Administration Manager in networx Recruitment Software Services Birmingham,England,UnitedKingdom

Website networx Recruitment Software Services

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About the job

Reporting into the Senior Administration Manager, has responsibility for development and maintenance of a portfolio of TPA clients and optimising service and revenue opportunities. Ensures client satisfaction through the proactive management of internal and external relationships and adherence to SLAs. (Responsibility will cover 2 Administration Teams,10 plus employees and Annual Revenue in excess of £1million)

Proactively leads and develops the administration Team Leaders reporting into them to fulfil operational requirements and deliver exceptional client service.


Client Management

Assumes overall responsibility for a defined client portfolio, with a view to providing exceptional client service and relationship management.

Leads and works closely with the administration Team Leaders and their teams to ensure an efficient, professional service is provided to meet all client/members’ needs and promotes the Hymans Robertson brand and values.

Continuously reviews and monitors administration services to maintain service standards and ensures Service Level Agreement (SLA) objectives are continuously met expediently and efficiently.

Scopes, project manages and inputs to reports for any special projects in conjunction with the client and TPA delivery leaders.

Acts as an escalation point for client or scheme member complaints or Risk Events received by the team, investigating and taking corrective action and responding to complaints

Proactively develops and improves TPA service offerings and regularly providing updates to Client Directors, consultants for their client son wider TPA developments.

Client Profitability / Commerciality / New Business

Works with the Senior Administration Manager and other relevant stakeholders, including the Legal, Compliance & Risk team, on the preparation and issue of administration contracts to clients with appropriate limited liability claims.

Ensures that activity is recorded correctly and clients are billed accordingly and that fee invoices are prepared and issued in accordance with internal processes, to deadlines.

Ensures that annual fees are reviewed, agreed with the clients and implemented accordingly.

Identifies and seeks improvements to operational efficiency and cost reductions, to include automation and full use of standard products.

Identifies and agrees scope of all work outside agreed fee basis is identified at early stage and budget agreed with client as appropriate.

Reviews client profitability regularly and raises profitability issues with the Senior Administration Manager and / or Operations Leader.

Prepares fee estimates for installations and ongoing administration services.

Contributes to new business development and assists with new business marketing initiatives, proposals and pitches.

Identifies Opportunities For Cross-selling Other/additional Services To Existing Clients.

Working with wider Pensions and TPA teams to oversees new client installations, to include service delivery and managing the budget, as required.

Technical Knowledge / Processes / Procedures

Is reference point on more technically complex and non-standard pensions administration cases.

Keeps abreast of all changes in legislation, and manages the impact on client services, procedures and fees and actively communicates these to the Team Leaders and members of the administration team.

Reviews, controls, implements and monitors existing operating procedures and processes, and assists in the development and subsequent implementation of new operational procedures for the administration services to maximise quality and efficiency of services to clients.

Oversees timely / deadline driven client billing processes and prepares management reporting information, as required.

Maintains good working knowledge of all systems and products.

Provides input into wider TPA operational initiatives including future IT systems development work to help drive automation and efficiencies.

People Leadership

Proactively role models values of the firm in everything they do.

Leads, develops and supports the Team Leaders.

Takes responsibility for delivering defined annual business plan initiatives and implementing strategy.

Contributes to resource planning in TPA. Participates in the recruitment and selection process, advocates the career development review process and training and development programmes.

Encourages and champions best practice and teamwork through strong communication, knowledge and idea sharing, within and outside of the business unit.

Is an ambassador for TPA at internal and external meetings and disseminates feedback to the Senior Administration Manager and Operations Leader.

Responsible for producing and maintaining annual client account plans ensuring that all regular scheme events and ad hoc projects are recorded and planned.

Deputises for the Senior Administration Manager in their absence.

Provides feedback to direct reports consistently and in a timely manner.

Ensures regular and meaningful performance and Career Development Reviews (CDRs) are carried out for all direct reports and ensures they do the same for theirs.

Plays an active role in the firm’s annual salary review process

Proactively supports performance management, including dealing with underperformance and professional conduct.


Adheres to the firm’s Information Security standards, policies and procedures.

Travels occasionally to other Hymans Robertson offices and clients, as and when required.


GCSE / Scottish Highers (or equivalent) in Maths & English, or with equivalent experience.

In possession of a recognised professional qualification, or relevant TPA experience.

Skills / Experience / Attributes

Proven pensions administration operations management and able to actively manage daily work flows and associated projects across multiple teams.

A sound knowledge and understanding of TPA processes and procedures.

Detailed understanding of best practice within a TPA environment.

Up to date knowledge of developments in pensions legislation and procedures which may affect a Third Party Administration environment.

Comprehensive understanding of service standards and statutory disclosure requirements.

Good understanding and experience of working with pensioner payroll.

Strong commercial awareness of the market and of the commercial aims, goals and objectives of TPA.

Positive, confident and innovative leader able to effectively and efficiently lead, manage and develop teams in TPA and closely aligned with the firm’s values.

Strong interpersonal and communication skills demonstrated in the ability to consult, influence and win buy in successfully.

Able to develop and leverage collaborative relationships to achieve goals and success within TPA, as well as across business units within the firm.

Delegates confidently and effectively.

A team player with a motivational, hands-on approach.

Actively manages own personal career development, seeking opportunities to undertake stretching and developing work and takes the same approach with direct reports.

Company: networx Recruitment Software Services

Vacancy Type: Full Time 

Job Location: Birmingham,England,UnitedKingdom

Application Deadline: N/A

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