Job Description

Job Title: Senior Corporate Pensions Administrator

Location: Jersey

Reports To: Manager – Corporate Team Purpose of Role: To provide advanced administrative support to the Corporate Pensions Team in delivering a high- quality service across Employer Pension Schemes and Individual Member activity. This role involves handling more complex cases, ensuring the accuracy and efficiency of processes, and supporting junior colleagues through guidance and knowledge sharing. The Senior Corporate Pensions Administrator contributes to the smooth running of the team while upholding the Company’s values and maintaining positive relationships with Clients, Members, and Providers. Main Responsibilities:

• Providing advanced administrative support in delivering high-quality services for Employer Pension Schemes and Individual Members.

• Managing complex scheme transactions, including processing leavers, refunds, transfers, and tax-free cash payments accurately and timely.

• Ensuring accurate maintenance and regular updates of Client record systems to guarantee data integrity and compliance.

• Liaising professionally with Corporate Clients, Scheme Members, Trustees, pension providers, and internal teams to resolve queries and deliver excellent service.

• Preparing and issuing correspondence, scheme documentation, and reports relevant to pension administration activities.

• Supporting and mentoring junior team members by sharing knowledge and assisting with their development.

• Assisting with compliance processes by ensuring all files meet required standards before processing new business or changes.

• Identifying and escalating complex issues or risks to management for timely resolution.

• Identifying opportunities to improve processes and workflows.

• Participating in projects as required.

• Performing other ad hoc duties as requested by the Line Manager and/or Directors.

Person Specification

Criteria Essential Desirable

Education/Qualifications • GCSE (or equivalent) in English

and Maths at minimum grade A–C / 9–4

• Relevant Professional Qualification.

Experience • Experience in an administrative

role within a regulated financial services business.

• Experience working in Pension Administration.

Knowledge & Skills

• Proficient in Microsoft Office. • Strong organisational skills. • Ability to manage multiple

tasks. • Excellent written and verbal

communication skills.

• An understanding of pension administration processes.

• Experience using pension administration systems or CRM software.

Behaviours & Attributes

• High attention to detail and accuracy.

• Proactive and solution-focused. • Collaborative team player.

• Able to mentor and support junior team members.

Core Competencies

Competency Description

Attention to Detail & Accuracy

Delivers error-free work, reviewing Client records and documentation for accuracy.

Communication Skills Communicates clearly and professionally, ensuring understanding with Clients and colleagues.

Organisational Skills & Time Management

Prioritises tasks effectively, managing time to meet deadlines and handle multiple tasks.

Teamwork & Collaboration

Collaborates well with colleagues, sharing information and supporting team objectives.

Initiative Takes proactive steps to resolve issues and improve processes without needing direction.

Technical Knowledge Demonstrates a good understanding of pension scheme administration processes and requirements.

Rossborough Financial will provide full training on all aspects of the role, including our Client database and document management systems and our processes and procedures for managing time-critical financial transactions.

Relevant qualifications are encouraged and will be supported in line with our internal procedures.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

Quality Assurance Manager - Customer Overview

We are seeking an experienced Quality Assurance Manager - Customer to lead our efforts in delivering and enhancing customer satisfaction, sales, service quality, and compliance within Skipton. As our business continues to grow, this role will be pivotal in driving responsible growth and customer satisfaction. The Quality Assurance Manager - Customer will manage the complaints, quality assurance function, social media platforms, and business performance in line with agreed KPIs and regulatory compliance. This role ensures that the bank not only meets regulatory requirements but also continuously improves its service quality.

Key Accountabilities

• Oversee quality framework processes and procedures, ensuring quality scores remain appropriate and in line with business goals and regulatory compliance.

• Maintain the integrity, efficiency, and reputation of the bank by ensuring high standards of quality, compliance, and complaint resolution.

• Lead and supervise a team of Advisors responsible for conducting first-line reviews, ensuring adherence to established quality standards and compliance.

• Oversee and analyse Quality Assurance results, including comprehensive file checks and call monitoring, aligning activities with the QA framework to uphold excellence in service delivery and compliance.

• Monitor the implementation of Quality Assurance feedback, addressing areas for improvement and fostering a culture of ongoing enhancement.

• Work closely with senior managers to identify potential risks and assist in implementing effective controls, fostering a proactive approach to risk management.

• Take ownership of procedure manuals, ensuring accurate and up-to-date documentation to guide operational processes.

• Lead, manage, monitor, coach, and develop the complaints and quality assurance processes, ensuring optimisation and achievement of SLAs.

• Lead and develop a team of complaints handlers, fostering a culture of empowerment where team members are trusted to make decisions that deliver the right outcome for our customers.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

• Oversee the investigation, response, and resolution of complaints in line with regulatory and Channel Islands Financial Ombudsman guidelines.

• Analyse root cause analysis and identify trends and process improvements to mitigate complaint volumes and comply with the CIFO GFSC rule book while promoting best business practices.

• Provide monthly MI for the customer committee.

Essential Requirements

Experience:

• 2-3 years of experience in a regulated environment, ideally within Financial Services.

• Risk Management experience.

Knowledge:

• Excellent knowledge of current industry developments and regulatory frameworks.

• In-depth knowledge of complaint and dispute resolution in line with regulatory frameworks and Channel Island Financial Ombudsman.

• In-depth knowledge of Quality Assurance and complaint management, methodology, frameworks, and disciplines.

• Understanding of the complaints handling process, enabling navigation of complex situations and driving effective resolutions.

• Experience in designing and implementing complaint policies and procedures.

Desirable:

• Ability to implement policies and procedures.

• Training and developing staff to enhance their understanding and execution of practices.

Role Profile

Position: Loss Control Surveyor Level: 4

Reporting to: Head of Underwriting

Location: Jersey/Guernsey

Purpose:

Undertake underwriting risk assessments for domestic, high net worth, farming and commercial

customers as part of the Islands Insurance Group, with authority from the NFUM Loss Control Team,

providing risk improvement reports and technical insight to Underwriting to help inform insurance

decisions and effectively manage risk for the customer and reduce losses for both customers and the

business.

Accountabilities:

• Complete detailed underwriting risk surveys for domestic, bespoke, farming and commercial

customers, identifying property and liability risk improvement requirements through site

visits and remote surveys which provide technical insight into potential risks in order that

Underwriting are able to determine if cases are within risk appetite.

• Produce detailed technical reports that capture underwriting risk assessments and scoring to

a professional standard using defined systems in order that an insurance decision; quote

renewals or declinature, can be reached in a timely manner by Underwriting and brokers.

• Undertake site reviews and consultancy with customers for technical and relationship

reasons, supporting sub-brokers and brokers and activity managing stakeholders including

Underwriting and customers to support with imparting knowledge of potential risks which

need to be addressed and providing solutions to reduce risk and losses.

• Manage and prioritise individual workload to effectively complete surveys written reports

and other tasks in line with agreed timetables, utilising the systems, templates and

frameworks provided to ensure that service levels are achieved and individual and team

KPI’s are achieved.

• Research, produce and publish technical guidance and data designed to improve knowledge

of clients, and colleagues including other Loss Control Surveyors, Underwriting, Claims and

Sub – brokers.

• Build and maintain effective working relationships with internal and external stakeholders

such as clients, sub-brokers, underwriting, claims and colleagues through regular

communication and meetings to promote risk management surveying services and ensure

the effective delivery of objectives.

• Deliver short term/ one off projects and activities as required by and to the standard and

outcomes agreed with the Head of Underwriting when required.

Experience and Knowledge:

• Detailed technical knowledge of current risk management and loss prevention practices for a

broad range of insurance risks.

• Experience of surveying/consulting in commercial environments.

• Ability to interpret underwriting requirements to ensure that risk management decisions can

be identified.

• Highly developed communication skills with customers and stakeholder engagement skills

and ability to influence and negotiate.

• Experience and knowledge gained from working in Underwriting, Claims, Surveying or

Commercial Engineering (or similar).

Qualifications

• ACII or Working Towards

• Full Driving Licence

Key competencies required:

TEAMWORK

Work with and support colleagues to ensure the delivery of a high-quality customer service and all

business objectives by yourself and your colleagues.

DEPENDABILITY

Take personal responsibility for delivering high quality customer service whilst rising to challenges

and performing to the best of your abilities.

JOB KNOWLEDGE

Continue to develop your knowledge to achieve optimum effectiveness in your role.

CUSTOMER FOCUS

Meet the expectations and requirement of internal and external customers. Demonstrate a clear

understanding of customer’s requirements ensuring they require a high-quality service from Islands.

PERSONAL EFFECTINESS

Manage your time effectively by prioritising and organising your workload to ensure that deadlines

are always met and referring to the Head of Underwriting for guidance where necessary.

SETTING AN EXCELLENT EXAMPLE

Actively promote the strategy and philosophy of Islands and display its values.

DELIVERING RESULTS

Deliver results by challenging conventional thinking, managing risks, involving others, and seizing the

opportunities offered by change.