Senior Pensions Specialist

Smart Pension

  • London
  • £70,000-80,000 per year
  • Permanent
  • Full-time
  • 20 days ago
  • Apply easily
At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.The roleProvides technical expertise to support day to day customer service delivery and strategic initiatives. Advises on technical queries and contentious cases, ensuring a customer centric solution. Designs, facilitates, controls and makes decisions on complex and manual processes.Operational lead on business and regulatory change to ensure appropriate interpretation and an efficient, positive and easy-to-use experience is implemented with appropriate control.Ensures that the service and product proposition is fit for purpose by ensuring service is delivered within effective controls, in line with its customer profile, risks and compliance obligations.Main Responsibilities:
  • Contributes to Operations business plan and leadership of the Technical Operations team.
  • Provides clear, simple and accurate technical guidance and training to customer service resources and broader stakeholders as required, demonstrating sound business acumen.
  • Works closely on business development 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.
  • Interprets and implements regulatory change into operational policy and procedures, influencing Proposition and Development colleagues as appropriate.
  • 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.
  • Responsible for assessing, controlling and mitigating operational risks relating to customer experience and compliance.
  • Contributes to a culture of continuous improvement, focused on enhancing the end to end customer experience and managing operations expenses.
  • Engagement on business strategy and how it could impact team and customer outcomes.
  • Facilitates change through personal commitment and leadership of others.
  • Maintains an appropriate level of functional and technical expertise.
  • Provides cover for and supports the management team.
RequirementsThe skills, experience and aptitudes we are looking for are listed below. If it all sounds like you, we’d love to hear from you.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 5 years’ experience in DC pensions (qualification required).
  • Knowledge of DC pensions regulatory obligation.
  • Customer centric mindset.
  • Experience of managing people.
  • Professional and accountability, projects credibility.
  • Ability to make autonomous decisions, making use of the escalation process by exceptionStrong 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 and changing goals with enthusiasm.
Who we areWe 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.Don’t just take our word for it – you can see what our colleagues say about working at Smart on the , and .BenefitsAt 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. We also serve free lunch, breakfasts and social drinks weekly.
  • Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.
Visit our careers page at to find our Recruitment Data Policy.Please click on the link if you have any questions about how we store your data or to know your rights.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.

Smart Pension