SIPP Change Administrator

The role can be based In London or Portsmouth. If based in London you will be required to travel to the Portsmouth office once a week  

Role Purpose
The SIPP Change Administrator is responsible for representing the Third Party Administration (TPA) function in relation to system development testing and operational improvements. The role acts as the key liaison between TPA Operations, Product and Improvement teams, ensuring system releases and process improvements are effectively tested, implemented, documented and embedded within the team.

The role holder will take ownership of end-to-end testing for Imago Admin releases impacting TPA, identify operational improvement opportunities, analyse support trends and defects, and ensure TPA teams are fully supported through clear documentation and training.
 
Key Responsibilities
Change & Release Management

• Review and interpret all upcoming Imago Admin releases and system enhancements impacting TPA operations.
• Assess operational impacts of proposed system changes and communicate implications to stakeholders.
• Coordinate and manage end-to-end User Acceptance Testing (UAT) activities for TPA.
• Produce detailed test plans, test scripts, expected outcomes and test evidence.
• Execute testing activities and coordinate input from Subject Matter Experts where required.
• Report testing outcomes and recommend approval, rejection or remediation actions before release.
• Maintain a repository of testing documentation and release records.

Defect Management

• Investigate system issues identified by TPA users.
• Raise, track and manage defect tickets through to resolution.
• Liaise with Product, Development and Support teams to ensure issues are understood and appropriately prioritised.
• Validate fixes through regression and release testing.

Process Improvement

• Identify opportunities to improve operational efficiency across TPA processes.
• Review existing workflows and recommend enhancements within: 
  • Imago Admin
  • Jira workflows
  • Operational procedures
• Support the implementation and embedding of agreed improvements.
• Measure and report the benefits realised through process enhancements.

Support & Trend Analysis

• Analyse support tickets, incidents and operational queries relating to TPA services.
• Identify recurring themes, system weaknesses and process bottlenecks.
• Produce regular management information highlighting trends and improvement opportunities.
• Escalate systemic concerns and recommendations through appropriate governance forums.
• Monitor recurring issues and identify root causes.

Product Forum Representation

• Act as the TPA representative within relevant Product Forums and change governance meetings.
• Present operational feedback, defects, enhancement requests and business improvement opportunities.
• Ensure the voice of TPA is represented in product development discussions and prioritisation decisions.
• Track progress of enhancement requests raised on behalf of TPA.

Documentation & Knowledge Management

• Create and maintain Standard Operating Procedures (SOPs), process maps and user guides.
• Ensure all procedural documentation accurately reflects current system functionality and business processes.
• Review documentation following each system release or process change.
• Promote consistency and best practice across all operational procedures.

Training & Communication

• Develop and deliver training relating to new system functionality and process changes.
• Produce release summaries, guidance notes and learning materials.
• Support managers and team members during change implementation.
• Act as a subject matter expert for system and process-related queries.

Key Accountabilities

• Successful delivery of TPA testing activities for all relevant system releases.
• Timely identification and escalation of system defects and operational risks.
• Continuous improvement of TPA processes and workflows.
• Accurate maintenance of SOPs and operational guidance.
• Effective communication of change impacts across the department.
• Representation of TPA requirements within Product and Change forums.
• Reduction in recurring support issues through proactive analysis and improvement      activity.

Knowledge & Experience
Essential

• Strong understanding of pensions administration processes.
• Experience of working within a Third Party Administration environment.
• Strong analytical and problem-solving skills.
• Experience producing operational procedures and process documentation.
• Strong stakeholder management and communication skills.

Desirable

• Knowledge of Imago Admin.
• Experience of change management or business analysis.
• Experience participating in governance, product or change forums.
• Experience delivering training and creating learning materials.
• Understanding of Lean, Continuous Improvement or Operational Excellence methodologies.
• Experience of User Acceptance Testing (UAT) and defect management.
• Ability to translate technical system changes into business impacts.
• Experience working with operational workflow tools, including Jira.

A little about us  
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.  

People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.  

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.  

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.  

Inclusion and diversity at Nucleus  
As with most things in life, who cares, wins. We really care about inclusion.  

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.  

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.  

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.