Deputy Lead Pensions Associate

Main purpose of the role

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.

People Leadership & Development

• 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 elevate 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.

Professional qualities

Essential

• 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.

Desirable

• 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.

Personal qualities

• 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.

Reporting line

Lead Pensions Associate