Pension Technical Coordinator

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

The Pension Technical Coordinator provides pension technical support day to day customer service by providing guidance and quality assurance across SPMT operations, in collaboration with internal and external partners. This role ensures appropriate pension outcomes, communications and processes are delivered compliantly and with customer centric quality.

• Provides clear, simple and accurate technical guidance to complex scenarios. and training to customer service resources and broader stakeholders as required, demonstrating sound business and commercial acumen.
• Aids the translation of technical information into customer centric journeys and processes.
• Participates in business change projects where there is consideration of new product features or regulatory change.
• Conduct quality checks and ensure consistent application of policies across the Operation.
• Identify process improvements and contribute to operational excellence initiatives.
• Leads on regulatory changes to customer communication collateral
• Works closely on business procedures 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.
• 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.
• Contributes to a culture of continuous improvement, focused on enhancing the end to end customer experience and managing operations expenses.
• Facilitates change through personal commitment.
• Maintains an appropriate level of functional and technical expertise.
• Review communication requests and make sure they’re in plain English and easy to understand.
• Own and manage our communications collateral library (i.e. Member Guides and Active Templates) to make sure it is up-to-date and in line with legislation.
• Work with the Operations team and other stakeholders to prioritise requests and understand their requirements.

The skills, experience, and aptitudes we are looking for are listed below but 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 3 years’ experience in DC pensions (qualification required).
• Strong knowledge of DC pensions regulatory obligation.
• Customer centric mindset.
• Experience of managing a range of stakeholders.
• Professional and accountability, projects credibility.
• Ability to make autonomous decisions, making use of the escalation process by exception.
• Strong 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 goals with enthusiasm.
• Experience distilling complex concepts into something easy to understand.

We 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…