Clwyd Pension Fund administers the Local Government Pension Scheme for employers across North East Wales.
The fund comprises over 50 employers and around 50,000 active, deferred and pensioner members. Clwyd’s mission is to be known as forward-thinking, responsive, proactive and professional, providing excellent customer-focused, reputable and credible service to all of their customers.
The fund emphasises the importance of professional development, with a corporate objective to acquire and maintain knowledge and skills to best serve member needs.
Pensions administrators are under increasing pressure with ever-growing legislative complexity and demands. Industry challenges such as GMP reconciliation, poor data quality and rising member expectations place strain at a time when recruiting experienced staff has become increasingly difficult.
Clywd Pension Fund experienced such challenges, placing pressure on the administration team to adapt to increasing demands while undertaking day-to-day processing activities.
TEC, Heywood's Training and Education Centre complements our dedicated classroom and online sessions and provides comprehensive training on all aspects of the Altair system functionality, including benefit calculations, employer calculations, legislation, and periodic processes.
All courses provide an engaging experience and present an easy way to overcome obstacles such as ever-increasing workloads and the requirements associated with complex legislative requirements.
Developed collaboratively with Heywood customers, the Training and Education Centre (TEC) provides flexible, on-demand learning courses.
Solution overview:
Increase and maintain team knowledge to reduce skills shortages and gaps
Reduce the risk of manual error and focus on regulatory commitments
Make robust and informed decisions to manage potential conflicts
Plan training around team schedules and track progress
Reduce induction periods for new team members, encouraging faster productivity
TEC users were able to use modules to refresh knowledge and remind themselves of any new functionality that has been introduced since they last completed these processes.
By completing the tests throughout each module, users gained confidence in their ability to complete these processes. It also highlighted areas that needed more attention.
There are options to download checklists for certain processes which have been highlighted as advantageous.
"TEC has really helped us with training staff members that are new to pensions, LGPS or even just new to Heywood software.
We have been able to set new staff members up on TEC and for their first week they will solely spend at least half of their time completing modules such as ‘Introduction to pensions’, ‘Introduction to the LGPS’ and ‘Introduction to Altair’. This has allowed new employees to receive basic training without having to allocate the time of an experienced staff member for coaching.
New staff will continue to use TEC as they progress to carrying out tasks, to ensure they are utilising all of the system facilities available."
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