News / 01 Mar 2022

Administration Provider of the Year Award – a Q&A

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The Pensions Age Awards are a celebration of excellence within the UK Pensions Industry, rewarding both pension schemes and pensions providers that have proven themselves worthy of the recognition in these increasingly challenging economic times.

We are proud to say that we were recognised as ‘Administration Provider of the Year’ this year at the Pensions Age Awards. We caught up with Head of Administration, Girish Menezes, to ask him what an award win like this means for him and the wider pensions administration team.

What made you decide to enter the Pensions Age Awards?

The Premier Administration team goes above and beyond to deliver the highest quality service to members and Trustees. We believe that the least we can do is recognise their achievements via an industry award.

What were the key points of from the Administration Provider of the Year submission?

We have historically focussed on our outstanding SLA’s and member service by the team, as well as the technology that sits around this service. This year we decided to focus on our employees themselves, their engagement, enthusiasm and their laser-like focus on members. This has meant over delivering against all benchmarks through the pandemic.

How did putting employees first result in better customer outcomes?

Premier believes that putting employees first is central to business success. Employees come into work wanting to do a good job. Empowering and supporting them ensures that interests are aligned and they feel empowered to deliver high quality member outcomes.

How did you keep team morale up during the challenges of the pandemic and remote working?

Premier invested heavily in our employees during the pandemic. Constantly communicating with them to ensure that they always had what they needed. We regularly organised virtual events such as kid’s bingo, yoga classes, personal training sessions and cooking sessions. We also created events which encouraged employees to go outdoors, such as outdoor photography competitions, a Strava challenge and more. We invested in a Wellbeing company which organised talks, training and a mental help App. We consistently reinvented employee support to keep it fresh.

What do you think sets you apart from the other Administration Provider of the Year entrants?

Premier believes in continuous improvement and consistently reinventing our proposition for our employees, members and Trustees. Our multi-award winning history hopefully reflects the judges’ recognition of our constant striving to be the best in the business.

What are you and the team going to do to celebrate?

We will be buying pizzas for the entire administration team for lunch this Tuesday. We also still have our Christmas party to look forward to later on in the month.

What does it mean to you and the team to be named Administration Provider of the Year?

Winning the award is a great reflection of what our team delivers day in and day out. Pension Administration is a deeply gratifying, but unsung profession. We enable people to save for retirement and then ensure that their pensions are paid years into the future. We deal with people at their most vulnerable, at retirement, in sickness and on a bereavement. It is a difficult job and we need to find opportunities to celebrate what we do.

What are your plans for the Premier Pensions Admin business in 2022?

We are excited about being acquired by Isio. We will now be a £100m business and the seventh largest EBC in the country. This gives us deep pockets to invest in our people, platforms and processes. Our clients can expect exciting things from us in the near future.

To conclude…

By putting our employees first, we ensured high employee engagement rates and we believe this translated into better outcomes for our Trustee clients and their members. The stats echo this belief too, with an employee engagement rate of 91% (as measured by People Metric), SLA delivery rate of 99% and a 9.2 out of 10-member satisfaction score.