Resolution Technical Lead – LGPS Pensions

Hybrid working with 2 days per week in our Preston Office (PR1).
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston.
Salary circa £50 – 55k DOE

A glance at the role and LPPA:

A brand-new opportunity has arisen for an experienced LGPS technical lead to join our team. The role combines technical knowledge of LGPS pensions and general pensions legislation, to lead on all complaint disputes & appeals within the operational function.
You will be responsible for dealing with complaint disputes & appeals around various technical, regulatory and service matters, as well as being responsible for driving service improvement through lessons learned and regular reporting.
You will report into the Head of Data Management & Member Experience, and will work closely with the Operational, Technical and Risk Teams to ensure LPPA meets all regulatory and service requirements in relation to Complaint disputes & appeals.
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.


What we can offer you:

- Attractive salary of £50 – 55k DOE
- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to ‘buy and sell’ leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our Employee Assistance Programme for when you might need some support.
- The opportunity to earn through our Employee Referral Scheme.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.
- Free Car Parking in Preston Town Centre



What you’ll be doing:

• To lead on technical and service matters arising within the formal complaint dispute and appeals process
• Ensure disputes and appeals are logged and dispositioned accurately, and are concluded inside the appropriate timeframe, including proactive chase of outcomes which clients are responsible for issuing
• Proactively liaise/escalate matters with members, clients, employers and other third parties where appropriate
• To lead on all reporting for disputes and appeals, and contribute to the collation of standard complaint reporting, including monthly and quarterly reports
• Facilitate discussion and learning with wider operation teams to ensure that lessons learned, and root-cause are captured and implemented as appropriate to reduce the overall number of disputes and appeals being received
• Ensure robust measures are in place to minimise the amount of redress payments made to members, challenging Ombudsman redress payment recommendations where appropriate
• Develop and maintain strong relationships within LPPA teams to ensure appropriate response and actions are taken on a timely basis, including but not limited to Operational, Technical and Risk
• Primary point of contact for admin assistants, providing guidance on when to log a complaint or dispute & appeal
• Continually review and challenge ways of working and processes to maximise use of new technology (including UPM, LPPA’s pensions administration software) and automation of processes to improve efficiency
• Working closely with the engagement and communication team, act as the subject matter expert to ensure compliance set out in acknowledgement and resolution letters, as well as up-to-date website content around the appeals process
• The role will require you to support the business across other activity where required, including supporting the operational teams with resolution of formal complaints, breaches and audit activity
• Comply with LPPA’s Data Protection and Information Security policies and any relevant GDPR legislation



What we need from you:

Essential:
• Minimum of 5 years, but preferably at least 10 years of LGPS experience
• In-depth knowledge of LGPS regulations
• Ability to construe complex technical documents
• Knowledge of overarching pensions legislation
• Knowledge of Internal Dispute Resolution Procedure and Pension Ombudsman dispute processes
• Passionate about delivering a first-class member experience
• Ability to manage multiple tranches of activity simultaneously
• Demonstrate expertise in collaboration and relationship-building, with the ability to engage and work effectively with various stakeholders, including other Technical Leads to foster a cooperative environment and ensure effective and timely resolution management

Nice to have:
• Knowledge of the UPM system
• Experience of working in a customer complaint handling role

Working with and upholding our values:

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking.

Team Leader – LGPS Pensions Administration – 12 month Fixed Term Contract

Hybrid Working with 2 days in Preston, Lancashire
Salary £33-38k DOE 37 hours a week


A glance at the role:

Due to Maternity Leave, we have the opportunity for a Team Leader to join us on a 12-month fixed term contract in our Bereavements Team. The role is to support the Operations Manager in delivering a robust and efficient Pensions Administration Service, leading and developing a team of up to 15 pension administrators.
The role will involve managing performance and delivery through your team, to provide the highest standard of customer service to members, employers and 3rd parties within SLA’s and to exacting standards.
You will join a friendly, welcoming and sociable work culture where there are many opportunities for continuous personal and professional development where you will be supported to reach your full potential.

A bit about us:

Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.



What we can offer you:

- Competitive salary £33000- £38000 DOE
- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to ‘buy and sell leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our Employee Assistance Programme for when you might need some support.
- The opportunity to earn through our Employee Referral Scheme.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.


What you’ll be doing:

• Lead and drive a team of pension administrators to ensure members receive an exceptional level of service in line with Client and Company SLA’s
• Undertake resource planning to ensure workload is proactively distributed and managed.
• Take ownership for delivering SLAs by ensuring work is completed to deadlines.
• Managing Monthly client calls and ad hoc projects. Taking ownership of performance and offering solutions including dealing with member complaints.
• Act as an escalation point for complex queries and service matters, whilst utilising subject matter experts and Principal Pensions administrators.
• Supervise, motivate, and develop the team on a day-to-day basis, including undertaking monthly 121’s, annual appraisal process and holding regular team meetings.
• Recruit, Interview, select and develop your team to success though objective setting, mentoring, coaching and development sessions.
• Maintain an understanding of the regulations and legislation relevant to pensions administration and specifically to the case work undertaken by the team being managed.
• Proactively maintain an up-to-date Procedures Manual ensuring that changes to processes and procedures are communicated in a timely and effective manner and onboarded by the team.
• Take ownerships for process improvements with the aim of streamlining and standardising how work is performed.
• Maintain robust controls to ensure all reporting meets required compliance.
• Liaise with members and external organisations (such as employers) to ensure great service is delivered and relationships are maintained.
• Undertake key projects as appropriate and in line with the provision of a pension administration service.
• Collaborate across teams to support colleagues with resource and assistance to ensure the wider operation is successful.
• Deputise for the Operations Manager when required.


What we need from you:

• Significant and recent experience supervising a KPI driven team of a similar size is essential.
• Experience of performance management with the ability to interpret statistics and results to drive improvement and output.
• Experience of working to and consistently achieving challenging targets.
• Confident and comfortable in implementing and driving change in a team within a dynamic work environment to deliver results.
• Proven ability to work effectively on own initiative whilst promoting positive behaviour and attitudes.
• Demonstrable ability to plan workloads, ensuring deadlines are met.
• Capable of acquiring a good working knowledge of legislation, regulation, systems and processes
• Competent in the use of IT including Microsoft packages especially Excel and Word to a good standard.
• Strong communication skills
• Always committed to providing great customer service
• Resilient and people centric at all times


Desirable:
• Pensions or Financial services experience
• A recognised Pensions Administration qualification would be advantageous but is not essential.


Working with and upholding our values:

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking

Governance Assistant – 12-month Fixed Term Contract

Hybrid working with 2 days per week in our Preston Office (PR1).
We can be flexible with hours of between 30 – 37 per week

A glance at the role and LPPA:
An exciting opportunity has arisen for an experienced Governance Assistant to join our organisation on a fixed term basis.
This role will be responsible for providing support to the Head of Governance in relation to corporate governance matters relevant to LPPA and also in relation to procurement and contract management matters. You will also directly support Board members and members of the Executive Leadership Team with day to day tasks relating to corporate governance and the delivery of strategic objectives.
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.
What we can offer you:

- Attractive salary of circa £35 – 40k (FTE) DOE
- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to ‘buy and sell leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our Employee Assistance Programme for when you might need some support.
- The opportunity to earn through our Employee Referral Scheme.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.
- Free Car Parking in Preston Town Centre


What you’ll be doing:
Corporate governance
• To support the Governance Lead with corporate governance matters across the entities, to ensure the entities are compliant with their obligations under company law and applicable regulations.
• To support the Governance Lead with horizon scanning for new legislation and considering the effect such legislation on the entities.
• To arrange meeting dates and coordinate meeting annual appointments/invitations, logistics, agendas, and board reports for the following meetings:
- Board, Committees, Executive leadership, Risk Forum & others – as required
• To produce effective minutes and/or action trackers for the above meetings, as requested.
• To keep action trackers up to date and meaningful by coordinating with key individuals to ensure expectations are understood and managed.
• To become familiar with the Board portal used by the entities so as to maintain organised, accessible, and appropriately secure folders for the above meetings.
• To develop slide decks and training packs for the above meetings, and to assist with report writing.
• To work with the Governance Lead and the LPPI Governance Team to update Forward Planners and other compliance documentation and/or reports.
• To support the Governance Lead with work to update policies and processes relating to corporate governance, procurement, and contract management.
• To review effectiveness of internal corporate governance processes and generate feedback.
• To support individuals within the entities to understand and apply corporate governance policies and processes.
• To support individuals within the entities to understand and apply the procurement policy and processes. Escalate any concerns to the Governance Lead or Head of Finance, People & Culture.
• To support individuals within the entities to understand and apply the contract management principles and processes. Escalate any concerns to the Governance Lead.
• Support the Governance Lead with activities such as:
Board member induction
Succession planning
Non-executive director recruitment
Board training
Skills assessments
Board/ committee effectiveness reviews
Documenting and updating risks relating to corporate governance and procurement
Designing and embedding CSR objectives (as part of LPPA’s business plan)
Maintaining corporate registers (including conflicts, gifts and hospitality, related parties)
Maintaining databases/ records to evidence compliance with procurement and contract management activities
Drafting text for the Annual Report and Accounts and other annual disclosures
Embedding any modern slavery requirements required as a result of policy updates.
Reviewing use of technology/systems
Updating delegation frameworks/ list of approved signatories
Ad hoc project work
• To lead on Companies House filings and maintaining the asset management registers for corporate governance, procurement, and contract management documentation.
• To lead on gathering evidence to satisfy AAF/ ISO/ data protection/ other compliance requirements.
• To support with ELT, Board and Committee diary management.
• Lead on maintaining the corporate website and intranet from a governance perspective.
General
• To develop and maintain strong relationships with Board, Committee, and Executive Leadership Team members.
• To demonstrate team ethics and work as part of LPPA teams supporting the business objectives.
• To continually develop personal knowledge and skill, to maintain subject expert status on all matters relating to company secretarial services and procurement risk across the pensions administration business.
• Comply with LPPA’s Data Protection and Information Security policies and any relevant GDPR legislation


What we need from you:

• A proactive, self-motivated team player who can work independently with minimal supervision, manage a high personal workload with multiple deadlines and continually strive for improvements in quality, efficiency and presentation.
• 2-3 years relevant experience, working in a governance or EA role within the public or private sector.
• Strong communication skills to ensure that key information is passed between stakeholders in a professional manner and to build good working relationships within the entities.
• Effective written and verbal communication and competent to draft Board reports and governance polices/manuals with some support.
• Excellent organisational and minuting skills.
• Started or interested in pursuing a corporate governance qualification.
• Possesses company secretarial experience including work to evolve the effectiveness of internal corporate governance frameworks to best practice standards.
• A basic understanding of public procurement rules and processes.
• Good analytical skills and the ability to present reasoned and convincing arguments to support and/or challenge a proposal.
• Excellent level of numerical, analytical, ICT, and report writing skills to assist in the communication of key messages and to facilitate discussions and decision

LGPS Experienced Pensions Administrator – Retirements Team (Hybrid or Remote)

Remote/Hybrid Working with 2 days in Preston, Lancashire
Fully Home working contracts will be considered for candidates living 50+ miles from our offices in Preston.
Salary £26K – £30k DOE 37 hours a week

A glance at the role:
We have the opportunity for Experienced Pensions Administrators to join us on a full time, permanent basis. You will have a background in LGPS – ideally in Retirements
You will join a friendly, welcoming and sociable work culture where there are many opportunities for continuous personal and professional development where you will be supported to reach your full potential.

A bit about us:
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

What we can offer you:
- Competitive salary DOE
- 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to ‘buy and sell leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our Employee Assistance Programme for when you might need some support.
- The opportunity to earn through our Employee Referral Scheme.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.
- Free Car Parking in Preston Town Centre



What you’ll be doing:

• To process and check a range of general pensions casework, including, but not restricted to benefits estimates, transfers, retirements, commutation of benefits and the combining of benefits, ensuring that service level targets and deadlines are met in respect of these areas
• To respond to member correspondence relating to the work undertaken within the team, again ensuring that service level targets and deadlines are met in these areas
• To develop an understanding of current pensions regulation and overriding legislation, maintaining up-to-date knowledge
• Liaise with customers and third parties obtaining information in respect of the work undertaken on the team
• Comply with LPPA’s Data Protection and Information Security policies and any relevant GDPR legislation


What we need from you:
• Practical working experience in an LGPS Pensions administration role, ideally a minimum of 2-3 years.
• Proven ability to undertake detailed mathematical calculations accurately. Please note, the interview process may include numerical assessments.
• Demonstrable ability to work accurately and to deadlines
• Previous work with internal database systems is desirable, & experience with processes relevant to payroll and pension administration, UPM experience would be beneficial
• Good capability using the Microsoft Office packages (e.g. Word and Excel)
• Strong communication skills with the confidence to work independently when required whilst also being an effective team player

Qualifications

• 5 GCSEs or equivalent including Maths and English at Grade C or above
• A recognised pension administration qualification (or working towards) would be desirable

Working with and upholding our values:

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking