Overview
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.
Role purpose
The Senior Pension Operations Analyst within Customer Operations collaborates with Risk, Transitions and Finance to secure buy-in and implement improvements to systems, processes, and technology, as appropriate. They apply knowledge and insights concerning the Customer Operations function and how this impacts policyholders, and strive to deliver strong business outcomes related to capital, profitability, the Company brand and market reputation while achieving positive outcomes for policyholders, shareholders and trustees on a consistent basis. Company values should be reflected in the delivery and performance of the role.
Responsibilities
* Support the Outsourced Administration Manager and Outsourced Administration Team Leader to maintain oversight of PIC\'s Outsourced Administration Teams and ensure PIC Policyholders always receive exceptional customer service, hitting KPIs and other commitments.
* Conduct thorough analysis of quality assurance checks of work carried out by outsourced administration teams, including file reviews, call handling, key processes, pension increases, new process checking and complaint reviews. Identify trends, training opportunities and process improvements.
* Review funding calculations, including collaborating with internal actuaries to solve queries.
* Collaborate with outsourced administrators on complex calculations and answer complex queries.
* Produce inputs into management information (MI) and reports for PIC Senior Management.
* Identify and implement process improvements/efficiencies in PIC’s administration model.
* Undertake ad-hoc project work as required, manage work streams and ensure timescales are met.
* Attend and participate in client meetings with outsourced Administrators.
* Liaise with regulatory bodies such as the Financial Ombudsman Service.
* Take ownership for personal 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.
* Ensure outsourced administration partners understand and work within PIC guidelines for Consumer Duty.
* Provide a high level of service to Trustee clients and suppliers; provide pension technical expertise with the ability to interpret rules and legislation.
* Provide knowledge and insights concerning the Customer Operations function and how this impacts policyholders.
Requirements
Knowledge
* Good technical knowledge of defined benefit pension schemes
* Established knowledge of Pensions Administration, especially defined benefit pension schemes
* Established knowledge of complex manual pension calculations
* Familiar with pensions buy-ins & buy-outs and transitions process
Experience
* Experience working in defined benefit pensions administration
* Experience of delivering excellent customer service when dealing with external and internal stakeholders
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 will get access to some great benefits, including private medical insurance, 28 days\' annual leave (excluding bank holidays), study support with qualifications, a generous pension scheme and much more.
Other information
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: IT Services and IT Consulting
#J-18808-Ljbffr