Senior Pension Administrator
6 months ago
Management Level
H
**Job Description**:
Business function:
Equiniti is a leading UK Business Process Outsourcer, specialising in providing complex administration and payments solutions underpinned by world class proprietary technology platforms. Equiniti has over 2,000 clients spanning the private and public sector including 70% of the FTSE 100. They process £90 billion in payments every year, handle 88 million documents, 2.6 million enquiries, and pay 20% of pensioners in the UK. Their services benefit 30 million people in the UK and 180 countries around the world. Over a third of the UK population has dealt with the Equiniti at some point during their lives. Equiniti is a company that has been built with strong values at the very core of their offering. Dealing with some of the most successful companies and government agencies in the UK, excellence, integrity, professionalism, partnership, commercial and innovation are therefore at the heart of everything they do.
Our Operations teams must deliver a service to our clients that is in line with strict client contractual and regulatory requirements, as well as protecting the commercial interests of Equiniti. Our client base is varied and includes Financial Services, Large Corporate and Public and Third Sector clients, and through leveraging technology and innovation, Operations must deliver an excellent service across our diverse client base.
**Core **Duties/Responsibilities**
- Provision of administration service to customers as per SLA
- Maintenance of up to date filing and records for department, checking the integrity of customer data
- Processing of a wide range of routine and non-routine documentation within defined procedures
- Resolving customer enquiries (oral and written) based on competent working knowledge of the customer requirements [and case history]
- Drafting of non-standard correspondence in response to customer enquiries
- Inputting customer details and accesses customer information
- Collating and analysing data and produces routine reports, schedules and summaries in order to update customer records, resolves customer queries
- Provision of technical guidance to other team members
- Identifying and implementing process improvements in immediate area of work responsibility in order to improve throughput and customer service
- Provision of on-the-job coaching to department colleagues
- Carrying out projects and ad-hoc activities as determined by the Team Leader
**Skills, Knowledge & Experience**
**Core Competencies**
- Pensions experience is required (ideally Defined Benefit but not essential)
- Excellent attention to detail and capable of following defined processes and procedures
- Superior communication skills
- Strong desire to deliver exceptional customer service
- Proven track record of quality, timely delivery
- Excellent ability to develop positive and productive working relationships
- Good IT skills and a willingness and aptitude to learn a variety of systems
- Previous experience working in financial services would be preferable
**Core Values & Behaviours**
**Trust**
- Acts with integrity and high personal standards in dealings with others.
- Treats others with respect, openness, honesty and fairness (empathy).
- Says what they mean; walks the talk.
- Accepts responsibility rather than apportioning blame. Creates the right blend of support and challenge
- for self and others. Maintains the organisation
- 's reputation for high standards of business conduct.
**Client Focus**
- Adds values and builds true partnerships. Effectively manages expectations to achieve a positive outcome.
- Takes personal responsibility for the performance of the Client relationships.
- Makes a strong positive impact and professional impression.
- Builds effective networks (internally and externally). Effectively communicates with Clients and key stakeholders.
- Manages, maintains and promotes each relationship to deliver added value solutions and maximise growth potential. Probes facts and opinions to determine underlying needs and expectations to find out what Clients/Customer's really need today and identify future requirements.Pro-actively manages all stakeholders throughout contract renewal and tender processes.
- Motivate others to meet and exceed customer service standards by creating the right working environment and relationships.
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