Client and Proposition Lead

at  Hymans Robertson LLP

Our Third Party Administration (TPA) department is a dynamic administration team with a varied portfolio of clients. They play a key part in providing our clients and members with a market-leading service on Defined Benefits (DB), Defined Contribution (DC) and CARE pension arrangements.
We currently have an exciting opportunity to join this department as a Client and Proposition Lead, within one of our four offices.

WHAT WILL YOUR ROLE LOOK LIKE?

You will provide a high-quality service to clients by combining expert relationship management skills with a technical knowledge of pensions administration whilst developing new business opportunities with a proposition lead focus.

THOUGH THIS IS A VARIED ROLE, YOUR KEY TASKS WILL INCLUDE:

• Ensures overall TPA commercial relationship with clients is in line with profit and revenue projections, including for out-of-scope or non-standard work.
• Uses a solid understanding of the firm’s products and services to identify where service offerings to clients can be enhanced or introduced.
• Collaborates with colleagues to design services or projects and oversees their delivery with clear communication throughout.
• Ensures timely billing and recovery of fees maintaining a consistent focus on client profit margin.
• Collaborates with colleagues across the firm on shared client relationships and account development, pursuing commercial activities together for joint interests.
• Manages and develops client relationships for a portfolio of clients and manages the client’s expectations around service and project delivery.
• Initiates and assists in producing and managing client recovery plans when service falls outside agreed level.
• Uses contractual Service Delivery KPIs to identify actions for improvement and reports to client on progress.
• In collaboration with colleagues, leads on the production of annual client development plans and budgets, ensuring adequate capacity and priority is available to do the work, and agreeing it with the client.
• Ensures regular internal meetings and communication about client plans, risks and opportunities. Responsible for agreeing and monitoring any agreed actions.
• Prepares for, attends and takes actions from client meetings with Senior Consultants as required.

TO ENJOY AND SUCCEED IN THIS ROLE, YOU WILL HAVE:

• Extensive experience of day-to-day pension administration – ideally in DB, DC and CARE pension arrangements.
• A track record of managing Third Party Administration client relationships in a commercial landscape.
• Experience in scoping and costing Third Party Administration work.
• Experience in project delivery, driving prioritised outcomes on time.
• An awareness of the market direction and a vision for Third Party Administration business.
• Strong interpersonal and communication skills demonstrated in the ability to work successfully with all levels of administrators, consultant and client.
• The ability to thrive in a fast-paced environment, leveraging the changing landscape to our benefit and able to stay resilient in the face of challenges.
• Motivation to get the best out of others by building collaborative, consultative, hands-on relationships that are especially strong during periods of change.
• Manages sensitive conversations with diplomacy, inclusivity and a high level of emotional intelligence.
• Shows curiosity and a growth mindset to continually develop skills and knowledge.
• Focussed on purposeful solutions, making pragmatic decisions including prioritisation.