The Deputy Lead Pensions Associate supports the Lead Pensions Associate in coordinating daily team operations and acts as a secondary escalation point for complex or urgent matters. The role includes line managing assigned Pensions Associates, overseeing their performance, development and workflow, while ensuring the delivery of high-quality member services across an allocated portfolio. The post holder provides technical guidance, quality oversight and day to day operational decision making, and is responsible for leading the team whenever the Lead Pensions Associate is unavailable.
Key responsibilities
Service Delivery & Client Experience
Contribute to delivering a First-Class service for trustees, employers and members, supporting the Lead Associate in all aspects of service delivery.
Communicate with members and clients in a clear and accurate and professional manner.
Provide guidance on DB/DC administration and moderately complex cases.
Act as an escalation point for complex cases, complaints, technical queries and operational queries.
Manage and support assigned Pensions Associates, supporting and empowering them to develop their skills and progress
Hold 1:1s and support objective setting for assigned team members.
Build team capability through coaching, feedback and on-the-job training.
Support successful onboarding to ensure new team members are integrated quickly and effectively
Address low level performance concerns constructively, promoting accountability and continuous improvement.
Operational coordination & Workflow Management
Working with the Senior Associates, coordinate daily workflow, resource allocation and task prioritisation.
Monitor SLA performance and escalate risks to Lead Associate where appropriate.
Lead daily team huddles and contribute to short-term operational planning.
Represent the Member Services team in meetings when delegated.
Quality Control, Compliance & Risk Management
Check higher complexity tasks to maintain quality and accuracy.
Has awareness of the ISO27001 standard and our business continuity management system. Read and understood key policies in the BCMS and understands what to do in the event of an incident.
Monitor data accuracy, process adherence and risk indicators, escalating issues appropriately
Support audit activity and required improvements.
Contribute to stewardship report preparation through data validation.
Identify emerging trends or issues and provide recommendations to the Lead Pensions Associate.
Process Improvement & Change
Lead small scale process improvement initiatives and support rollout of changes to drive efficiency gains and improve member service.
Maintain up to date documentation and proactively identify opportunities for efficiency gains efficiencies.
Support new business and onboarding activities as required.
Strong DB/DC pensions administration experience.
Accurate manual calculation and checking skills.
Strong communication and coaching capability.
Good understanding of pensions legislation.
High attention to detail and strong MS Office skills.
PMI Qualified (or studying).
PMI qualification or progression toward it.
Experience with IntelliPen.
Experience supporting or mentoring colleagues.
Experience in small-scale projects or improvement initiatives.
Supportive, approachable and confident in decisions.
Organised and able to manage multiple priorities.
Calm under pressure and adaptable to change.
Promotes a positive, collaborative and inclusive team culture.
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Deputy Lead Pensions Associate employer: Hollybank Trustees Ltd
At Kingspan Light, Air + Water, we pride ourselves on fostering a collaborative and supportive work environment in Havant, where our Data Centre Customer Service Specialists play a crucial role in delivering exceptional service to our customers. We offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company while enjoying a culture that values teamwork and innovation. With a focus on employee well-being and a commitment to sustainability, working with us means being part of a forward-thinking organisation that truly cares about its people and the planet.
