Pensions Technical & Quality Assurance Analyst

We’re growing and we want you to be part of our journey.

At Isio, our purpose is to create better outcomes for our people, our clients and society.

Our Technical & Quality Assurance Team

In line with our vision for excellence, the primary objective of the Technical & Quality Assurance team is for quality to be tangible and visible in every aspect of our operations. By integrating a quality-first approach, the team aims to elevate our service delivery standards, thereby assuring our clients of our commitment to the best possible service.

The team are also responsible for providing expert technical advice to our operations team and support with complaints management.

What’s the role?

You will be key to the delivery of technical advice and communications, identifying quality service improvements, and managing complaints and errors. We are a people-first business and we are seeking an experienced, motivated and highly organised individual to join our team.

Key responsibilities

• Technical Queries - research legislation and technical resources to find solutions to complex queries.

• Technical Updates - work hand-in-hand with the Research & Development team to produce updates for both internal and external stakeholders with regards to how Isio are meeting industry challenges and legislative changes.

• Quality Audits and Accreditations - assisting with our quality audit processes, including ISO9001, AAF 01/20 and PASA.

• Process Improvements - identifying and helping to implement process improvements to enhance our performance.

• Complaint and Errors - help to manage and resolve customer complaints and errors and identify any learning outcomes to be implemented.

Experience and Competencies Required

The ideal candidate will already be working within the Third-Party Administration sector and should possess strong communication and numerical skills. They should be team orientated but also have the ability to work alone with minimal supervision. They will have excellent interpersonal skills and a logical approach to problem solving, as well as being curious on how things could be improved. They will have the ability to work under pressure and deliver to deadlines.

Key skills and experience

We’re looking for new colleagues with the following skills and expertise:

• Experience - experience of delivering administration services to Defined Benefit pension schemes, peer reviewing calculations, responding to complex enquiries, producing high quality reports to deadlines and handling customer complaints.

• Knowledge - a deep understanding of technical and legislative provisions and how these impact the service provided by the pensions administration teams and systems.

• Excellent communication - the ability to communicate with people, build relationships and manage expectations.

• Enthusiasm and motivation - a unwavering desire to improve standards, identify gaps/risks and develop new procedures to address these.

• Excellent time management - the ability to manage multiple tasks and consistently deliver to deadlines.

• A great team worker - the ability to work as part of a team in a busy, fast-paced environment.

Demonstrated Commitment to our Core Purpose

• Power in Partnership: We work in partnership with our clients & each other - building open and trusted relationships. Working together allows us to deliver the best for our clients.

• Future Focus: We want to push our industry forward by solving problems in better ways that benefit both our clients & society.

• Strength in Difference: We work with diverse perspectives to find better solutions. Working with differences makes us stronger.

• People First: We recognise that pensions is a people business. People are the source of Isio’s expertise and it is people’s lives that we affect through our advice.

What we offer you

Isio is a people business, and we’re committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that’ll be available to you will enable you to do this.

On top, we also offer:

• A competitive remuneration package, including a discretionary bonus scheme
• A defined contribution pension scheme
• Life insurance
• Healthcare benefits
• Income protection
• 25 days annual leave, plus bank holidays and two 'Company’ days - a celebration day for you and an extra day over Christmas, and the option to purchase additional holidays
• Corporate Social Responsibility (CSR) allowance
• Flexible working
• A flexible benefits package
• Development programmes including technical and non-technical training support and mentor programmes
• Study support including materials, exam fees and study days

Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.