Pension Technical Coordinator

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

The Pension Technical Coordinator provides pension technical support day to day customer service by providing guidance and quality assurance across SPMT operations, in collaboration with internal and external partners. This role ensures appropriate pension outcomes, communications and processes are delivered compliantly and with customer centric quality.

Main Responsibilities:

• Provides clear, simple and accurate technical guidance to complex scenarios and training to customer service resources and broader stakeholders as required, demonstrating sound business and commercial acumen.
• Aids the translation of technical information into customer centric journeys and processes.
• Participates in business change projects where there is consideration of new product features or regulatory change.
• Conduct quality checks and ensure consistent application of policies across the Operation.
• Identify process improvements and contribute to operational excellence initiatives.
• Leads on regulatory changes to customer communication collateral.
• Works closely on business procedures 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.
• 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.
• Contributes to a culture of continuous improvement, focused on enhancing the end to end customer experience and managing operations expenses.
• Facilitates change through personal commitment.
• Maintains an appropriate level of functional and technical expertise.
• Review communication requests and make sure they’re in plain English and easy to understand.
• Own and manage our communications collateral library (i.e. Member Guides and Active Templates) to make sure it is up-to-date and in line with legislation.
• Work with the Operations team and other stakeholders to prioritise requests and understand their requirements.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• At least 3 years’ experience in DC pensions (qualification required).
• Strong knowledge of DC pensions regulatory obligation.
• Customer centric mindset.
• Experience of managing a range of stakeholders.
• 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.
• Experience distilling complex concepts into something easy to understand.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud‑native digital platform is revolutionising how people around the world think about, and save for, their retirement. At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world‑class technological solutions, working with – and learning from – like‑minded people. You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully‑paid five‑week sabbatical after five years of employment.
• In‑office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you. We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.