Senior Pensions Administrator

Management Level

H

EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.

Role Summary

This is a fantastic opportunity for a candidate with exceptional administration and service skills and experience. You will be working with clients on a day to day basis, assisting and supporting them with highly confidential and potentially complex queries regarding their pension administration. Equiniti is committed to promoting from within our business and for driven and ambitious candidates future roles may include team leadership or more strategic operations roles across our business sectors.

Working as part of our Pensions Administration Team, the successful candidate will have a minimum of 3 years pension experience and will undertake a wide range of activities

Department Information

Pension operations must deliver an excellent service across our diverse client base that is in line with strict client contractual and regulatory requirements, as well as protecting the commercial interests of Equiniti. Our Pensions Administration teams are responsible for keeping accurate and compliant pension records for our clients and pension scheme members. We hold records for about 20% of all pensions in the UK, and we need to make sure we get it right first time.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Provision of administration service including calculation of member benefits to customers as per Service Level Agreements
• 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 in order to produce routine reports (client request/admin reports)
• Identifying process improvements in immediate area of work responsibility and in the wider Equiniti environment to support continuous improvement across the business.
• Overseeing and checking the work of less experienced Team members
• Coaching and supporting colleagues with technical guidance and identify team members training needs- and where necessary carry out training.
• Be a point of referral for complex/sensitive queries
• Work allocation within the team- dependant on Team Manager
• Carrying out projects/ ad-hoc activities as determined by Team Leader
  - This may include annual Pension Increase exercise/ Scheme Audit support/ Event Reporting
• Assisting the Team Leader by deputising as required to attend meetings, lead huddles and complete return to work meetings in Team Leader’s absence.
• Point of contact for any customer call-backs that the CEC are unable to deal with.
• Act as appoint of contact for the client/operations manager, if Team Manager is unavailable.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following skills and behaviours:

• Excellent attention to detail and capable of following defined processes and procedures
• Superior communication skills: written and oral
• 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
• A minimum of 3 years Defined Benefit Pensions Knowledge
• Able to work on own initiative
• Experience of working on and in part leading projects

What We Offer

• Save For Your Future - Equiniti Pension Plan;
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