Key responsibilities

• To work towards overall business goals for the Frameworks in providing Pensions Management, with an assurance assessment of the Framework Operational Control Model for Frameworks;
• Manage the specific Framework in terms of key point of contact, key expert, maintaining local framework documentation, ownership of generic actions and continuous improvement focus;
• Assist in the ongoing assessment of ‘process risk’ to create a Frameworks assurance function that supports operational control activity by providing appropriate monitoring;
• Analyse MI and Framework indicators to provide accurate reporting at local and divisional level;
• Identifying barriers to the delivery of a first-class quality service for Pensions Management by analysing the results of quality reviews to assess service provided, giving appropriate recommendations for corrective action;
• Provide support and expertise in own and related Frameworks including Root Cause Analysis (RCA), Trend Analysis and Treating Customers Fairly (TCF)
• Work with colleagues to help review and refine Framework compliance quality metrics;
• Assist Pensions Management with the identification of improvement opportunities where quality metrics demonstrate improvement is required;
• Assist in the embedding of the Capita Employee Solutions Framework within operational teams helping to maintain quality control standards and on-going quality control objectives;
• To support and assist the business where required in aspects of service delivery and business support through ad hoc projects, auditing, process mapping, assurance meetings etc; 
• Regularly review the effectiveness and efficiency of existing management systems and controls and make suggestions to continually enhance service delivery, improve processes and reduce potential complaints and business risks;
• Adhere to Quality Management Systems and comply with pensions and FCA regulations and initiatives, for example, Treating Customers Fairly (TCF).
• Assist with business control activity on projects where controls complement the Frameworks.

Key tasks

• Manage the specific Framework in terms of key point of contact, key expert, maintaining local framework documentation, ownership of generic actions and continuous improvement focus
• Conduct reviews of the Framework metrics compliance identifying and implementing appropriate corrective action
• Analyse MI and Framework indicators to provide accurate reporting at local and divisional level
• Monitor the operations team compliance with the various frameworks via assessment of each of the frameworks metrics
• Provide feedback and support where improvement in Framework compliance is identified, to enable corrective action to be taken, should be given
• Escalate issues to the relevant parties where needed
• Create and maintain tracking tools to assist with recording adherence to the Frameworks for all operational teams including monitoring of risk
• Keep accurate records of  the operational teams adherence to the Framework
• A flexible approach to work at all times and adaptable to varying demands and workloads with a commitment to ensure tasks are completed to deadline
• Engage where needed with change management and transformation to maintain awareness of projects and enable consideration of Framework requirements
• Work in a team, supporting local and remote team members

Experience and qualifications

• A knowledge of DC & DB pensions administration and FCA regulatory frameworks;
• Understanding of Capita Employee Solutions procedures and systems is preferable;
• Working knowledge of risk principles is desirable;
• Good organisational, administrative and communication skills. With the ability to handle confidential and sensitive information;
• Adaptable to varying demands, workloads and ability to work under pressure;
• A proven record of accuracy, attention to detail and a high level of initiative and self- motivation.
• Strong influencing skills to ensure delivery of mandatory Framework principles and processes
• Demonstrate a flexible and co-operative approach towards changing business needs
• Contribute to monthly Framework dashboards
• Actively participate in annual Framework review
• Take a holistic view of Framework indicators and RCA to drive improved customer outcomes and reduce costs

Skills, Knowledge and Experience

Understanding of the process approach:

• Ability to identify and document the process for procedural and audit purposes, including inputs, controls and outputs.
• Good organisational skills demonstrated by the ability to manage a complex workload within agreed timescales whilst maintaining accuracy

• Good analytical and problem solving skills with effective verbal and written communication skills

• Attention to detail, including the ability to analyse MI and identify trends

Ability to use Microsoft Visio to produce and edit process flows as part of procedural documentation.

Ability to use Microsoft SharePoint to review, edit and add documentation.

Experience of working with Defined Benefit (DB) or Defined Contribution (DC) Occupational Pension schemes

Data analytical skills and the ability to interpret complex data

Strong influencing skills to ensure delivery of mandatory Framework principles and processes

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?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…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
• You’ll also benefit from (e.g. discounted membership at the onsite gym / free parking / weekly lunch club etc.)

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.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

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.

Equal Opportunities

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. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.