Leading others in maintaining and validating plan records to include census, contributions, claims, reimbursements, investments, insurance and other plan data as well as ongoing valuation, calculation and reconciliation of trust assets for the plan. Overseeing plan testing to include qualification, discrimination and stress testing, as well as plan reporting in accordance with regulatory, legal, accounting and organizational requirements. Providing high level of customer service to pension plan participants and service providers by responding to calls and facilitating requests addressing plan provisions, benefits, payment elections, payments, information updates, changes, etc. Guiding and developing less experienced associates, handling more complex calculations, inquiries and issues, and participating in overall plan design/selection and continual improvement.

Key responsibilities

• Support a team in operational service delivery in accordance with legislation, policy conditions, business rules and procedures and within the legislative / regulatory framework
• Understand client requirements and make every effort to ensure key performance indicators and quality standards are met
• Mentoring and identifying training needs to ensure staff achieve their full potential
• To work towards overall goals of the team in completing administration tasks and achieving excellent customer service in line with procedural and Service Level requirements
• To provide optimum levels of customer service to clients in terms of quality cost and time.
• Identify and report risks and breaches immediately to line management and/or the Operational Risk & Compliance Department.
• Regularly review the effectiveness and efficiency of existing 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).
• To support and assist the management team where required in all aspects of service delivery and business support for example, ad hoc projects, auditing, etc.

Key tasks

• To process all work in accordance with the active management protocols in order to meet  service levels.
• Authorisation of scheme records and events
• Checking calculations and processes completing all task in line with current work procedures
• Participate in team meetings and promote good team communication
• Provide excellent customer service to all clients, members and third parties
• Build and maintain personal and performance development records
• Identify complaints at the earliest opportunity escalating as appropriate. Assist in addressing the true root cause and implementing effective corrective action in order to prevent re-occurrence.
• 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
• To challenge the activities inside and outside the team in order to improve the customer experience

Technical Competencies  - Essential

Skills, Knowledge and Experience

Knowledge of DB and/or DC pension schemes - Is able to explain:

• Pension member records and their set up
• The relationships between members, trustees, schemes actuaries, funds and investments
• What employer duties are
• Describe the regulatory bodies and their roles
• Can demonstrate adherence to compliance guidelines and comply with all relevant regulatory policies, including completion of mandatory training
• An understanding of the impacts of regulatory and legislative changes and these effect day to day administration

Pension administration and work management systems, can demonstrate:

• Administration platform including pension member records management
• Incoming and daily work allocations including work completed processes and reporting
• Accuracy, attention to detail and quality management
• Can identify errors and suggest options to correct them
• Can pre-empt future issues and understands associated risks
• Can demonstrate an attitude of ‘get it right first time’ for all customer outputs
• Can provide examples of complex letters and e-mail communications and adherence to quality management

Coaching, training and mentoring:

• Uses knowledge and experience to support, coach and train team and can demonstrate ongoing development of the team.
• Can provide constructive feedback to enhance the skills of team members
• Can provide examples of sharing best practice with the wider team and identifying areas of opportunity for team members

Microsoft products - the ability to use Microsoft Office Excel, Word and Outlook at the required level

Maths/English qualification - GCSE Grade C or equivalent

Desirable

• Client Relationship skills - Trusted to attend trustee and client meetings
• People Management - Can provide feedback and evidence to line manager for appraisal purposes, Evidence of previous people management
• PMI Qualifications - Advanced Diploma in Retirement Provision, Diploma in Retirement Provision, Diploma in Employee Benefits and Retirement Savings, Retirement Provision Certificate, Certificate in Pension Calculations, Certificate in Pensions Essentials
• Cii - FA2 – Pensions Administration

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.

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’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

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.