About the job
Pension Insurance Corporation (PIC) is dedicated to safeguarding retirement incomes through meticulous risk management and outstanding asset and liability management, complemented by exemplary customer service. Our mission is to ensure the timely payment of pensions to our current and future policyholders. We realize this mission by establishing strategic objectives across the company and nurturing a healthy culture rooted in our PIC Values: Resilient, Adaptable, and Loyal.
Role Overview
We are seeking a dynamic Pension Services Third Party Administration (TPA) Manager to join our Customer Operations team. This pivotal role requires strong collaboration with Risk, Legal, Transitions, Finance, and our external third-party administrators to secure their support and implement improvements to our systems, processes, and technology.
You will leverage your expertise in Customer Operations to enhance our services and deliver favorable outcomes for our policyholders.
Your contributions will drive business results related to capital, profitability, brand reputation, and stakeholder satisfaction, ensuring consistent positive experiences for our policyholders, shareholders, and Trustees.
Our company values are integral to the performance of every role.
Key Responsibilities of the Pension Services TPA Manager within Customer Operations
- Lead the Pension Services TPA Team, ensuring effective governance and oversight of Third Party Administration partners (TPAs), while supporting the Pension Services Technical Manager to maintain high standards of governance over Buy-In Scheme Trustee Administrators.
- Act as the line manager for direct reports, including setting objectives, managing performance, planning personal development, and overseeing productivity and quality outcomes.
- Oversee TPA partners' work pipeline to ensure adherence to KPIs and SLAs, maintaining high quality across complex pension processes, regulatory inquiries, DSARs, pension increases, overpayment controls, high-value payments, and trustee reporting, while identifying training needs and process enhancements.
- Collaborate closely with internal teams (Transitions, Actuarial, Payroll, and Implementations) to establish robust processes and scheme knowledge ahead of Buy-In administration transfers to TPA partners.
- Assist in forecasting and planning for new scheme administration transfers to TPA partners in partnership with the Pension Services Oversight Manager.
- Identify and orchestrate technical and scheme-specific training to ensure team readiness for Buy-In Under Admin/Buy-Out transitions to TPA partners.
- Coordinate general technical support, training, and complex query resolution for the Pension Services Oversight team and TPA partners.
- Provide ongoing technical support and resolve complex queries for our TPA partners, fostering strong collaborative relationships.

