Outsourced Administration Team Leader

Pension Insurance Corporation (“PIC”) provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.

As Outsourced Administration Team Leader, your role requires:

• the ability to effectively collaborate with Risk, Legal, Transitions, Finance and PIC’s third-party administrators to secure their buy-in and implement improvements to systems, processes, and technology, as appropriate.
• application of knowledge and insights concerning the Customer Operations function and how this impacts our policyholders.
• delivery of strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes to our policyholders, shareholders, and Trustees on a consistent basis.
• that our Company values are reflected in the delivery and performance of every role.

Specific accountabilities assigned to the role of Outsourced Administration Team Leader within Customer Operations:

• Manage the Outsourced Administration Team ensuring appropriate governance and oversight is completed over the third party administrators
• Ensure the Team are completing quality assurance checking, of work carried out by the outsource Administration Teams, including file reviews, call handling, key processes, pension increases, new process checking and complaint reviews. Providing thorough analysis, Identifying trends, training opportunities and process improvements
• Develop the team to ensure they expand their skills and experience and increase their understanding and responsibilities
• Ensure our Outsourced Administration partners are understanding and working within PIC guidelines for Consumer Duty. Closely monitor adherence to Consumer Duty requirements
• Work with the Outsourced Administration Manager to ensure all Outsourced Administration partners are providing PIC Policyholders with exceptional customer service, ensuring they are hitting their KPI’s and other commitments. Identify where agreed service is not being achieved and ensure remedial action is completed.
• Liaise with and satisfy requirements of PIC’s assurance functions
• Produces high quality and accurate MI and reports for PIC Senior Management
• Identify and implement process improvements/efficiencies in PIC’s administration model
• Undertakes ad-hoc project work as required, managing work streams and making sure timescales are met
• Attends and participates in client meetings with our Outsourced Administrators
• Liaises with regulatory bodies such as the Financial Ombudsman Service
• Manages operational readiness to ensure transitioning schemes transfer successfully into PIC’s operating model
• Takes ownership for their own learning and development in both technical (e.g. data analysis and critical judgement) and non-technical (self-insight and relationship management) skills of Pension Services Team
• Providing defined benefit pension technical expertise, with the ability to interpret rules and legislation and their practical application to pension administration.
• Provides knowledge and insights concerning the Customer Operations function and how this impacts our policyholders.

Requirements

Experience

• Experience in managing pension Administration Teams
• Experience of delivering excellent customer service in a defined benefit pensions operations arena
• Experience of transitioning schemes into a standard operating model
• Experience of delivering good consumer duty outcomes for customers
• Experience of implementing process improvements

Knowledge

• Strong technical knowledge of defined benefit pension schemes
• Established knowledge of pensions Administration Team management
• Familiar with third- party administration relationship management
• Familiar with pension buy-ins, buy-outs and transitions
• Strong knowledge of good consumer duty outcomes

Skills

• Strong organisational skills
• Strong communication skills
• Ability to persuade and influence both directly and indirectly at all levels
• Ability to manage people and other resources effectively
• Ability to organize work to meet deadlines
• Effective collaboration with key stakeholders
• Good relationship management skills
• Commercial judgement
• Good working knowledge of MS Access, MS PowerPoint, MS Word, MS Excel

Desirable personal attributes

• Intellectually curious with a willingness to learn through own research
• Strong problem-solving skills utilising consultative questioning to challenge current norms and drive change within the business function
• Effective communicator – structures insights into clear messages and effectively engages others within business function, as well as internal stakeholders, professional and regulatory bodies
• Innovative thinker – positive attitude to change and a willingness to embrace new ideas and techniques to improve performance

Benefits

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you’ll get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.