Our client is a leading global service provider based in Sheffield. Due to expansion they are looking to recruit a Pensions Support Operations Manager to lead a team of Pension Support Advisors in executing their pension strategy. At its core, this role is about leading the team in delivering the accurate and efficient calculation of pension benefits as per relevant deeds, rules and framework.
As a Pensions Support Operations Manager you will lead a team of pension support advisors, supporting schools and the education section by delivering against customer demand inside the regulations of the industry. At its core, this role is about leading your team to utilise our payroll software to deliver both excellent customer service and meet the deadlines for calculation of pension benefits in line with the relevant deeds, rules and frameworks for Education and schools. We're looking for an experienced leader who wants to constantly improve our service and deliver to timescales with outstanding customer service delivery.
Key role responsibilities:
- Provide strong leadership to a team of pension support advisors, to deliver against demanding service levels and exceptional customer satisfaction.
- Ensure all SLAs are met including but not limited to calls, tickets, monthly and end of year submissions, complaints, and escalations. Managing this dynamically between resource and teams when necessary.
- Management of any coaching support and delivery of performance using the agreed performance framework of Quality and Productivity against the teams KPI's.
- Be an advocate for providing excellent customer support within the team to encourage first contact resolution.
- Monitor NPS feedback to identify issues and provide feedback to the team on comments and results.
- Make suggestions for process improvements which support the customer journey and improvements to the customer experience the company delivers.
- Authorise leave ensuring that service is factored into all approval decisions.
- Conduct monthly 1-1's with the team individually to ensure welfare and training needs are being met.
- Management of staff engagement through communications and Peakon feedback. Ensuring staff remain motivated and delivering a consistently high standard.
- Manage poor performance using the Disciplinary and Performance Improvement Procedure. Ensuring this is fully evidenced and documented.
- Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
- Ensure any technical or product issues are escalated to the relevant teams and monitored until resolved.
- Advocate for change when necessary, ensuring the team are aware and kept up to date with any changes and have received regular communication. Driving continuous improvements.
- Input into any projects and product testing when necessary.
- Ensure all monthly payroll, pension and third-party payments BACs is completed accurately, on time and in accordance with the current legislative requirements.
- Drive and deliver individual performance across the pension team. Set clear goals and objectives for the team and ensure they are aligned with the company's strategic vision and relevant pension legislation.
- Use your experience and knowledge of pensions to upskill all your team of current and future pension legislation and communicate updates effectively to stakeholders.
- Ensure compliance is delivered against tax regulations and year-end procedures.
Education and experience requirements:
- Minimum 5 years' experience in Pensions operations management or similar role.
- Ideally, have a professional pensions qualification (Certificate/Advanced Diploma in Pension Administration, PMI Award in Pensions Essentials or QPA or similar) demonstrable technical knowledge within pensions, regulations and compliance.
- In-depth knowledge of pension laws, regulations, and industry best practices
- Knowledge of UK Legislation - such as Tax, National Insurance, Statutory Payment and Auto Enrolment etc.
- Demonstrable experience developing and motivating a team to deliver an exceptional, customer-focused service within the regulations of the pensions sector.
- Proven experience in a senior pension's role with a strong understanding of pension legislation and regulations.
- Strong problem-solving abilities, with the capacity to tackle complex issues effectively.
- Track record of championing service improvement tools to deliver transformational change.
- Experience in administering various types of pension schemes, including defined benefit and defined contribution plans.
- Experience of Local Government Pensions Scheme (LGPS) and Teacher Pensions desired
- Proficient IT skills, including Microsoft Word and intermediate knowledge of Microsoft Excel (spreadsheet creation, data sorting/searching, and V-lookup functions).
- Technical proficiency in using software products of varying complexity.