Pensions Team Manager in Leeds

Company Overview

interactive investor is an award‑winning investment platform that puts its customers in control of their financial future. We have helped investors for nearly 30 years and are 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 pensions, ISAs and other investments and offer over 20,000 UK and international options, shares, funds, trusts and ETFs. We also provide impartial expert content, a community of investors and daily newsletters.

Role Overview

Reporting to the Operations Manager, the Transfers Team Manager leads a team that may include Team Leaders, Transfer Specialists and Case Handlers, managing pensions. The role is responsible for coaching, providing effective communication, feedback, recognition and ensuring adherence to HR policies. This Pensions team sits within Operations and ensures timely processing of Sipp referrals, data feeds, contributions, benefits, deceased, Pension Sharing Orders and day‑to‑day administration tasks, including Secure messages and phone support for Customer Services.

Responsibilities

• Leads, coaches and develops the Pensions team, communicates company and operational goals and expectations
• Conducts 1:1 and appraisal meetings
• Motivates team members and assesses ongoing performance. Enhances team efficiency through effective resource management (including attendance), skills management, and agile work allocation methods
• Owns and develops the 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
• Keeps the Pensions Manager updated on team performance, and communicates concerns and policies among management and team members
• Daily tasks allocated and completed, approval and authentication of work, quality assurance and rework analysis
• Oversight and sign off of the departments breaches, ensuring actions are achievable and delivered in a timely manner reducing risk and exposure
• Conducts team meetings and huddles to update members on best practices and continuing expectations
• Supporting colleagues and promoting a positive work environment & team spirit
• Compilation of departmental MI to ensure we are achieving both operational and business performance
• Collaboration with Customer Services to deliver ongoing improvements to customer experience, inbound contact reduction and first point resolution
• Performs other duties and responsibilities as assigned
• Deputise in the Manager\’s absence

Qualifications and Experience

• 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 self‑directed investment industry and the associated regulatory environment
• Full understanding 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 create and interpret MI and statistics to critically analyse and forecast operational performance and customer trends

Personal Attributes

• 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

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

Job Details

Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: IT Services and IT Consulting