Single Main Service clients, fostering strong partnerships, improving client satisfaction and experience. Identifying and developing up sell and cross-selling opportunities by aligning capability of Pensions Management or wider business where appropriate with client needs. In addition, the role may involve line management responsibility

Job title:

Client Director

Job Description:

What you’ll be doing:

• Provision of technical expertise and commercial insight to support the development and implementation of Capita’s strategic aims in the BPA market.
• Delivery of agreed client expectations
• Delivery of contractual obligations
• Ownership / Management of CCNs or LoVs for tasks completed outside of the contract
• Support client strategy (short & long term) ensuring all clients have account plans that are regularly reviewed (every month) to identify further opportunities
• Lead client meetings, ensuring papers are issued in a timely fashion and in the agreed format.
• Lead / facilitate internal meetings regarding client matters / issues
• Lead on instructions of services into the delivery team, including any decisions or actions from client meetings and follow through to completion
• Manage client escalation process / support CSM1s and ensure all relevant stakeholders are kept aware of issues.
• Keep CRM system (Salesforce) fully up to date and ensure this is completed for any staff for whom responsibility is held
• Keep Client at Risk data upto date and ensure this is completed for any staff for whom responsibility is held
• Lead on rebids and extensions for relevant clients, ensuring these are managed in a timely fashion
• Lead on CRCs / PRCs for own clients and clients where there is management responsibility

What we’re looking for:

Essential:

• A demonstrable technical understanding of BPA products achieved in a relevant environment.
• A well rounded understanding of the BPA market, its main participants and its future direction.
• Deliver agreed revenue growth year on year
• Achieve required level of business satisfaction (based on 360 feedback)
• Timely resolution of disputes (claims, invoicing etc.)
• No unexpected escalations to senior management
• 100% compliance with all regulatory requirements
• 100% client adoption of universal changes to operating model
• Client satisfaction levels at agreed metrics

About Capita Pensions Solutions

At Capita Pension Solutions (CPS), we create and implement resilient and responsible pension strategies to help your organisation and your people look forward to a more secure financial future. From pensions administration and consultancy, to the latest technology and engagement techniques, we help ensure sustainable investments which support your success. Join us and discover better ways to engage with and value today’s employees.

What’s in it for you?

• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.
 

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, you can contact nigel.cooper@capita.com

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.