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.