Deputy Administration Manager; Defined Contributions

About The Role

Our teams of pension administrators provide services to a wide range of trust‑based company pension schemes, including defined benefit, defined contribution, career average revalued earnings, and hybrid schemes. Our services include scheme administration, communication, scam identification, payroll services, pension scheme accounting, de‑risking projects and technical consultancy.

Our administrative approach is scheme‑based; one team is responsible for every aspect of each client’s service, enabling us to build the best possible relationships and provide the clarity of focus each scheme deserves. Ultimately, pension schemes exist for their members; we place as much emphasis on delivering excellent customer service as we do on technical proficiency and quality control.

• Oversee the various DC administration tasks completed by the team, e.g. handling of leavers, retirements, transfers and deaths.
• Scrutinise the client work of other less experienced pension administration team members.
• Monitor accuracy, performance, and SLAs for the team, taking action to ensure targets are met.
• Liaise with Administration Manager regarding appraisals and regular catch‑up meetings; conduct some appraisals and mentoring meetings for staff on probation.
• Attend and contribute ideas to deputy administration manager meetings.
• Disseminate information to the team at regular meetings, including technical updates.
• Identify training needs across the team and assist with development and mentoring of team members.
• Ensure accurate update of the time‑recording system for both chargeable and non‑chargeable activities.
• Support, motivate and coach colleagues for the benefit of the team and the wider Company.
• Seek ways to innovate and improve quality, service delivery and efficiencies in processes and procedures.
• Maintain a client‑focused approach, developing trusting and credible partnerships with clients face‑to‑face and via telephone.
• Anticipate, resolve and own problems, identifying solutions to management as and when required.
• Prepare, check and issue administration bills.
• Update internal change‑control and other schedules and spreadsheets as required.
• Ensure breaches, errors and complaints logs are promptly completed and regularly reviewed.
• Assist in the recruitment process, including interviews.
• Deputise at Administration Manager meetings when necessary.
• Manage day‑to‑day activities of staff to ensure efficient and effective delivery of all work; hold regular workflow meetings with senior team members as needed.
• Take part in marketing and new business activities, including completing tender responses, attending pitches and presenting at site visits.
• Provide expert advice and consultative support for pension queries, stay abreast of technical and legislative developments and support more junior staff.
• Drive and support automation projects across the team.
• Guide team members on utilisation and recoverability to build awareness at all levels.
• Attend trustee/client meetings when opportunities arise.
• Advise senior team members on fees for ad‑hoc projects or service upgrades.
• Sign out non‑standard letters in response to client and member queries.

Due to the changing nature of the business, the job holder may from time to time be required to undertake other activities of a similar nature that fall within their capabilities.

• Expert knowledge of pensions administration activities applicable to any scheme.
• Previous experience of Defined Contributions (DC) schemes, including leavers, retirements, deaths, transfers in/out and reporting.
• Experience of current pensions legislation and framework, especially regulatory requirements of the Pensions and Finance Acts.
• Previous supervisory or workflow management experience, including performance monitoring, appraisals and recruitment.
• Proficient in IT, especially Microsoft Word, Excel, Outlook and PowerPoint.
• Strong Maths and English GCSE or equivalent qualification – minimum grade B/6.
• Positive personal impact qualities such as leadership, influencing, credibility and empathy.
• Effective management skills, awareness of processes and staff motivation.
• Outstanding…