Complaints manager – Pensions Eden Scott

An outstanding new role has become available for a complaints manager with expertise in DB/DC pensions to join an industry leader’s quality assurance team. This is due to further growth and implementation of new, more modern processes further to a period of significant growth and profitability for the business as they go from strength to strength. The role can be based from Edinburgh/hybrid working or remote regionally.

Working with the compliance and quality assurance team, the successful hire will own at strategic level the management of pension administration complaint process. The role holder will also be responsible for the assessment of root cause analysis of ongoing complaints, providing trend analysis and working with the business to build effective solutions. You will have the opportunity to take ownership of national initiatives and continuous improvement activities and will deputise for the QA Manager in their absence. On a wider level, the Complaints Manager will support the achievement of the company and goals relating to pensions administration.

In addition, you will work with key stakeholders across all levels, have the opportunity to rectify issues and implement ideas to prevent recurrence – seeing this through from start to finish.

Beginning with root cause analysis, building a framework and template for complaints, providing feedback and the learnings then process change as required. Reporting back and keeping staff engaged by encouraging ownership of duties to reduce overall complaints and improve efficiencies.

There would also be the opportunity to be involved in building a competency framework, do risk assessments, MI, deep dive reviews and a strong candidate would act as an SME of the company controls and QA framework on a national level.

Experience required:

• Proven experience in complaints management, ideally within a trust-based pensions administration environment.

• Track record in complaints management and resolution, delivering fixes and root cause analysis at process, site and strategic level.

• Ideally QPA or PMI qualified or willing to study towards relevant qualifications.

• Ability to break down and explain complex information and present it in simple terms.

• The ability to evaluate, add quality and advise on complaints procedures.

• Ability to prioritise workloads with conflicting importance, keeping to deadlines, agreed service levels and disclosure requirements.

• Good understanding of various codes of professional ethics and standards as promulgated by the PMI.

• Strong understanding of trust based occupational pensions schemes, including – DB, DC, CARE and Hybrid schemes will be highly advantageous.

This is an outstanding opportunity for the right individual to truly make their mark, add value during a pivotal time in their growth plans. An attractive salary (negotiable) and benefits package is on offer along with joining an industry leader who truly values employee wellbeing. Please get in touch with Alison Curran to discuss/review role profile prior to submission to our client or apply now. Applications held in the absolute strictest of confidence.