Onboarding Support Manager

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

To support new business onboarding either directly with clients or via a corporate adviser or partnership. On-board new schemes with transfer of assets to customer and commercial specification in a timely and controlled manner.

Ensures that the customer is on-boarded compliantly, identifying and mitigating risks to the customer and business, setting up a scheme within the parameters of the proposition.

Meets the expectations of the customer, building reference points for potential customers and establishes a strong relationship basis that can be leveraged as the account develops.

Main Responsibilities:

• Creates, develops and manages relationships with Sales, Advisers, Partners and Customers.

• Demonstrates expert knowledge of relevant systems, products and procedures, influencing developments with the customer in mind.

• Provide overarching support to scheme onboarding, guiding small and medium sized customers (or their adviser) through self-set up.

• Where appropriate, incorporate milestones for any transfer of assets. Initiate and oversee the transfer, following a process that is transparent about and manages any out of market risk.

• Provide training on initial uploads and subsequent support in the following 2-3 months to ensure practices are embedded and there is minimal requirement for support on-going uploads.

• Take responsibility for resolving issues using commercial and business awareness.

• Identify and mitigate risks to the customer and future administration of the scheme.

• Ensure controls frameworks are adhered to.

• Understand and describe regulations to the customer in a factual manner.

• Structure communications clearly to both internal and external customers.

• Show strategic alignment to the customer values and identity, share details of customer profile in the hand over to Customer Services.

• Demonstrates role model behaviours.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• Experience of workplace pensions market preferably with pension qualification, although not essential.

• Ability to build relationships that meet and or manage customer expectations within commercial parameters.

• Project management experience including post implementation review practices.

• Demonstrate a flexible approach towards changing business needs.

• Professional and accountable for actions.

• Accepts and tackles demanding goals with enthusiasm.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement.

At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.

You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

Don’t just take our word for it – you can see what our colleagues say about working at Smart on LinkedIn Life and Glassdoor .

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.

• £500 annual training budget to spend on your professional development

• Extensive private healthcare, including dental, eyecare and EAP

• Enhanced sick leave (three months’ pay per year)

• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid)

• Death in service insurance cover

• Fully-paid five-week sabbatical after five years of employment

• In office wellbeing, such as manicures, massages and barbers.

• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.

We think Smart is an awesome place to work. If it sounds like somewhere you’d like to work, too, and if you’re ready to play your part in our continued success in the future, then naturally we’d love to meet you.