Pension Administration

3 months ago

Glasgow, United Kingdom Mercer Full time

**Pensions Administrator - Senior Team Leader - Glasgow, Chichester. Leeds or any other UK location**

**What can you expect**:

- Reporting into the Regional/Deputy Regional Operations Manager, you will manage the delivery of the administration services provided to your team’s client portfolio from your team directly and from other Mercer CSD teams such as PPD, Cashflow, CRC, GOSS etc.
- You will be accountable for the quality of service provided from within operations and ensuring that best practice processes are implemented and utilised consistently across all clients
- Input into plans through liaison directly with the Client/other lines of business for developing and enhancing the service provided to keep pace with changing legislation, client requirements and expectations, and take responsibility for implementing identified changes
- Encourage and manage continual improvement in quality, efficiency and service satisfaction

**What is in it for you**:

- A role that can offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis variety and career progression within a large stable corporate organisation
- Competitive Benefits Package including: a generous pension, life cover, private healthcare, income protection, employee assistance program, and a range of flexible benefits
- 25 days holiday with the flexibility to buy or sell up to an extra 5 days per annum, an extra day given around Christmas time and another extra day given for you to take a volunteering day
- Doctor, dentist insurance, cycle scheme, health assessments, discounted gym membership plus many more
- Discretionary bonus
- Corporate discounts

**We will count on you to**:

- Ensure processes are adhered to and reviewed to maintain best practice, drive continual improvement, operational effectiveness and client profitability
- Increase quality of service delivered by continuous and controlled improvement of processes used by the delivery teams, SLA agreements in force with clients and client profitability
- Analyse root cause when issues are highlighted or when they arise to identify preventative action. Implement required procedural changes to minimise risk of recurrence
- Ensure Errors and omissions and complaints are handled in accordance with agreed procedures and within appropriate timescales
- Direct and own team improvement projects taking responsibility for prioritising highest impact changes, working with the other LOB as appropriate to design, develop and implement the approved solutions for your clients. Some project management may be required
- Proactively identify opportunities for change and input to plans for developing and enhancing the service provided, through liaison with the client directly and other Mercer Lines of Business
- Agree the performance targets for client delivery with the management team, create and implement team plans to ensure achievement of the targets
- Accountable for the performance of the service delivery of your team and reporting progress using the agreed scorecard on a monthly basis
- Organise, motivate and coach team members to achieve the workflow and scheme event delivery targets based on service level agreements and timetables agreed with clients through training/management using coaching, direction, good working practices and adherence Mercer policy
- Monitoring all project income within own control. Management of resources and proactive alignment of headcount with client service gains and losses. Understand client profitability and impact on your team resources as a result. Work with other Administration Service Managers to best utilise combined national Mercer resources locally
- Where relevant be responsible for the monthly/quarterly billing of your client portfolio and to ensure that additional adhoc work is billed appropriately in line with contractual obligations and manage expense budget for the team
- Budgetary management - revenue for T2 and T3 clients in the relevant portfolio
- Capacity planning and management of available resources across all aspects of service delivery within the team including flexible use across teams to accommodate peaks and troughs in workload
- Influence direct reports to take ownership for identifying process changes required, input to creation of the solution and participate in the project team to implement agreed change
- Provide coaching, direction, and guidance to direct and indirect reports to create a high performing service delivery team
- To be responsible for the production of client Stewardship Reports and scheme event processing and attend Trustee Meetings and or Administration Meeting with Clients
- Communicate with clients on changes to work planning schedules and from adhoc client demands, both directly to the client and indirectly through the Client Relationship Managers and colleagues in RRF

**What you need to have

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