Marsh & McLennan Pension Administrator in Chichester, United Kingdom
Administration Service Representative
FLSA Status (US Only)
Region / Market
To work as part of a team providing an accurate, reliable and high standard of pension administration service for Members, Trustees and Clients. You will be competent in your use of technical and process knowledge. You will report to the Administration Service Manager.
ESSENTIAL JOB RESPONSIBILITIES
Note: These statements are not intended to be an exhaustive list of all responsibilities and duties.
% of time spent
To promptly and professionally communicate with clients and scheme members on queries when required via letter, e-mail and telephone
Ensure Errors and omissions and complaints are handled in accordance with agreed procedures and within appropriate timescales, through liaison with ASM.
Escalate to Administration Service Manager any opportunities/ideas for change
To ensure that all procedures are followed when undertaking work for Members, Trustees and Clients across member and scheme processing.
Flexible and adaptable to the work demands as advised by Administration Service Manager (or Administration Service Representative).
Accountable for your contribution to the performance of the service delivery of your team and reporting progress on a regular basis.
Be accountable for the standard and quality of own work
Perform pensions calculations, enter pensions data and answer enquiries to the required standard using automated and non-automated manual/system processes across a wide range of member or scheme events
To be developing or have the ability to perform complex pensions calculations, enter pensions data and answer complex enquiries to the required standard using automated and non-automated manual/system processes across a wide range of member and scheme events
To be developing or to have obtained the ability to undertake checking activity as required to support team members
Continuous achievement of 95% Service Levels for member processing and completion of scheme event processing in line with timescales agreed with the clients at the required level of quality.
To be flexible and adaptable to work demands as advised by the team manager
To accurately record own time spent, in accordance with standard procedures.
- To support in the monthly/quarterly billing of the team’s client
- To support in the production of client Stewardship Reports and scheme event processing for your team’s clients.
Provide quantitative and qualitative information related to the position’s scope and job impact. If not applicable, indicate “n/a”.
Revenue generation / asset management accountability
Individual revenue accountability
(i.e., personal revenue goal)
No clients lost due to poor service
Team revenue accountability
(i.e., total revenue for team(s) under the position’s management)
No clients lost due to poor service
(i.e., hiring, coaching, scheduling / delegating work, performance reviews)
Number of direct reports
(Direct and indirect)
(i.e., indirect management of project teams)
Typical project team size
Manages multiple projects? (Yes/No)
Percentage of time spent on project management
(degree / diploma)
Preferably educated to GSCE level. Including Mathematics and English Language grade C and above.
Experience – Level B
Ability to perform Pensions and Complex Pensions Administration calculations
Intermediate Computer Skills
Ability to self develop
Ability to work in a team
Ability to follow processes
Ability to check member work as appropriate to your skill level and experience
Ability to coach other Administration Service Representatives
Progression towards an pension industry standard accreditation / obtaining qualifications
Knowledge and skills (general and technical)
Ability to plan and organise own workload
Time Management skills
Other requirements (licenses, certifications, specialized training)
(and purpose / nature of relationship)
Regional Operations Manager, Deputy Regional Operations Manager, Administration Service Manager
Retirement / other LOBs as required.