Professional Champion - Risk and Controls - Aptia UK Ltd

About Us:

Aptia is a trusted provider of employee benefits and pension administration services, with offices in the U.S. and U.K. supported by shared services in India and Portugal. We manage programs covering over six million people and serving more than 1,100 clients, catering to both B2B purchasers of the administration platform and B2C employees.

With our extensive experience in the industry, we will deliver efficient and reliable solutions that ensure the smooth management of employee benefits programs. Our dedicated team of experts will combine in-depth knowledge with leading technology to simplify the administration process for clients.

We are seeking a talented, experienced Professional Championto join our team and support our growth efforts and client engagements in the benefits administration industry. We value creativity, collaboration, and a passion for excellence.

Why work for Aptia:

Our Vision

We raise the bar in all areas of benefits and pensions administration. No-one will do more to deliver smarter solutions through a combination of technical expertise, intuitive technology and genuine passion for people and our product.

Our People

Aptia is truly a people business, and our greatest differentiator is our client-centric and technically adept team. We will continue investing in our teams to further unleash potential and continue to ensure our business is structured around our clients and their needs.

Our Culture

We invest in our colleagues from day one. Colleagues are the heart of our business, and we will foster an inclusive environment, full of opportunities to learn, grow and ensure we continue to respond to our clients’ needs.

Our Values

We are specialists. We’ll focus solely on benefits and pensions administration, develop the best talent and deliver smarter solutions to the most complex of challenges.

We are responsive. We never stand still and constantly simplify the administration process, enabling better decision making and faster resolutions.

We are thoughtful. Our people genuinely care about clients and the end-users of our products. They do more to understand their needs, think their way around challenges and go the extra mile to exceed expectations in every area of the business.

The role holder will have a focus on improving a Client / Participant experience following a service failure. The role holder will be responsible for the resolution of Streamlined Error Handling & Resolution (SHR) errors by providing advice and guidance to the operational teams to ensure appropriate analysis is performed prior to pursuing the corrective action and ensuring a commercial solution that optimizes the benefits for our Clients / Participants and Aptia is progressed. Throughout the analysis and settlement phase the role holder should consider the impact of all available options to resolve SHR error while ensuring the proposed corrective action does not create an adverse legal precedent. As required, the role holder will be supported by colleagues from the Aptia legal and compliance teams.

Where significant service failures have occurred that cause the Client to request a root cause analysis; the role holder will manage the review and deliver the findings to the Client. Once the corrective action has been agreed, the role holder is responsibility for implementing and embedding the corrective action. Communication of all corrective action with the Client and / or the Participant is the responsibility of the Operational teams, but the role holder will take ownership to ensure communication is focused on the Client / Participant and is consistent with Aptia standards.

An integral part of the role is to identify operational improvements to reduce Aptia exposure to E&O risk. As part of this activity the role holder will perform risk assessments, identify existing controls and control gaps, develop recommendations to address gaps and negotiate with Operations and Technology teams to influence remediation steps.

Responsibilities

• Ensure appropriate mitigation strategies are pursued by Operational teams, monitoring progress and status on a regular basis.
  
• For more complex issues, develop and maintain a risk mitigation strategy including detailed resolution plans to ensure that all tasks are identified, critical paths and task dependencies are recognized, and resource requirements are identified and organized, including external dependencies as appropriate.
  
• Where the resolution of SHR errors involves a correction project; create and manage a detailed resolution plan; provide updates to Clients where appropriate and prepare all Participant and Client communication to ensure consistency of message. Communications will be issued by the Operational teams.
  
• As a member of the Practice Management team, if the resolution has a recommendation to improve operational processes or Aptia systems, the role holder will follow the current/standard Practice Management process to document and review the proposed change(s) with the appropriate team member. Once the improvement has been agreed ensure the request is submitted via the Aptia change process. When the solution is available, facilitate the operational testing and training to ensure the change is successfully implemented and the change is sustained by the Operational teams.
  
• As required, accompany colleagues at Client meetings, to discuss the progress on SHR errors and their resolution. Ensure all material has been prepared in advance and peer reviewed by a Practice Management team member.
  
• Ensure compliance with Aptia’s standard processes and SOC 1 / SOC 2 control activities.
  
• Facilitate coordination of responses and handling of Executive and BBB escalations across Operational teams.
  
• Provide summaries of escalation resolution to involved parties.
  
• Develop meaningful trending and reporting to be distributed to management regularly.
  
• Be flexible and adaptable to work demands as advised by the team manager.

Skills and Qualifications

• Relevant experience in checking and peer review
• Demonstrable skills for working with Clients and interacting with Participants.
• Advanced knowledge of COBRA and related regulations, Spending accounts (i.e., HSA, HRA, FSA) along with the ability to conceptualize potential risks.
• Ability to influence peers and senior managers
• Ability to provide feedback and identify development needs
• Ability to work in a team
• Advanced process knowledge with an analytical aptitude

Employee Benefits at Aptia

We value our employees and strive to create a positive and rewarding work environment. As a member of our team, you can expect the following benefits:

• Competitive Compensation: We offer a competitive salary package that reflects your skills, experience, and contributions.
• Comprehensive Benefits: We provide a comprehensive benefits package, including health insurance, dental and vision coverage, and a retirement savings plan.
• Work-Life Balance: We believe in the importance of work-life balance and offer flexible work arrangements to help you maintain a healthy and fulfilling personal life.
• Professional Development: We support your professional growth and development through training programs, workshops, and opportunities to attend industry conferences.
• Collaborative Culture: We foster a collaborative and inclusive culture where teamwork and open communication are valued. You'll have the opportunity to work with talented professionals and contribute to meaningful projects.
• Employee Recognition: We recognize and appreciate the contributions of our employees through various recognition programs and initiatives.
• Career Growth Opportunities: We are committed to helping our employees grow and advance in their careers. We provide opportunities for advancement and encourage internal mobility.
• Positive Workplace Environment: We strive to create a positive and supportive workplace environment where diversity, inclusion, and respect are celebrated.

How to apply

If you are interested in this role, then we’d love to hear from you! Please go ahead and click apply and to submit your resume with appropriate contact information. We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.