Pensions Administrator – Trainee Associate

Location: Mumbai, Vikhroli/ Thane
Reporting to: Team Leader

High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics and software, unearthing new ways to motivate people, foster wellbeing and implement solutions that work.

Principal Duties/Responsibilities

KPI Management

· Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.

· Consistently provide a quality customer experience to clients/members.

· Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.

· Deal with queries and requests by the use of standard letters and reference to procedures.

· Recognise and escalate potential problem and potential complaint cases.

· Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.

· Seek clarification where errors are made.

· Monitor own workflow to ensure service levels are achieved.

· Prioritise and manage own workload and maintain a rolling schedule of objectives.

· Accurately perform manual calculations.

· Know and live the firm’s values.

Operations Management/Operational Effectiveness

· Participate and contribute in team huddles.

· Proactively support key initiatives that have been delivered to implement change.

· To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.

Relationship management

· Assist the wider team in more complex / project work when required.

· Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.

· Understand your role within the team.

· Support colleagues for holiday cover and workload peaks.

· Update and maintain skills matrix.

Required Qualifications, Skills, Knowledge, Experience

Qualifications:

· Graduate

Skills:

· Able to work to a high level of accuracy.

· Able to work well under pressure and meet targets.

· Interpersonal skills to include good written and verbal communication.

· Customer and quality focussed.

· Computer literate.

· Pass at C or above for Maths and English at GCSE or equivalent.

· Experience in either DB or DC pensions administration is essential.

Knowledge/Experience:

· 0 - 3 years