Pensions Team Manager in Leeds

3 weeks ago Be among the first 25 applicants.

interactive investor is an award‑winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat‑fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award‑winning financial journalists, a highly engaged community of investors, and daily newsletters and insights.

What We Stand For

It’s simple: we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer‑driven approach and bold values sit at the heart of this. We are honest, straight‑talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver.

Purpose Of Role

The Pensions team sits within Operations, reporting to the Pensions Team Manager. The role holder is responsible for leading, coaching, and developing the team, ensuring timely processing of all work into the department. The team delivers an excellent customer experience in regards to SIPP referrals, data feeds, contributions, benefits, deceased, pension sharing orders, and day‑to‑day administration tasks. The role also requires effective oversight of team members dealing with secure messages and providing phone support for Customer Services.

Responsibilities

• Lead, coach and develop the Pensions team, communicating company and operational goals and expectations.
• Conduct 1:1 and appraisal meetings.
• Motivate team members and assess ongoing performance. Enhance team efficiency through effective resource management (including attendance), skill management, and agile work allocation methods.
• Own and develop ongoing training of new starters and existing team members, identifying areas for new training, skill checks, and providing advanced industry‑relevant training to more experienced team members.
• As a member of the operational leadership team, lead and drive short‑ and long‑term strategic plans through change and improvement initiatives to deliver sustained inbound contact reduction and operational efficiencies.
• Keep the Pensions Manager updated on team performance and communicate concerns and policies among management and team members.
• Allocate and complete daily tasks, approve and authenticate work, conduct quality assurance and rework analysis.
• Oversee and sign off the department’s breaches, ensuring actions are achievable and delivered in a timely manner to reduce risk and exposure.
• Conduct team meetings and huddles to update members on best practices and continuing expectations.
• Support colleagues and promote a positive work environment and team spirit.
• Compile departmental MI to ensure we are achieving both operational and business performance.
• Collaborate with Customer Services to deliver ongoing improvements to customer experience, inbound contact reduction and first‑point resolution.
• Perform other duties and responsibilities as assigned.
• Deputise in the Manager’s absence.

Skills & Experience Required

• Proven leadership capability with a passion for developing a high‑performing team in a regulated, fast‑paced operational environment.
• A strong work ethic and excellent resilience to meet challenging demands. Capability to respond with agility and speed to ongoing change.
• Passion for the ii business and growth journey, understand ii’s financial and commercial objectives and current position.
• Excellent knowledge of wealth management and the self‑directed investment industry and the associated regulatory environment.
• Full understanding of the SIPP.
• Knowledge & experience in pensions is essential.
• Customer due diligence and KYC knowledge.
• Understand the key drivers of customer loyalty within a retail environment.
• Excellent customer service skills – responsive and pro‑active in meeting and anticipating current and future needs of the customer base.
• Strong ability to manage processes and resources effectively in time‑critical circumstances.
• Ability to make the right decisions calmly and effectively under pressure.
• Ability to create and interpret MI and statistics to critically analyse and forecast operational performance and customer trends.

Personal Attributes

Straight‑talking | Moving with speed | Owning the outcome

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges

Regulatory Responsibilities (if Required)

Detail for senior management function roles, material risk taker roles, certified roles. Include membership of committees.

Benefits

• Group personal pension plan 8% employer contribution and 4% employee contribution
• Life assurance and group income protection
• Private medical insurance provided by Bupa
• 25 days annual leave, plus bank holidays
• Staff discounts on our investment products
• Personal & well‑being fund supporting your physical and mental wellness
• Retail discounts & savings at a wide range of high‑street and online retailers
• Voluntary flexible benefits – tailor your benefits to suit your lifestyle

Please Note

We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we’re currently receiving, if you haven’t been contacted within 30 days of application, please consider yourself unsuccessful.