Role: Pensions Administrator
Reports to: Pensions Team Manager
Primary purpose of the role: To create better outcomes within a team in the provision of full lifecycle day to day administration services for all clients, scheme members and their dependants.
Key Responsibilities
- Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
- Embrace, demonstrate, and support the business to embed Capita Values.
- Adhere to Quality Management Systems and comply with regulations and policies from Capita and relevant regulatory bodies.
- Take ownership of personal and performance development undertaking all relevant training courses, including Mandatory e-learning, to improve and retain pensions and internal systems knowledge and capability.
- Identify and report risks, complaints and breaches immediately / within deadlines, to line management and/or the Operational Risk & Compliance Department.
- Consider and review the effectiveness and efficiency of existing systems, processes, and controls and make suggestions to continually enhance service delivery.
- Support and assist the management team where required in all aspects of service delivery.
- Understand, build, maintain and enhance stakeholder and/or client relationships.
- Share knowledge to support development of others.
Key Tasks
- Enhance the quality of customer outputs to deliver an excellent customer experience through effective coaching, providing constructive feedback and mentoring to ensure staff achieve their full potential.
- Support the team on complex casework, high value cases and complaints.
- Be available to answer member queries within the agreed SLA targets across mulitiple communication channels.
- Adapt to varying demands and workloads with a commitment to ensure tasks are completed to deadline whilst maintaining excellent levels of quality.
- Understand the importance and deliver against individual objectives and to contribute to the achievement of departmental objectives and business results.
- Work within set Key Performance Indicators and quality standards.
- Complete all tasks using current work procedures and best practice.
- Create and maintain consistent and accurate scheme records and events.
- Identify complaints at the earliest opportunity, take ownership of the problem, escalate where appropriate, and undertake Route Cause Analysis.
- Understand the importance of Continuous Improvement and be able to collate and interpret data to seek opportunities both inside and outside the team to improve the customer experience, challenging current processes.
Participate in and promote good team communication and share knowledge and expertise with other team members.
Core Competencies
Core Competencies | Description | Level |
Building collaborative relationships | Having the ability to promote a culture of information sharing and working together to meet business goals. | Foundation |
Communicating for impact | Understanding the importance of communication and ability to provide information and messages in a way that produces clarity and impact. | Foundation |
Self-awareness | Being aware of the impact of own actions on stakeholder(s) and having the ability to manage the emotions of self and others while achieving results. | Foundation |
Adaptability | Having knowledge of techniques that help manage workloads during changing environments. | Foundation |
Influencing | Knowledge of effective influencing approaches to impact decisions within and outside own organisation. | Foundation |
Innovation | Understanding the value of innovation and ability to develop new ideas and initiatives that improve the performance of the organisation. | Foundation |
Diversity and Inclusion | Understanding of the business value of diverse perspectives and opinions of different groups of people | Foundation |
Learning agility | Understanding the necessity to continually learn and seek feedback in order to improve own performance and development. | Foundation |
Resilience | Recognising the ability to maintain focus on objectives in difficult or challenging situations and demonstrating resilience to a complex and changing environment. | Foundation |
Managing Conflict | Understanding of how to recognise and deal effectively with existing or potential conflicts and having the ability to apply this understanding appropriately to diverse situations. | Foundation |
Role Competencies
Skills, Knowledge and Experience
Essential | Capability Benchmarks |
Accuracy, attention to detail and quality management 'Get it right first time'. | Can identify errors and suggest options to correct them. Can provide detail and evidence of minimal errors and re-work demonstrating an attitude of 'get it right first time' for all customer outputs. Can provide examples of good letters and e-mail communications and adherence to quality management. Can pre-empt future issues and understands associated risks. Can demonstrate data input skills, attention to detail. |
Pension Administration and Work management systems | Can demonstrate: - administration of Pension platform including member records management - incoming and daily work allocations including work completed processes |
Member / Customer contact | Can demonstrate: - strong call handling ability - strong written communication skills in a variety of communication channels |
Office 365 products | The ability to use Microsoft Office Applications relevant to the role at the required level. |
Knowledge of DB and/or DC pension schemes | An understanding and able to explain: - Pension member records, their set up and benefits - The relationships between members, trustees, schemes actuaries, funds and investments - What employer duties are - The regulatory bodies and their roles An understanding of the impacts of regulatory and legislative changes and how they affect day to day administration. An understanding on scheme specific rules and processes. Ability to perform calculations manually. |
