Pension Technical Specialist

Smart Pension Ltd ,
London, Greater London
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Job Description

Provides technical expertise to support day to day customer service delivery and strategic initiatives. Advises on technical queries and contentious cases, ensuring a customer centric solution. Designs, facilitates, controls and makes decisions on complex and manual processes. Operational lead on business and regulatory change to ensure an efficient, positive and easy-to-use experience is implemented with appropriate control. Ensures that the service and product proposition is fit for purpose by ensuring service is delivered within effective controls, in line with its customer profile, risks and compliance obligations. Main Responsibilities: * Contributes to Operations business plan and leadership of the Technical Operations team. * Provides clear, simple and accurate technical guidance and training to customer service resources and broader stakeholders as required, demonstrating sound business acumen. * Works closely on business development to shape the design and implementation of operational change to ensure a customer centric solution and easy user experience through testing, business readiness assessment and writing robust procedures. * Investigates and reviews customer complaints, issues and contentious cases to ensure fair customer outcomes in accordance with regulatory requirements and company policy. * Interprets and implements regulatory change into operational policy and procedures, influencing Proposition and Development colleagues as appropriate. * Operates within a framework that demonstrates robust control to deliver safe and appropriate customer outcomes through oversight of process and quality, business continuity, data security, resource management, risk and audit. * Responsible for assessing, controlling and mitigating operational risks relating to customer experience and compliance. * Contributes to a culture of continuous improvement, focused on enhancing the end to end customer experience and managing operations expenses. * Engagement on business strategy and how it could impact team and customer outcomes. * Facilitates change through personal commitment and leadership of others. * Maintains an appropriate level of functional and technical expertise. * Provides cover for and supports the management team. At Smart, we're a diverse team, made up of people from different backgrounds, experiences and skills. Our goal is to build great products to help people plan for their financial futures. Were constantly developing new ideas to help people look after their pension schemes, in the UK and abroad. Weve grown to a team of over 200 talented people, all dedicated to creating the best experience for our customers. If you think you can help, come and work with us. Our updated Recruitment Data Policy is here Please click on the link if you have any questions about how we store your data or to know your rights. Requirements * At least 5 years experience in DC pensions (qualification required). * Knowledge of DC pensions regulatory obligation. * Customer centric mindset. * Experience of managing people. * Professional and accountability, projects credibility. * Ability to make autonomous decisions, making use of the escalation process by exception * Strong interpersonal, people and influencing skill. * Agility and willingness to roll sleeves up to achieve goals. * Creative problem solver with strong planning and decision-making skills. * Accepts and tackles demanding goals with enthusiasm. Benefits * 25 days holiday per year plus Bank Holidays. * Auto enrolment, salary sacrifice Pension scheme. The company matches your contributions up to 5%. * Company maternity benefits * 500 personal training budget per year to spend on courses or conferences. * Health Insurance (viaEquipsme). * Access to Smart Rewards. * Childcare vouchers. * Cycle to work scheme * Death in Service benefit

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