Pensions Administrator

Sheffield, England, United Kingdom

11/29/2024

Role Purpose

The provision of pension administration services to clients in line with established procedures and control frameworks.

Key Accountabilities

• Evaluate and log, where instructed, incoming enquiries, ensuring that required actions are accurately recorded on workflow system in a timely manner.
• Support processing of team workloads through to conclusion in accordance with established procedure, ensuring that all work is subject to appropriate peer review and sign-off.
• Respond to enquiries using established standard templates.
• Calculate and settle member benefit entitlements using automated calculation routines, where in place.
• Create and maintain scheme membership records on the administration system(s).
• Ensure that work requiring 3rd party involvement is suitably diarised and chased.
• Assist in peer review of agreed work-types.
• Manage workloads to ensure that agreed service standards or targets are met.
• Assess workloads and propose/agree priorities with senior team members.
• Act proactively in escalating any concerns in being able to meet service standards or targets.
• Field inbound telephone and email enquiries, ensuring that appropriate verification checks are undertaken.
• Refer any dissatisfied callers or complaints to a senior team member or colleague.
• Prepare and collate periodical or ad-hoc client information/reports as directed.
• Ensure charging of non-contractual requests are highlighted and recorded appropriately.
• Undertake scheme event activity or project preparations/actions.
• Agree an appropriate plan to meet agreed delivery date with a designated senior team member, with established review milestones to ensure progress remains on-track.
• Develop technical competency in self and others.
• Attend/read internal technical briefings, questioning any unclear aspects or impact on client-base where necessary, and support the implementation of any required changes to practice or procedure.
• Establish a detailed insight of the client(s) benefit structure using formal scheme documentation and ensure that internal summaries and documentation is maintained.
• Provide on-team training & support to other pensions administrators/trainee administrators.
• Adhere to Broadstone staff policies and procedures at all times.
• To accurately record own time, as appropriate, to support client billing activities.
• Additional tasks that may be reasonably required from time to time.
  

Key Behaviours & Competencies

• Good communication skills, both verbal and written.
• Written work is presented in a logical and organised way.
• Strong analytical and numerical ability – able to analyse, evaluate and interpret data.
• Able to work on own as well as being an influential and participative team contributor.
• Comfortable in multi-tasking.
• Demonstrates an openness to feedback and in clarifying information received.
• Demonstrates a hunger for personal development and ambition to progress.
• Eager to experience new tasks and embraces the opportunity to expand skillset
• Seeks to develop others towards self-sufficiency in all core processes
• Approachable and supportive when dealing with others
• Exudes enthusiasm and presents a positive outlook/attitude.
• Is conscious of the impact of their behaviour. Acts as a role-model for trainee administrators
• Establishes relationship foundations internally and with regular client contacts
• Astute in observing own training needs and proactively seeks support or guidance.
• Forges strong working relationships within the team group.
• Shows initiative and confidence, highlighting observations of team/process inefficiency or potential improvement ideas.
• Aspires to provide a high-quality service and achieve KPIs, both personally and collectively.
• Able to gauge personal capacity and prioritise assigned workloads.
  

Required

Technical Knowledge and Professional Qualifications

• Educated to A Level standard or equivalent.
• Previous experience carrying out a similar role with a third-party administrator or in-house occupational pension scheme.
  
  

Recommended

• Studying towards or completion of professional qualifications (e.g. the PMI’s Certificate in Pensions Calculations and/or Advanced Diploma in Retirement Provision).
  
  

Overarching Obligations

• Adhere to all relevant laws & regulations, and Broadstone Policies & Procedures.
• Achieve a good standard of ethical behaviour, i.e. do the right thing at all times.
• Comply with all relevant professional standards.
• Comply with the FCA’s requirements in relation to the Senior Managers & Certification Regime, Treating Customers Fairly and the new Consumer Duty.