BPA Customer Services & Pensions Payroll Lead

• Deputise effectively for the Head of BPA (Bulk Purchase Annuities) Customer Services.
• Processing and rectifying Regular monthly and adhoc pensions payrolls. 
• Support the preparation and issuing of individual policy documents and other mailings.
• Support with the delivery of high quality customer service in writing and by telephone in a back office environment.
• Dealing with escalations or complex customer queries.
• Undertake effective daily planning for the team.
• Carrying out regular tasks for example customer tracing, mailbox monitoring.
• Drive delivery of Lean and Simplification objectives (continuous improvement).
• Coach and develop others across the Customer Services department.
• Adhere to regulatory and business requirements.
• Any other task or activity as may be reasonably expected within this role.
• Maintain competence and fitness and propriety standards to the level required by the Company’s regulators.
• Comply with the FCA’s conduct (and senior conduct) and Consumer Duty rules and the PRA’s conduct (and senior manager conduct) standards as set out. 
• Notify the regulator(s) of matters reasonably expected to be notified. 

Specific Senior Management & Certification Regime (SM&CR) responsibilities

Certification Function Holder (CFH) – Chief Operations Function (Customer Services aspects).

To act to avoid contravention of a relevant regulatory requirement by Utmost Life and Pensions Ltd, or the Equitable Life Assurance Society in the areas of responsibility for their activities by:

• Maintaining appropriate systems and controls, to prevent any contravention of a regulatory requirement; and
• Being able to demonstrate that the steps taken to avoid any such contravention occurring or continuing, were reasonable.

Customer Service overseer under the FCA Training and Competency rules.

• Knowledge of UK Defined Benefit Pensions and the BPA market.
• Good organisational and planning skills to meet strict payroll deadlines.
• Flexible and positive attitude.
• Excellent problem solving ability.
• Good Excel and Word skills.
• Excellent communication and customer service skills.
• Understanding of PAYE and pension payroll legislation.
• Performing payroll reconciliations and checking reports.
• Understanding of Real Time Information (RTI) and pensions taxation.
• Understanding internal controls and risk management.

Mandatory

• Relevant overseer qualifications FA2 and CF1 or desire to take required exams.
• Proven ability to identify, investigate and resolve problems effectively, working independently and using initiative where appropriate.

Desired

• Knowledge of the BPA market.
• Experience of using administration or workflow systems. 
• Experience of customer service administration within an insurer or pension provider.
• Experience administering pension or payroll processes within a regulated environment.