Job Purpose

• Manage assigned low-tier customer portfolios and provide administrative and operational support to the Relationship Management team to ensure efficient service delivery, timely reporting, and smooth execution of pension scheme operations.

Key Responsibilities 

• Own the planning and delivery of customer engagement forums for the assigned portfolio, ensuring effective stakeholder engagement.
• Act as the first-line support for basic client inquiries and escalate unresolved issues.
• Liaison between customers and the relevant pension operations team to ensure all customer queries / requests are attended to within the set timelines.
• Prepare meeting packs, presentations, and logistics for member education forums, AGMs, and trustee engagements.
• Develop customer communications, training manuals and write-ups in reference to Retirement Benefits.
• Coordinate customer technology training logistics (invites, follow-ups, attendance registers).
• Coordinate Board of Trustee Meetings and Annual General Meetings for Income Drawdown Plan, Individual Plans and Umbrella Plans.
• Continuously engage in contribution and arrears collections as well as in suspense balances clearance.
• Develop routine reports and ensure accuracy before submission.
• Review documentation from customers and raise requests in the CRM (Customer Requests Management) system for tracking and resolution by relevant parties.
• Facilitate provision of necessary information and data required during scheme audits.
• File scheme compliance documents such as governance policies, Investment Policy statements, Trust deeds and rules, and contracting out documents with the Retirement Benefits Authority.
• Attend to walk in customers under the employer sponsored schemes.
• Perform any other duties as may be assigned from time to time.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Knowledge, experience and qualifications required

•  Bachelor’s degree in a business-related field.
• 1 – 2 years’ experience in pensions, financial services, or relationship management.
• Knowledge of RBA regulatory requirements and pension industry concepts.