Nicolle Sandiford

At MUFG Pension & Market Services, my role as encompasses ensuring strict compliance with The Pension Regulator's guidance and overseeing a Master Trust scheme's administration.

• The team prioritizes monitoring service level agreements and analyzing work trends to maintain optimal performance.
• Focusing on collaborative client relationships, delivering insightful management information and facilitate transparent communication in trustee meetings.
• Managing ten employees; completing 1-2-1s, Development Plans and Appraisals.
• Monitoring SLAs, trends, and collaborate with clients to provide feedback in management meetings.
• Implementing new software tools, improving productivity across the team.
• Being involved heavily in system development to reduce time processing tasks.
• Reporting back to Trustees quarterly and to ensure clients are abiding by The Pension Regulator guidance.

Previously leading a team at Creative Benefits, I was instrumental in refining processes and improving efficiency through meticulous KPI analysis and innovative system developments. The drive to foster high-performing teams propelled me to engage in coaching, where I honed my skills in training and development, ultimately elevating team productivity and establishing a culture of accountability and excellence.

• Assisting with any system developmental and proactively looking for new ideas on streamlining processes
• Interviewing new team members
• Carried out day-to-day duties accurately and efficiently.
• Successfully delivered on tasks within tight deadlines.
• Putting together documentation to keep track of KPIS.
• Point of escalation for Complaints and Referrals.
• Putting together relevant outbound tasks from specific MI
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Completing daily statistics regarding time keeping, phone stats and outbound tasks.
• Quality monitoring agents to ensure standards are met.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Increased customer satisfaction by resolving issues.

• Working on the Creative Pension Trust Helpdesk involved working with clients via telephone and email.
• All client queries were answered via telephone call or email.
• These client issues could range from the setting up of auto enrolment, the auto enrolment guidelines and rules, employer queries regarding their contributions/opt outs and any other support queries that may come up.
• Within my role as a Senior Helpdesk Operator, I took ownership over several of the companies we work with.
• Documented daily operations accurately, assisting in record keeping.

• Handled sensitive member data confidentially, respecting privacy laws and regulations at all times.
• Maintained accurate data in the system for smooth pension administration processes.
• Provided excellent customer service to pensioners whilst resolving their concerns and queries.

• Maintained detailed client records in an in-house pension system and amending this on strict time frame
• Utilised clear communication skills to advise clients of policy, fund, and benefit details
• Efficiently and politely answered customer queries by telephone, mail, and email within Service Level Agreements