Client Support Manager

Client Support Manager

Requirements

• Minimum of 4 years DB/DC Pensions Administration experience.
• Strong knowledge of pension regulations and legislation.
• Excellent communication, particularly written, and listening skills.
• Strong attention to detail.
• Strong interpersonal, negotiation and people skills.
• Client facing experience.
• Awareness of project management and process improvement methodologies.
• Ability to identify and explain the impact of their actions and the customer needs within the role.
• An understanding of the risk control functions and regulatory aspect of the process.
• Advanced understanding of MS Office including PowerPoint.
• Able to make data driven recommendations.

Responsibilities

• Working closely with the Sales team to identify new opportunities and maximise existing opportunities, whilst supporting their understanding of FIL’s operational framework and landscape.
• End to end support of the sales and intake process, from preparation of due diligence questionnaires & RFPs for prospective clients, advisors & consultants, through the pitch and site visit process, to pipeline management & detailed requirement gathering and handover to the Implementation Project Manager or Account Management team.
• Ability to assess and review new business opportunities by evaluation trend data, contribution flows and existing assets to transfer to FIL, researching firms to ensure a tailored sales process.
• Build relationships with external benefit consultants and clients to maximise successful new business opportunities.
• Support the existing client Relationship Director team with client rebid and retention proposals.
• Supporting clients with any information request, ensuring that answers clearly respond to the query.
• Facilitate client audits, acting as the face of FIL and subject matter expert, utilising the Client Enablement and Service Delivery Support teams to fulfil requests.
• Walking auditors, clients, advisors and consultants through our operational processes and control framework.
• The ability to quickly analyse and absorb information to be able to produce a quality client focused response that meets the required internal controls and governance.
• Liaising with internal and external stakeholders regarding timescales and deliverables, taking into account client requirements alongside operational processes.
• Working alongside internal teams to improve the process and data quality of future submissions.
• Utilising and improve the Q&A repository, including controls and governance to ensure that the information remains valid.
• Working closely with the Propositions team to define and develop self-serve capabilities via the employer portal.
• Lead by example by demonstrating positive behaviours, proactively helping other team members, collaborating with other FIL teams, mentoring/coaching, assisting in introducing and embedding culture change from the Pecan programme.

Preferred Qualifications

• Project Management experience.
• Strong understanding of the FIL services provided, our products and services and is able to evidence use of this to shape decisions.
• Professional qualifications would be an advantage (e.g. APMI, ACII, FPC, QPA, CF1, FA2).
• Has the ability to guide and explain the customer journey.