Client Relationship Manager
Punter Southall
34d ago

Given the nature of the role this position could be contractually based at one of the following office locations : Bristol, Birmingham, Wokingham or Chelmsford.

Job purpose summary

To provide an effective and efficient pensions administration service to XPS Administration clients, supporting the administration team’s objectives and actively contributing to the overall objectives of the Company.

The Client Relationship Manager will be responsible for developing the overall relationship with the client from an administrative perspective and maintaining high levels of satisfaction with the service from both the client and members alike.

The Client Relationship Manager will play a key part in the overall success of the Company and will be required to act as the lead for administration in both joint service and administration only new business tenders and presentations.

Key responsibilities & accountabilities

Full responsibility for the administration service to a portfolio of existing clients and for the development of new business opportunities.

Key responsibilities include :

  • Ensuring the efficient and effective delivery of client work to agreed deadlines to comply with legislative and clients’ requirements.
  • Day to day management of client relationships with trustees, scheme members and corporate clients.
  • Project managing annual projects such as renewals, benefit statements, life assurance, PHI and pension increases. Handling any data processing and administration tasks, ensuring projects are fully monitored and completed in line with customer and legislation requirements.
  • Preparing for and where appropriate participating in trustee meetings.
  • Managing complex pensions queries and pensions consultative advice.
  • Managing ad-hoc projects and exercises, e.g. scheme closure, data audit reports, liability reduction exercises.
  • Monitoring ongoing procedural developments and implementing changes to procedures where required.
  • Contributing to technical sub-committees (TSC) and technical administration discussions.
  • Managing the administration billing process.
  • Keeping abreast of technical and legislative developments within the pensions industry.
  • Working closely with other departments / teams both internal and external to the Company in order to provide a total service to our clients.
  • E.g. Pensions Accounts, Payroll, Administration Support and ITM (3rd party IT software provider).

  • Managing new business tenders and presentations.
  • Due to the changing nature of the business, you may from time to time be required to undertake other activities of a similar nature that fall within your capabilities.


    This section describes the experience, education and skills necessary for the role (at the lowest level that is necessary for full & effective performance).

    Knowledge & experience

  • This role is likely to appeal to individuals with a minimum of 10 years' experience working within the admin business of a third party administrator.
  • The role requires a combination of strong technical skills and the ability to manage client relationships at a senior level.

  • You must be able to demonstrate a very thorough knowledge of pension administration activities and the ability to apply this knowledge to any scheme.
  • Previous pensions administration experience of both Defined Benefit (DB) and Defined Contributions (DC) schemes is required.
  • You must be able to demonstrate a very wide and deep knowledge of the various key areas of pensions legislation including pensions taxation, contracting out and preservation.
  • Proven experience of handling complex member queries and calculations is essential.
  • Previous presentational experience is required in order to lead in client meetings and new business presentations.
  • Previous project management experience would be required to perform pension administration project based work.
  • IT proficient, in particular Microsoft Word, Excel, Outlook & PowerPoint.
  • Training, education & qualification

  • Educated to a minimum of A Level or Degree or equivalent standard.
  • Ideally a minimum of three C grades or above at A Level or equivalent qualification.
  • Strong Maths and English GCSE or equivalent qualification - minimum grade B.
  • APMI (or deemed qualified by experience’).
  • Skills, abilities & personal qualities

    In addition to the necessary academic achievements, you should be able to demonstrate the following essential qualities :

  • A self-motivated approach; taking personal responsibility for personal and technical continuous professional development and being seen as a source of advice to others.
  • The ability to proactively take ownership and responsibility for own workload.
  • Enthusiastic, positive and flexible approach to work.
  • Excellent interpersonal abilities, able to forge strong working relationships with colleagues and clients.
  • Positive personal impact qualities such as leadership, influencing and motivating skills together with a consultative approach to the management of change.
  • Meticulous attention to detail and tenacity to pursue issues to their conclusion.
  • Confident communicator, able to communicate effectively, professionally and concisely in writing, face to face and / or over the telephone.
  • An ability to work as part of a multi-disciplined team.
  • Well-developed analytical and problem solving skills.
  • An ability to recognise the need for a customer focused approach to their service delivery both in terms of quality and exceeding customer expectations.
  • Excellent organisational and planning skills.
  • An ability to form successful professional relationships both internally and externally.
  • An ability to support colleagues and share knowledge to the benefit of the team and / or wider Company.
  • Flexible approach to work pressures.
  • An excellent knowledge of English grammar and spelling, and the ability to write in plain English.
  • An ability to digest complex technical information and present it to clients and colleagues in a clear and simplified manner relevant to them.
  • An ability to see how legislative changes affect all areas of the business and operations.
  • Sound commercial awareness.
  • An ability to identify ways of improving quality, service delivery and efficiencies in processes and procedures.
  • Good time management skills and the ability to work to tight deadlines and manage conflicting demands on one’s time.
  • Well-developed project management skills and the ability to see projects / tasks from concept through to completion within given timescales.
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