Experience

SAUL Trustee Company

• United Kingdom
• Financial Services
• 1 - 100 Employee

• DC Benefits Manager

  • Jul 2021 - Present

• Benefits Services Manager

  • Apr 2020 - Jul 2021

  • Ensured and evidenced the delivery of high quality and efficient services provided to SAUL members and participating employers.• Responsible for the effective leadership and management of the Benefits dept (a team of 24), both in terms of BAU service delivery and project commitments. Ensured that processes and services provided are compliant with scheme rules and prevailing legislation. • Supported the Executive Management Team with the governance and management of STC. • Managed the Benefits departmental budget and approval of invoices. • Reported to the Board and other Committees using dashboards and MI to provide clear oversight of business as usual performance and reports and briefings, as required, on Benefits issues. • Monitored risk within the department with appropriate steps to protect the organisation. • Monitored compliance reports, reporting back to the Chief Executive, Board and other committees.• Decided delegated Trustee decisions and strengthened the reporting to the Operations Committee.• Promoted the culture of continual improvement across the Benefits team by ensuring that STC’s quality management system is fully embedded in all aspects of the department’s work. • Led the managers of the Benefits teams to ensure that they, and the members of their respective teams, are engaged with STC strategy and objectives.• Coordinated the work of the Benefits teams with other departments to ensure effective delivery of services and projects.• Identified and analysed causes for errors, complaints and deficiencies in team processes, casework and system functionality. Worked with teams to resolve them. Revised the process for complaint monitoring.• Curated STC’s service compliments from members and employers.• Presented at staff briefings, employer Groups, Trustee training days.• Contributed to industry working groups.• Managed submissions to industry surveys.• Contributed to SAUL’s Report and Accounts.

• Member Administration Manager

  • Apr 2019 - Mar 2020

  • Budgeted, contributed to business strategy and business planning.• Provided Management Information on a regular basis to the Head of Benefits for the Executive Management Team and the Board.• Responsible and accountable for the quality and efficiency of services. Proactively assisted and supported the Head of Benefits in all matters relating to service delivery.• Met and liaised with employers and other stakeholders and represented the organisation at Employer Working groups and Pre-retirement seminars.• Ensured that SLAs were maintained and disclosure requirements met. Monitored work trends and varied the work management style as appropriate.• Identified and analysed causes for errors, complaints and deficiencies in team processes, casework and system functionality. Worked with team to rectify and resolve them.• Responsible for 12 Senior Benefit Technicians and Benefit Technicians. Managed staff in all areas including performance, conduct and capability. Conducted 1:1 meetings, appraisal reviews and training matrix updates to review all aspects of performance. Dealt with capability and performance issues.• Identified and organised training for the team or individuals where required using continuous improvement within the team.• Managed software upgrades and UAT.• Rolled out Web Chat to the administration team, enhancing the member methods of communication. Implemented quality monitoring and motivational tools.• Revamped method of initiating and measuring actuarial referrals.• Promoted cross departmental working.• Led administration team in ambitious refresh of member communications.• Devised disclosure controls and process. Implemented new process for LTA breaches.



The Pensions Ombudsman

• United Kingdom
• Alternative Dispute Resolution
• 1 - 100 Employee

• Volunteer Adviser - TPO

  • Feb 2021 - Present



PASA - Pensions Administration Standards Association CIC

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Standards Committee - PASA

  • Apr 2020 - Present



TUI

• Germany
• Travel Arrangements
• 700 & Above Employee

• Team Leader

  • Oct 2017 - Apr 2019

  Team Leader (and Acting Team Leader)• Maintained key relationships: software providers, Payroll, HR, AVC/DC providers, outsourced providers (including support of roadshows).• Successfully led team through scheme closure and subsequent change to an outsourced provider. Devised an effective tool for assimilating and communicating information.• Led all aspects of day to day pensions administration (DB, DC and life assurance). Ensured that SLAs were maintained and disclosure requirements met.• Produced administration reports. Attended trustee meetings, delivered action points, checked minutes.• Led the cash alternative process from when it was first introduced in 2016.• Planned, implemented and documented periodic tasks, such as annual benefit statements, salary renewals, pensioner increases, bonus waivers, DC top up and cash alternative exercises.• Risk reduction: devised and implemented the team’s checklists and processing notes, including version control, resulting in enhanced knowledge, consistency and efficiency.• Responsible for the transition of unitised DC investments to the new provider. This resulted in a transfer of over £17 million for 1,500 employees into 3 policies. The project involved devising ‘join’ and transition data reports, repeated tests for accuracy, several reconciliations of member units and ultimately the bulk update of records. I reduced the out of market position and associated employer costs.

• Senior Pensions Administrator

  • Jan 2009 - Sep 2017

  • Managed the wind up lump sum (WULS) exercise involving nearly 800 members.• Following my suggestion for data protection, a risk assessment was done and an action list was approved by the UK board.• Implemented and documented all life assurance processes. Simplified and streamlined the high earners process.• Created spreadsheets to calculate lifestyle adjustments and check SMPI calculations. Devised and implemented DC unit reconciliation controls.• Data manipulation - proficient in the use of: MS Office including Excel (V look up, data manipulation, pivot tables), PS Pensions.



HSBC Actuaries and Consultants Limited

• Team Leader

  • Aug 1995 - Sep 2004

  Team Leader 2000 - 2004Managed a team of administrators for a new DC scheme with 40,0000 members. This subsequently led to delivering a training course to the HSBC administration teams – ‘How to run a DC scheme’ and writing the DC administration manual for the department.Senior Benefits Administrator 1998 - 2000Varied portfolio of clients including DB and DC Trust Based Schemes, GPP arrangements and group risk benefits using Profund software.Benefits Administrator 1995 - 1998



Sedgwick Noble Lowndes

• Senior Administrator

  • Sep 1988 - Jul 1995

  Senior Administrator 1992 - 1995Significant experience and knowledge gained of mainly final salary schemes at Noble Lowndes with excellent technical training.Scheme Administrator 1989 - 1992Administrator of Scheme Installations 1988 - 1989 Senior Administrator 1992 - 1995Significant experience and knowledge gained of mainly final salary schemes at Noble Lowndes with excellent technical training.Scheme Administrator 1989 - 1992Administrator of Scheme Installations 1988 - 1989