Project People
Team Leader - Pension Operations
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Team Leader
Department: Operations
Industry: Financial Services - Pensions
Location: Carlisle | Onsite | Will move to hybrid working after probation
You must be eligible to work in the UK without the need for Sponsorship
Role Purpose
To lead, support and develop a team of Pension Operations Administrators, ensuring excellent service is delivered to customers, advisers and business partners. The Team Leader is responsible for creating a positive and high-performing team environment, maintaining service standards and quality, and ensuring colleagues have the skills, knowledge and support needed to succeed.
Key Responsibilities
Leadership & People Management
- Lead, motivate and support team members to achieve individual and team objectives.
- Conduct regular one-to-one meetings, performance reviews and development discussions.
- Identify training and development needs and support colleague growth.
- Promote colleague wellbeing, engagement and a positive team culture.
- Manage performance effectively, recognising success and addressing concerns where required.
- Support recruitment, onboarding and induction activities.
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Operational Management
- Plan and coordinate workloads to ensure service standards are achieved.
- Monitor team performance, quality and productivity.
- Ensure operational processes are completed accurately and in line with company procedures.
- Support the resolution of operational issues and customer escalations.
- Work collaboratively with other teams to meet business objectives.
Quality, Compliance & Continuous Improvement
- Promote high standards of quality, accuracy and customer service.
- Ensure compliance with regulatory requirements and company procedures.
- Complete quality assurance activities and provide constructive feedback.
- Identify opportunities to improve processes, employee experience and customer outcomes.
- Support the implementation of change and continuous improvement initiatives.
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Knowledge, Skills & Experience
Essential
- Experience of leading, coaching or supervising a team.
- Strong communication and interpersonal skills.
- Ability to motivate, develop and support colleagues.
- Strong organisational and planning skills.
- Experience of managing performance and delivering feedback.
- Customer-focused with a commitment to quality and continuous improvement.
Desirable
- Experience within pensions, financial services or a regulated environment.
- Knowledge of SIPP administration and operational processes.
Personal Attributes
- Positive and supportive leader.
- Strong communicator.
- Professional and approachable.
- Organised and resilient.
- Collaborative and adaptable.
- Committed to developing people and delivering results.
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