Kristian Green

Responsible for managing operational delivery for workplace pension schemes on the Standard Life account.

• Lead a team delivering day to day pension administration on legacy systems, meeting SLAs and regulatory requirements.
• Leading the team through ongoing transition to BaNCS, managing delivery continuity through change.
• Identified misalignment between administrative processes and product proposition, working with the proposition team to redesign and realign delivery.
• Work closely with Client Relationship Managers and Consultants, resolving scheme issues and supporting employer relationships.
• Act as an escalation point for complex queries on contributions, employer issues and service delays.
• Identify risks to service delivery early, taking action to protect client and member outcome.
• Review performance data and workflows, strengthening controls and driving process improvement.
• Coordinate rollout of changes across the team, keeping delivery on track throguh periods of change.
• Maintain a strong understanding of DC workplace pensions, including contribution types and regulatory expectations.

• Managed a team of 15+ colleagues, ensuring delivery against operational targets and service expectations.
• Acted as a key escalation point, resolving issues effectively to maintain service quality and customer satisfaction.
• Analysed performance data to identify risks and improvement opportunities, implementing changes to enhance outcomes.
• Built strong relationships with stakeholders across the business to support delivery of operational objectives.
• Led continuous improvement initiatives, driving productivity and service enhancements.

• Planned and coordinated store resources and activity to meet the needs of the customer.
• Created an exceptional customer experience through role modelling the correct service behaviours.
• Gave clear direction to colleagues on store priorities to ensure good understanding amongst the team.
• Ensured the delivery of all key operational processes.