Deputy Head of Claims-Pensions

Role Overview

This position reports to the Head of Claims and takes ownership of the day-to-day running of retirement benefits claims processing. You will plan, coordinate, review, approve, and control claims work so that members receive their pension and retirement entitlements accurately, on time, and in line with each scheme’s Trust Deed and Rules. Your oversight directly protects the organisation from regulatory penalties and reputational harm under Retirement Benefits Authority rules and pension tax law, while keeping the member experience at the centre of every settlement.

Key Responsibilities

• Supervise and coordinate daily claims processing activities for retirement benefits, allocating work across the team and monitoring turnaround against agreed service level agreements.
• Review and approve payment computations for retirement benefits, including lump sums, pensions, and transfers, checking member data, contribution histories, and interest calculations for accuracy.
• Interpret and apply individual scheme Trust Deeds and Rules when assessing eligibility and determining benefit entitlements.
• Ensure claims decisions, supporting documentation, and payment authorisations comply with RBA regulations, pension tax laws, and internal company policies.
• Conduct periodic audits and control checks on claims files to detect errors, fraud indicators, or process gaps, and recommend corrective actions to the Head of Claims.
• Handle escalated queries from members and scheme sponsors, providing clear explanations of benefit calculations and claim outcomes.
• Prepare management reports on claims volumes, turnaround times, error rates, and compliance issues for the Head of Claims.
• Coach, mentor, and appraise claims staff, identifying training needs on pension computations, regulatory updates, and customer service standards.

Requirements & Qualifications

• Bachelor’s degree in Insurance, Finance, Actuarial Science, Applied Statistics, Accounting, or a related business field.
• At least five years’ experience in retirement benefits schemes administration or pension claims processing.
• A minimum of two years in a supervisory or team leadership role.
• Strong working knowledge of Retirement Benefits Authority regulations and pension tax laws.
• Diploma in Insurance (AIIK/ACII) required; progress toward CPA, ACCA, or actuarial qualifications is an added advantage.
• Demonstrated competence in pension benefits computation and regulatory interpretation.
• Experience with claims audit controls and risk assessment.
• Excellent written and verbal communication, customer service, analytical thinking, and attention to detail.
• High integrity and ethical conduct, with strong stakeholder management abilities.