Technical Services Manager

Brightwell; Chesterfield; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual performance bonus

25 days holiday (+1 per year)

Pension contributions

Life Insurance

Health & well-being programs

Study support

On-site parking

Job summary

Brightwell is seeking a Technical Services Manager to lead complex member casework, scheme events and pensions issues. You will liaise with Legal and external parties, ensure compliant processes, and provide technical support across the Member Services teams.

You will review calculations, validate data and guide on regulatory projects while supporting training and the development of the member portal. The role offers hybrid working and a comprehensive benefits package.

Qualifications

• Experience in a technical role within a pensions administration function.
• Excellent verbal and written communication skills and strong numeric ability.
• Knowledge of scheme rules, pensions legislation and HMRC rules.
• Proven experience delivering pension scheme events and projects.

Responsibilities

• Provide technical oversight on pensions schemes, events and regulatory projects.
• Lead the complaints handling process and provide reports and trends.
• Review calculations, data validation and support high-value cases.
• Coordinate with Legal, Risk & Compliance and other teams on compliant solutions.
• Support member portal development and ongoing process improvements.
• Manage internal and external communication on scheme issues.
• Disseminate regulatory information to the wider team and train colleagues.

Skills

Pensions knowledge

Analytical skills

Communication skills

Problem solving

Stakeholder management

Data analysis

Organisational skills

Education

PMI pensions qualification

Tools

Microsoft Excel

Office suite

Other software products

Job description

Join Our Team as a Technical Services Manager

An exciting opportunity has come available for a Technical Services Manager to join the growing team at Brightwell. In this key role, you will be responsible for providing support to a wide variety of projects with a particular focus on managing complex member casework, complaints handling, scheme events and supporting the core Member Services’ teams as well as supporting on technical pensions issues within the wider team.

What you’ll do:

• Support the Trustee discretionary committees such as the Compensation Committee and Delegated Authority Panel ensuring process and documentation is fit for purpose and casework is managed in a timely and appropriate manner.
• Be the principal point of contact with the Legal team and external parties in relation to Scheme, legal and regulatory issues arising from member services casework.
• Manage the delivery of scheme events and provide technical oversight on regulatory projects
• Lead the complaints handling process using the Internal Disputes Resolution Process where necessary and provide reporting and trend analysis to stakeholders.
• Reviewing calculations, validating data and supporting the core Member Services teams with high value, sensitive or technically complex cases.
• Keep up to date with relevant legislation and regulations, assisting in disseminating the information to the wider team and working closely with the Legal and Risk & Compliance teams to agree compliant legal and technical solutions.
• Oversee the provision of technical support to the wider team including answering ad hoc technical queries, providing technical input to and reviewing member communications, reviewing Technical Support Notices and supporting development and delivery of training.
• Support the Product Owner in developing the member portal.
• Support the ongoing monitoring of strength of process and systems to reduce risk to the Scheme, improve the member experience and provide technical support for resolving any issues arising, where required.
• Be the technical expert of team specific processes including system specifications, data, Scheme rules and procedures.
• Review the technical aspects of bulk project work, including data analysis, individual and bulk calculations and system updates.
• Compliance with Data Protection/Health and Safety/Quality Management processes and procedures.
• Work closely with the Operational Change team with the continuous improvement programme and quality reviews.
• Other duties, as required.

This role would suit someone with:

• Experience in a technical role within a pensions administration function.
• In-depth knowledge of all Microsoft Office software - Word, Excel, PowerPoint and Outlook.
• Proven DB Pension Schemes knowledge and operational experience.
• Excellent verbal and written communication skills.
• Have an excellent knowledge of: Scheme rules and practices, Pensions and related employer legislation/tPR regulatory codes of practice and Administration processes.
• Strong pensions knowledge including HMRC rules & regulations and pensions/employer legislation.
• Strong numeric, analytical and problem-solving skills.Ability to communicate / interact at all levels within the organisation.
• Well organised with robust commercial awareness.
• Proven track record/demonstrable record as an experienced pensions practitioner or PMI pensions qualification.
• Experience in managing the delivery of pension scheme events and other projects.
• Experience in other software products
• Specific Microsoft Excel skillset – ability to use and amend standard spreadsheet proformas to carry out non‑standard complex individual cases
• Proven experience in a similar role.

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonus
• 25 days holiday (increasing to 30 with service) plus bank holidays.
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free on-site parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.