Process and Controls Manager

Pension Insurance Corporation (“PIC”) provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.

At PIC, we are recruiting for a Process and Controls Manager who will effectively collaborate with Risk / Transitions / Finance to secure their buy-in as well as implementing improvements to systems, processes, and technology, as appropriate. You will apply knowledge and insights concerning the Customer Operations function, the department in which this role sits, and how this impacts our policyholders.

Specific accountabilities assigned to the role of Process and Controls Manager within the Customer Operations:

• Responsible for the development and ongoing governance and oversight of process and control documentation, ensuring the format is consistent and these are regularly reviewed and updated.
• Design, maintain and report on process and control matrices, ensuring process and control documentation is up to date and complete.
• Identify and drive process efficiencies and department optimisation initiatives.
• Work with our third-party administrators to ensure their process and control documentation is consistent and in line with PIC standards and expectations.
• Work with the PIC Outsourced Administration Manager to ensure any governance requirements in relation to processes and controls are adhered to.
• Manage the review and update of the department key controls. Lead the risk and control self-assessment exercises.
• Responsible for maintaining the risk and control self-assessment matrix, including assessing inherent and residual risks.
• Responsible for the design and implementation of an effective controls management system.
• Design and implement MI and reporting to senior stakeholders on process gaps, control deficiencies, risks and recommend improvements.
• Responsible for the management of first line risk requirements, risk incidents are logged accurately and within KPI, risk actions are monitored and completed on time.
• Be the department point of contact for PIC 2nd line Risk Teams.
• Collaborate with process owners, audit, compliance and risk teams to ensure alignment. Ensuring the department is always audit ready.
• Responsible for the oversight and delivery of assurance audit actions, ensuring actions are completed on time.
• Provide training, awareness to support teams on process documentation, control requirements and risk management.
• Responsible for the co-ordination of Business Continuity and Operational resilience for the department.
• Take ownership for their own learning and development in both technical (e.g. data analysis and critical judgement) and non-technical (self-insight and relationship management) skills of Customer Operations.

Requirements

Experience:

• Experience in building and overseeing process and control documentation and matrices
• Experience of producing MI and delivering reporting to senior management
• Experience of managing audit and assurance requirements
• Experience of working with 2nd line risk teams
• Experience of managing internal and external stakeholders

Knowledge:

• Knowledge of pension administration, insurance and BPA market
• Knowledge of process and control documentation design
• Knowledge of first line risk management processes and control matrix design
• Knowledge of risk and control self-assessment
• Good knowledge of Microsoft excel

Skills:

• Strong organisational skills
• Strong communication skills
• Ability to persuade and influence both directly and indirectly
• Ability to organize work to meet deadlines
• Ability to work within defined procedures as recommended by functional teams
• Commercial judgement
• Good working knowledge of MS Access, MS PowerPoint, MS Word

Desirable experience / knowledge:

• Experience of working with PowerBi
• Recognised pensions qualifications e.g. PMI, RPC
• Familiar with pension buy-ins and buy-outs
• Familiar with process mapping tool Bizagi

Desirable personal attributes aligned to what success looks like in the role:

• Intellectually curious with a willingness to learn through own research.
• Strong problem-solving skills utilising consultative questioning to challenge current norms and drive change within the business function.
• Effective communicator – structures insights into clear messages and effectively engages others within business function, as well as internal stakeholders, professional and regulatory bodies.
• Innovative thinker – positive attitude to change and a willingness to embrace new ideas and techniques to improve performance.

Benefits

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you’ll have access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.