Senior Pension Operations Analyst

Our client is excited to be recruiting for a Senior Pension Operations Analyst to join their Customer Operations department. You will effectively collaborate with Risk / Transitions / Finance to secure their buy-in and implement improvements to systems, processes, and technology, as appropriate, and apply knowledge and insights concerning the Customer Operations function and how this impacts our policyholders.


You will also work to deliver 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.



About the role

• Supporting the Outsourced Administration Manager to maintain oversight of the Outsourced Administration Teams and ensure Policyholders always receive exceptional customer service, ensuring they are hitting their KPI’s and other commitments.
• Conducts thorough analysis of 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. Identifying trends, training opportunities and process improvements
• Responsible for reviewing funding calculations including working with internal actuaries to solve queries
• Collaborates with outsource administrators on complex calculations and answers complex queries
• Produces inputs into MI and reports for Senior Management
• Helps to identify and implement process improvements/efficiencies in 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
• Provides knowledge and insights concerning the Customer Operations function and how this impacts our policyholders.

• Experience working in defined benefit pensions administration
• Experience of delivering excellent customer service when dealing with external and internal stakeholders
• Good working knowledge of MS Access, MS PowerPoint, MS Word.
• Good level of Microsoft Excel competency (intermediate) with a keen desire to develop existing knowledge