Member Services Administrator

The aim of this role is to provide operations and governance supports for Bigblue Touch and Aon Master Trust solutions and products. The role is extended to manage onboarding of new clients, direct communication, build close cooperation with the UK Defined Contributions, Presenting Configuration teams, the UK Consultants, and vendors. The role is also responsible for tackling technical issues, DC-related financial processes.

A defined contribution (DC) plan is a type of retirement plan in which the employer, employee or both make contributions on a regular basis. Individual accounts are set up for participants and benefits are based on the amounts credited to these accounts (through employee contributions and, if applicable, employer contributions) plus any investment earnings on the money in the account.

Detailed Responsibilities:

• Delivering services to stakeholders, members, and vendors within agreed SLA
• Administering mailboxes and responding to queries
• Managing DMS (Document Management System)
• Managing non-standard member queries
• Managing ad-hoc requests/queries from stakeholders
• Managing and updating websites and mobile apps and ensuring they work properly
• Preparing relevant reports for internal and external stakeholders
• Identifying, monitoring, and ensuring resolution of technical issues
• Arranging member communication release
• Providing governed provider communication to members
• Providing operational support to Presenting team such as booking management system and reporting
• Monitoring and controlling DC-related financial processes
• Participating in onboarding process and providing its operational governance
• Ensuring New Joiner (member level) process in place
• Reviewing and updating procedures on regular basis
• Pro-actively identifying issues and risks and flagging them properly and in timely manner
• Increasing the level of processing knowledge
• Actively participating in training of New Joiners, if any
• Acting as a SME for processes and resolving issues
• Suggesting and implementing changes to tools and documentations needed to support effective service delivery
• Being flexible in supporting other team members as need arises (often on short notice, complex assignments)
• Continuously giving and asking for constructive feedback
• Coaching and mentoring less experienced colleagues
• Actively attending meetings with the team, internal clients and 3rd party stakeholders

Requirements:

• Good knowledge of DC business and products on the UK market (for internal candidates)
• Advanced Excel skills
• Excellent knowledge of Aon tools (for internal candidates)
• Ability to analyze processes and identify improvements
• Ability to identify and respond to risks
• Ability to focus on details
• English level – C1
• Ability to lead meetings and conference calls if required
• Ability to negotiate
• Ability to manage work streams in a project
• Ability to work effectively in a project team
• Excellent time management & organizational skills
• University degree or equivalent work experience
• At least two years of experience
• Experience of client-facing role

We offer:

• Diverse and inclusive workplace - we value openness and authenticity and believe in the power of feedback
• Flexible remote work environment 
• Employee-appreciation culture (multiple recognition programs)
• The best medical cover on the market with free dental care
  Wellbeing awareness (access to free mental health helpline, Stay-Well Day off, lectures, sports and more)
• Generous benefits package (personal accident insurance, benefit platform for vouchers and more)
• Internal career opportunities, individual development plan, professional development training and resources
  Lots of social events, charity actions and opportunities to integrate with colleagues