Description Applications from Liverpool and Bournemouth will be accepted Overview Reporting to the Head of Customer Service, this role provides technical expertise to support new business on-boarding and the ongoing day to day customer service delivery. Advises on technical queries and contentious cases and complaints, ensuring a customer centric and commercial solution. Designs process and controls for complex and manual processes. Operational lead on customer services initiatives including continuous improvement, regulatory change, and business change to ensure an efficient, positive and easy-to-use experience is implemented with appropriate control. What you’ll be doing: Provides technical guidance and training to customer service resources as required, demonstrating sound business acumen. Provides technical expertise and on-site support during new business acquisition visits. Works closely on product development to shape the design and implementation of customer services change to ensure a customer centric solution and easy user experience through testing, business readiness assessment and writing robust procedure. Contributes to a culture of continuous improvement, focused on enhancing the end-to-end customer experience and managing operations expenses. Devise, implement and maintain desk top solutions to processing, operational and service delivery challenges, ensuring appropriate controls are in place to deliver solutions within risk appetite. Investigates and reviews customer service complaints, issues, and contentious cases to ensure fair customer outcomes in accordance with regulatory requirements and trustee policy. Interprets and implements regulatory change into operational policy and procedures, working with proposition and development colleagues as appropriate. Supports and routinely engages with the broader Operations controls oversight function for feed into continuous improvement needs. Operates within a framework that demonstrates robust control to deliver safe and appropriate customer outcomes, in line with the Smart Hallmark. Engagement on business strategy and how it could impact team and customer outcomes. Facilitates change through personal commitment and ownership of initiatives. Maintains an appropriate level of functional and technical expertise. What we’re looking for: At least 5 years’ experience in DC pensions (CF1 and FA2 qualification required). Knowledge of DC pensions regulatory obligation. Adheres to T&C Competency Scheme as required. Customer centric mind set. Experience is using Microsoft and excel, with emphasis on autocrat. Strong analysis skills, with proven experience in data manipulation. Ability to use and translate data for internal and external audience communication. Experience with MS Office suite, and be comfortable with Word, Excel and PPT products. Experience of process and procedural development, design, and implementation Professional and accountability, projects credibility. Team player. Strong interpersonal, people and influencing skill. Agility and willingness to ‘roll sleeves up’ to achieve goals. Creative problem solver with strong planning and decision-making skill. Accepts and tackles demanding goals with enthusiasm. About MUFG Retirement Solutions: Our Retirement Solutions division combines its proprietary technology, process, and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate. By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability, and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.