Senior Associate - Retirements - GPS Delivery

Key Responsibilities

Pension Administration

Process retirement disinvestment requests from members or trustees

Issue regulatory and non-regulatory packs to customers nearing retirement age

Perform complex calculations, including Protected Tax-Free Cash (PTFC) and other tax-related computations

Set up SIPP pension accounts after drawdown asset transfers

Facilitate annuity setups, including Guaranteed Lifetime Income for SIPP clients

Record benefit crystallisation events, RTI tax submissions, and reportable events to HMRC

Operational Excellence

Monitor web journeys and manage exceptions for seamless customer experience

Perform reconciliations and generate control reports to maintain operational integrity

Ensure Quality and Productivity standards are met

Handle mailboxes, escalation logs, audit requests, and other client queries

Escalate potential issues promptly to Team Lead/Assistant Manager

Client Service and Communication

Issue routine correspondence using standard templates in compliance with legal and regulatory requirements

Liaise with internal departments to ensure timely completion of priority work

Maintain confidentiality while handling client-sensitive information

Identify and propose process improvements and enhancements to customer experience

Project and Additional Responsibilities

Support team initiatives, projects, and SSEs as required

Assist in workload allocation and support team members to meet SLA requirements

Demonstrate commitment to Fidelity values and service improvement