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Employment Type:  Full Time
Employment Period:  Permanent
Salary:  TBC
Location:  Croydon, GB
Career Area:  HR

Pensions Operations Manager

Compensation Data

Permanent role

Location: Croydon (Interchange)

Closing date: Monday 2nd April 2018

Salary: TBC, up to 10% Company bonus, 25 days holidays + Bank Holidays

Vacancy Overview

The Pensions Operations Manager provides leadership to the EDF Energy Pensions Management team.  You will also help shape the pensions strategy and related policies for EDF Energy.

We are currently undergoing a review of our pensions administration arrangements and implementing a new and ambitious approach to performance review to drive the right behaviours and optimise the end-to-end member experience. We are also reviewing our approach to employee engagement, to make sure our employees understand and value our highly competitive DB arrangements.  This role will require you to see things differently and drive behavioural change.

Nature and Scope

  • This role will require you to engage with significant internal and external stakeholders:
  • These stakeholders will include; pension scheme trustees, Senior Leadership Team, employees and pension scheme members, HR business partners and reward managers, third party administrators and consultants (c. 20 suppliers) and Trades Union officials.
  • You will be responsible for managing the relationship and contract with our third-party pensions administrators and leading on an ongoing continuous improvement programme.
  • You will also provide the pension scheme trustees with the administrative support they need to fulfil their roles by supporting and managing the fund secretaries.
  • You will, together with the Pensions Strategy Manager, be responsible for managing The Pensions Management team; managing risks in relation to upcoming legal/regulatory changes, and managing the consultancy budget. 
  • You will identify and drive improvements and efficiencies in the operating model; resolve complaints and difficult member cases.
  • As well as be responsible for establishing contract terms and service levels with the third-party administrator that meet the objectives of the Company and trustees; for resolving member queries and complaints and for escalating matters to the Head of Pensions and trustees when appropriate

Principal Accountabilities

  • Manage the interface between EDF Energy and the pension administrator, negotiating and establishing realistic contract terms, and establishing and monitoring appropriate Service Level Agreements and continuous improvement by way of continuous interface with the administrator.
  • Ensure that there is an effective two-way member experience, including an appropriate mix of written communication materials, face-to-face meetings, timely newsletters, opportunities for feedback, intranet pension pages and modelling tools. 
  • Ensure the pension scheme trustees are provided with the services they require, including a performance monitoring service for administration, advice on scheme governance, and pension scheme secretarial support.
  • Provide excellent customer service to pension scheme members and ensure the administration of the schemes is delivered in an efficient and effective manner and to agreed performance standards.
  • Liaise with other members of the pensions management team, Reward and HR to ensure appropriate third party resourcing and project management for key annual events, such as annual pay and bonus awards.
  • Provide guidance, coaching and support to the Pensions Consultants and Analysts in the team to enable them to carry out their roles effectively and to develop personally.
  • Together with the Pensions Strategy Manager and Pensions Liaison Manager, identify upcoming regulatory, legal, financial or business changes which may impact the pension schemes and either provide or obtain the appropriate advice so these may be dealt with appropriately.
  • Together with the Pensions Strategy Manager, control the Pensions Management team budget in relation to third party and consulting provision (c.£5m p.a.), ensuring budgets are appropriately planned, forecast and subsequently managed

Knowledge, Skills, Qualifications, Experience


  • A high level of technical expertise in respect of pensions issues together with a firm grasp of relevant legislation
  • A well-developed network within the UK pensions industry and an extensive knowledge of current market practices and trends
  • Excellent organisational and project management skills and the ability to successfully drive through and complete major changes and initiatives within agreed timescales and budgets
  • The interpersonal skills and attributes necessary to achieve a high degree of credibility with the Pensions Management and Reward Teams, Trustees, Senior Management, Employees, Trade Union Officials and HR Colleagues
  • The ability to manage relationships with external providers (administrators, actuaries, pension lawyers, investment consultants, auditors, consultants and similar third parties) in a constructive manner from which EDF Energy and the trustees secure value for money
  • The ability to negotiate and influence at all levels; excellent presentation and communication skills, both verbal and written at all levels.
  • A high level of self motivation and the confidence and tenacity to drive through changes and manage the resultant pressure
  • The ability to lead and motivate a team, identifying development needs and opportunities and providing coaching support to direct reports
  • Excellent problem solving skills and initiative

Qualifications and Experience

  • A relevant professional qualification (FIA/APMI/ACII) or equivalent experience
  • Experience of working at a senior level in an in-house defined benefit plan environment and/or third party operational/consulting role
  • Experience of team management and leadership, preferably including remotely
  • Experience of interacting with pensions administrators, trustees and company representatives on pensions related matters
  • A thorough knowledge of Word, Excel, PowerPoint, Outlook and SAP 

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