Operations Lead (Pensions)

The Company

Stream was founded with the mission to provide fair financial tools to the everyday worker. Offered through leading employers like Greene King, Bupa, Burger King, Asda and the NHS, our award-winning platform helps over three million people to earn, learn, save, spend and borrow on their own terms, all in one smartphone app.

Stream is unique: VC backed and growing at scale, but with a social conscience. Some of the world's leading impact funds were our founding investors, and we operate on a social charter, which means every product and service we create must measurably improve financial wellbeing.

You’d be joining a team of over 200 passionate, ambitious people across Europe and the USA, building a category-defining product, and united by that same mission.

The Opportunity

This is a rare opportunity to support a newly launched, business-defining digital WealthTech product, backed by Stream’s resources and distribution.

You will play a pivotal role in enhancing Stream’s WealthTech and Find & Combine operations, bringing pension industry expertise to our design and execution.

Disrupt for Good

This is your chance to challenge a stale industry and rewrite the rules. You'll augment products that offer true financial inclusion to a vastly underserved audience, making pensions simple, fair, and accessible for everyone.

The Team

You will be a key member within our Operations Team and will work closely with our new WealthTech team. You'll be given the autonomy and support to apply your expertise and make a huge impact, fast.

Our culture is built on trust, speed, and an obsession with member outcomes. You'll work closely with our world-class Operations, Product and Engineering teams, operating in a dynamic, cross-functional environment where your insight will directly influence our success.

About the Role

You will champion Stream’s brand new Find & Combine product. With a constant eye on good outcomes for Stream’s end users, you will understand their pension needs, eliminate the jargon, and ensure their Stream account accurately reflects their pension portfolio.

You will be a key coordinator ensuring communication and processing of pension details within the app are accurate, compliant and complete. You will oversee the interpretation of DC pension information from providers, understand the content, update systems and processes accordingly, and support the transfer of DC pensions into our Stream Personal Pension.

Experience in pensions and investments is required, and experience in the fintech space is desirable.

This role is fundamentally pension-focused, but with an experienced eye on Operations. Stream’s digital Find & Combine solution seeks to automate the tracing and transfers of pensions and ensure the prompt consolidation of DC pots into our Personal Pension.

You will:

• Own the outliers of the AI tracing tech - processing of Letters of Authority (LOAs), DC info requests to providers, and the understanding and processing of the returned information.
• Own pension transfer operations and coordinate with material third-party providers.
• Establish and maintain processes around transfers out, death claims and complaints.
• Analyse and identify any valuable or protected benefits.
• Ensure appropriate data is maintained.
• Oversee the administration of consolidations via Origo or otherwise.
• Chase information to ensure the slickest service possible.
• Provide a high level of technical and administrative support, while maintaining an excellent level of customer service.
• Communicate directly with Stream members to solve problems and deliver great outcomes.

Skills & Experience Required

For this technical role, you should have previously worked as a senior administrator, paraplanner, or operations manager within a fast-paced pension provider, independent financial advisor (IFA), wealth or investment management practice. We are looking for a technically competent individual with high analytical capability and good communication skills. You should be Level 4 diploma qualified, possess strong written and verbal communication skills, be able to work within defined business processes, and have the ability to multitask and prioritise your workload.

Working Policy: We operate a hybrid policy with a requirement of 3 days a week in the office

What will we do for you?

• 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
• 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
• Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
• Sabbatical scheme
• Paid leave to volunteer
• Private Healthcare including comprehensive mental and physical healthcare
• Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
• Season Ticket Loan
• Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.
• The best benefit of all, access to Stream!

At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.