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Pensions Support Operations Manager
2 months ago
Reporting to the Head of Operations, this is a new role that has been created to manage a large team of Pension Support Advisors. The team are responsible for supporting their grown customer base with any pension related queries. Essentially the business is an outsource payroll and pensions provider, and this team is responsible for the calculation of pensions benefits.
Responsibilities will include:
Leading a team of pension support advisors to deliver against demanding service levels and exceptional customer satisfaction
Ensure all SLAs are met including monthly and end of year submissions, complaints, and escalations
Ensure all monthly payroll, pension and third-party payments BACs are completed in line with current legislation
Provide coaching support and ensure delivery of performance using agreed performance framework
Drive performance excellence 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
Provide excellent customer support and encourage first contact resolution
Ensure compliance is delivered against tax regulations and year-end procedures
Deliver process improvements to ensure improved customer experience
Conduct monthly 1-1’s with the team
Responsible for all team training
Input into any projects and product testing when necessary.
Key Skills / Experience:
Previous experience in Pensions operations management
Professional pensions qualifications preferred
Demonstrable technical knowledge of pensions, regulations and compliance
Knowledge of UK Legislation - such as Tax, National Insurance, Statutory Payment and Auto Enrolment etc.
Previous team management experience
Strong customer service management experience
This is a great opportunity for a candidate with both pensions and team management experience to work for a hugely successful global business.
If you would like to be considered for this role, please apply today