Marsh & McLennan Pension Administrator in Chichester, United Kingdom

Job Title

Administration Service Representative

Job Code

Business/Function

Outsourcing

Career Level

B

Segment

FLSA Status (US Only)

Region / Market

UK

Chargeable (Y/N)

N

POSITION SUMMARY

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.

Responsibility

% of time spent

1

Processes

  • 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).

15%

2

Performance

  • 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.

70%

3

Financials

  • To support in the monthly/quarterly billing of the team’s client

5%

4

Client

  • To support in the production of client Stewardship Reports and scheme event processing for your team’s clients.

5%

POSITION SCOPE

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

Management responsibility

(i.e., hiring, coaching, scheduling / delegating work, performance reviews)

Number of direct reports

0

Total reports

(Direct and indirect)

n/a

Project management

(i.e., indirect management of project teams)

Typical project team size

n/a

Manages multiple projects? (Yes/No)

No

Percentage of time spent on project management

0%

Qualifications

Education

(degree / diploma)

Preferably educated to GSCE level. Including Mathematics and English Language grade C and above.

Experience – Level B

ESSENTIAL

Ability to perform Pensions and Complex Pensions Administration calculations

Intermediate Computer Skills

Ability to self develop

Numerate

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

DESIRABLE

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)

None

WORKING RELATIONSHIPS

Internal contacts

(and purpose / nature of relationship)

Regional Operations Manager, Deputy Regional Operations Manager, Administration Service Manager

Project Managers

Retirement / other LOBs as required.

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