Client Relationship Manager

Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. They play a key part in providing our clients and members with a market-leading service on Defined Benefits (DB), Defined Contribution (DC) and CARE pension arrangements.

We currently have an exciting opportunity to join this department as a Client Relationship Manager, within one of our four offices on a full time basis.

What will your role look like?

You will combine the highest quality relationship management skills with technical administration knowledge to ensure a quality service is provided to clients, also contributing to the development of new business opportunities with a proposition led focus. Though this is a varied role, your key tasks will include:

• Ensures overall TPA commercial relationship with clients is in line with profit and revenue projections, including for out-of-scope or non-standard work.
• Uses a solid understanding of the firm’s products and services to identify where service offerings to clients can be enhanced or introduced.
• In collaboration with colleagues, leads on the production of annual client development plans and budgets, ensuring adequate capacity and priority is available to do the work, and agreeing it with the client.
• Initiates and assists in producing and managing client recovery plans when service falls outside agreed level.
• Collaborates with colleagues to design services or projects and oversees their delivery with clear communication throughout.
• Collaborates with colleagues across the firm on shared client relationships and account development, pursuing commercial activities together for joint interests.
• Assists Client Directors with the preparation and review of client contracts and service orders.
• Ensures regular internal meetings and communication about client plans, risks and opportunities. Responsible for agreeing and monitoring any agreed actions.
• Prepares for, attends and takes actions from client meetings with Senior Consultants as required.
• Maintains and manages the firms’ position when dealing with client disputes or service issues.

To enjoy and succeed in this role, you will have:

• Extensive experience of day-to-day pension administration – ideally in DB, DC and CARE pension arrangements.
• A track record of managing Third Party Administration client relationships in a commercial landscape.
• Experience in scoping and costing Third Party Administration work alongside experience in project delivery, driving prioritised outcomes on time.
• Strong interpersonal and communication skills demonstrated in the ability to work successfully with all levels of administrators, consultant and client.
• An awareness of the market direction and a vision for Third Party Administration business.
• The motivation to get the best out of others by building collaborative, consultative, hands-on relationships that are especially strong during periods of change.
• Skills as an effective influencer and negotiator.
• A focus on purposeful solutions, making pragmatic decisions including prioritisation.

Ideally, we would be looking for candidates to hold a professional qualification such as Associate Membership to the Pension Management Institute (or be working towards this). However, we would also be open to applications from candidates who could bring a knowledge of the UK pensions market from relevant industry experience.

In addition to a competitive salary and access to our profit share scheme, we offer:

• A flexible selection of employee benefits, so you can choose a package that best matches your lifestyle and needs.
• A collaborative and encouraging work environment where your thinking and ideas are encouraged.
• On site mental health and wellbeing assistance.
• A commitment to helping you develop both personally and professionally, with mentoring opportunities and access to our award-winning learning portal, Aspire.
• Regular social activities, in addition to three days paid volunteering leave each year and a day’s leave to celebrate your birthday.
• Hybrid working so you can enjoy the positive wellbeing of working from home as well as the benefits of meeting colleagues in our sociable, modern office environments – with the expectation of two ‘in-office’ days per week.
• A flexible working window, allowing colleagues the freedom to work flexibly between the hours of 7am and 7pm.

Please note, we recruit on a rolling basis so early applications are recommended to avoid disappointment.

About Us

Together, we’ve been building better futures for over 100 years. For our people, our clients and their people, our communities and the environment. We thrive on tackling complex problems. And we believe those problems are best solved by diverse teams – diverse in skills, approaches and backgrounds. Our independence lets our people be themselves and think freely, while working in a collaborative, supportive environment. We love innovative, independent thinking and want everyone to share their ideas.

Working alongside employers, trustees and financial services institutions, we offer pensions, investments, benefits and risk consulting services, as well as data and technology solutions. With over 1000 employees and counting, we’re one of the leading consultancies in our field and are proud to be recognised by numerous industry awards.

We’re committed to developing our people and encourage everyone to carve out their own career path. We’ve many colleagues who started out in one team in the business and have ended up somewhere completely different, having had the chance to develop new skills and explore new passions.

We are continually working to improve our inclusive culture and employ diverse talent. We therefore welcome applications from people from all backgrounds, which includes but isn’t limited to: age, disability, ethnic heritage, gender, marital or civil partnership status, neurodiversity, religion, sexual orientation, and socio-economic background.

Our hybrid working model offers the best of both worlds – home working as well as a fun, collaborative office environment - meaning flexible working patterns to accommodate individual needs.

If you need any assistance in relation to a personal requirement, medical condition or neurological difference during our selection process then please let us know. Together, we can make this the best job you’ll ever have.

Our culture

We live and breathe our four values – friendly, confident, partnering and straightforward – and genuinely care about our people, clients, community and the environment.

Job satisfaction

Every employee can genuinely make a difference and contribute towards achieving our purpose – together, building better futures. Whether that’s helping our clients build more secure financial futures, using your 3 days volunteering or helping us reduce our carbon footprint.

Reward and wellbeing

We offer competitive salaries, a share of company profits and an award-winning benefits package. We also take your mental, physical, social and financial wellbeing seriously, both in and outside of work.

Flexible working

We trust our people to work in a pattern that suits their circumstances with a healthy balance of home and office working.

Latest technology

We use the most up-to-date technology and software to match our ground-breaking business solutions that make life easier for us and our clients.

Career development

There is no linear path – learning opportunities are plentiful and empower you to carve out your own career.