Smart Pension

Business Analyst

• Champion the vision for the emerging operating model in design and implementation of automation, driving efficiency and focus human resources on high value customer touchpoints.
• Develop a deep working knowledge of the technology systems and tooling with view to onward ownership of future development beyond ‘go live’.
• Challenge the status quo by identifying inefficiencies, unnecessary practices, and manual processes, and redesigning them using digital first principles to manage demand more effectively.
• Lead the implementation of automation and AI tooling, including workflow automation.
• Optimise customer demand management, ensuring queries and transactions are routed through the most effective channels (self-service, digital, assisted support).
• Achieve improved SLAs with significant reduction in manual processing and operational inefficiencies through increased adoption of digital and self-service channels by customers.
• Use data and insights to continuously refine processes, improve service levels, and reduce operational costs.
• Collaborate cross functionally with operations, technology, data, compliance, and customer experience teams to deliver solutions and shape.
• Act as the voice of the customer and the business, ensuring solutions deliver measurable value and improved outcomes.
• Drive adoption and cultural change, embedding new ways of working and ensuring teams are equipped to succeed in a digitally enabled environment.
• Monitor performance and success metrics, using KPIs and analytics to track efficiency gains, customer satisfaction, and demand reduction.

Senior Business Analyst – Ops Transformation

Administration

• Responsible for completing a wide range of day-to-day pension administration services with focus on member administration and support services associated with Smart retirement services.
• Conduct routine audit of records and systems to demonstrate effective Key Performance Indicators (KPI’s), address emerging issues and or trends.
• Following Pension Scam guidelines to ensure members pension savings are safe
• Investigate and take personal responsibility for platform complaints to ensure fair customer outcomes.
• Engaging with subject matter experts, escalating to senior stakeholders where appropriate and resolving complaints in a timely manner.
• Demonstrate care and empathy for the customer and intermediary in handling customer enquiries in line with the Smart Hallmark.
• Engaging with customers and external parties via telephone when required.
• Facilitate and champion change through flexibility and personal commitment, with ownership of initiatives.
• Maintain and deliver individual objectives against Smart’s corporate goals, driven through your own Individual Development Plan
• Build and maintain a comprehensive level of functional and technical knowledge relating to both internal processes, legislative changes and relevant pension regulation.
• Contribute to a positive team culture.

Pensions Administrator – FTC

Content Writer

• Contributes to the overarching content strategy alongside the Head of External Affairs.
• Translates complex pension topics and product information into compelling narratives.
• Creates accurate, engaging content on pension products, retirement planning, and regulatory topics.
• Owns end-to-end development of content, ensuring it meets high standards.
• Monitors content performance metrics and identifies opportunities for optimisation and repurposing.
• Collaborates with compliance, legal and product teams to ensure content meets regulatory standards.