Quality and Client Relationship Management (CRM)

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To embed a quality management approach into the development and delivery of a customer service-oriented pensions management provision. To identify key stakeholders and to build, manage and maintain relationships both internally and externally in order to improve continually on products and services delivered and encourage innovation.

This functional area comprises the following technical competences:

Quality Management
Client Relationship Management (CRM)

Quality Management

Support

Follows working practices and develops effective working relationships with colleagues and/or customers

Meets quality standards in their area of work

Suggests improvements and reports issues and shortfalls in meeting quality standards

Relevant qualifications:

Award in Pension Essentials

Supervisor

Supervises the delivery of pensions products and services that meet or exceed performance requirements and quality standards

Promotes the concepts of quality and performance measurement to team members and provides practical interpretations of their requirements

Explains to staff the requirements of quality standards, accreditation schemes and continuous improvement

Relevant qualifications:

Manager

Monitors pensions operational performance to ensure that quality standards and targets are met within budget

Evaluates the role and use of customer feedback and the extent to which improvements could be made to pensions delivery and makes viable recommendations

Encourages innovation and continuous improvement through established feedback channels

Relevant qualifications:

Senior

Establishes a measurement framework for the evaluation of the effectiveness and cost of quality-driven changes in pensions

Evaluates the effectiveness of quality systems and identifies where quality approaches could be adopted in pensions operational activities and working practices

Integrates quality principles into a pensions delivery strategy

Relevant qualifications:

Strategic

Evaluates the scope for integrating quality principles throughout pensions

Embeds quality practices into pensions processes

Fosters a culture of quality across the pensions workforce

Relevant qualifications:

Client Relationship Management (CRM)

Support

Meets agreed standards in pensions activities and makes practical suggestions for improvement

Explains what is meant by ‘client service’ and the behaviours that support it

Meets or exceeds clients’ expectations and builds relationships with clients

Relevant qualifications:

Award in Pension Essentials

Supervisor

Assesses the scope and features of a client-focused pensions service and how this contributes to the achievement of business objectives

Motivates staff and supervises the delivery of client-centric pensions services

Establishes clients’ requirements and levels of satisfaction

Relevant qualifications:

Manager

Evaluates pensions performance against agreed criteria and clients’ quality standards

Analyses pensions processes and procedures and identifies area for improvement in client service

Defines and encourages a client-focused culture and identifies ways of improving client relationships

Relevant qualifications:

Senior

Evaluates the extent to which clients’ expectations are met or exceeded

Manages the implementation of a client service strategy with stakeholder support

Evaluates the effectiveness of client service feedback processes and how these inform areas for improvement

Relevant qualifications:

Strategic

Creates jointly with clients a shared CRM management strategy which aligns with clients’ strategic objectives

Influences the development of a client-focused pensions organisation through the design of systematic client-centric business processes

Develops strategies for improving and measuring the effectiveness of client service and client relationships

Relevant qualifications:

Functional areas

The role of the pension profession

Sector Knowledge
Information and Knowledge Management

Pensions Strategy
Pensions Policy

People Management
Change Management

Product and Service innovation
Managing Product and Service delivery
Benefit Calculation and Delivery
Regulated Retirement Advice
Investment Portfolio Management

Governance and Compliance
Risk Management
Corporate Social Responsibility
Ethics
Sustainability in Pensions

Quality Management
Client Relationship Management (CRM)

Trusteeship

What are technical competences?

The technical competences have been developed in consultation with the industry to reflect the needs and requirements of the profession.

This document sets out the standards; explains how they can be used and by whom and directs readers to sources of information, learning materials and qualifications.

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