Team Manager - Pensions Administration

Team Manager - Pensions Administration - JLT Orpington

To proactively manage a team of staff engaged in a variety of tasks related to the administration of

Final Salary and Defined Contribution Schemes to deliver contracted levels of service and reporting within agreed costs.

The Team Manager role is pivotal in providing an effective and consistent service to clients. As the 'engine room' of our business it is vitally important that a Team Manager can maintain:

* A clear understanding of client profitability and expected service

* An effective and well trained group of Senior Administrators and Administrators

* A buoyant and healthy level of team morale

Main Responsibilities:

* Deliver work within specified timescales agreed in the service contract or with the Senior Manager as appropriate.
* To ensure the team complies with internal procedures, all aspects of pensions legislation and adhere to service and quality standards.
* Manage and distribute work to the team and ensure the accurate and efficient throughput of work and dealing with issues that impact team performance.
* Liaison with other Team Managers onshore and offshore as needed to ensure service issues are managed and resolved.
* Liaison with the Senior Manager regarding resourcing and client expectations for all schemes managed by the team.
* Day to day Client contact on service matters.
* Responsible for the effective development and training of all team members to fulfil both JLT's needs and the employee's potential (relating to the administration of pension schemes).
* Collation and reporting of Management Information to the Senior Manager as required.
* Ensure timely production of Administration reports for clients and deal with queries arising with the client either by phone or occasionally face to face.
* Record complaints as they are received and ensure that the Complaint database is updated and maintained. Investigate any complaint raised and where needed undertake a root cause analysis of the issues and take corrective action.
* Encourage ideas and suggestions for improving working methods taking into account client and member experience, where appropriate implement and document changes under the guidance of the Senior Manager.
* Manage training needs and priorities alongside that of client work so that training is provided where needed and appropriate, whether 'on the job' or formal.
* Ensure the maintenance of all required documentation and procedures to allow effective and successful internal auditing.
* Conduct formal staff appraisals and document these within the timescales.
* Undertake monthly 1:1's with all team members to be held to listen to team members concerns/comments but also to:

o Provide feedback on quality and quantitative measures

o Review and update Personal Develop Plans

o Review Competency on processes and scheme knowledge

o Undertake performance management with individuals as required

* Assist with Client Audits as required.
* Manage and participate in projects as required from the business and/or clients from time to time.

Experience and qualifications:

Essential:

* Strong working knowledge and experience of pensions administration and pensions legislation and Regulation

* Basic PMI qualifications as a minimum and ideally working towards APMI

* Computer literate and strong on Microsoft Office suite esp. Word, Excel and PowerPoint

Desirable:

Familiar with JLT systems, BizFlow, SharePoint and Practice Engine

Ideally some experience of planning and project management