“If you really get into it, pensions are incredibly interesting.”

Who are the people who consciously choose to work in the pension sector? What do they do every day to arrange your pension? And what do they enjoy so much about their work? In the series “The people behind your pension,” we take you behind the scenes. This time: Cindy Hursel is head of Quality Management at the Pensioen van Straks program. This program ensures that the transition of pension fund clients to the new pension system runs smoothly.

Cindy, what does a Head of Quality Management do?

"I always joke that it could mean anything or nothing. Because, yes, anyone can say they're working on quality. The bottom line is that our team forms an extra line within the Pensioen van Straks program. The first line is the program itself. Then there is a second and third line with risk, compliance, and audit. KPMG is the fourth line. We help as an extra line to achieve risk management. We provide support in explaining and proving how APG ensures the right quality and control for the pension funds during this transition.”

So your position was created out of a need? It didn't exist before?

“That's right. Before this, I worked for eight years in APG's Risk & Compliance department, where I held various risk-related positions. Just over two years ago, I moved to the Pensioen van Straks program, where an implementation and operationalization issue had arisen in the area of quality, risk, and control.”

You previously worked as a chartered accountant in the SME sector. Why did you want to work at APG?

“Because I was attracted to the job at APG in terms of content. Its depth, but also the pragmatism with which you can apply risk management. At SMEs, I performed external audit checks at medium-sized to large SME entrepreneurs. A completely different ball game. Usually, there was no time to really get to know a company and implement things.

At APG, I was also attracted by the social relevance, even though that sounds a bit cliché. I know that pensions are not a sexy topic for most people. But if you delve into it, it's really interesting! We manage so much data about people and their pension capital that you want to keep the risks as low as possible."

Did you know much about pensions when you applied for this job?

Laughing: "Absolutely nothing. I could barely spell the word ‘pension’. But I don't think it matters too much in my field if you don't know much about it at first. What matters is that you are critical and ask the right questions. You need to want to understand the bigger picture, be able to analyze where things could go wrong, weigh up the risks, and dare to make a decision. If you have those qualities, you'll naturally master the subject matter. Dealing with uncertainty, decisiveness: I really learned that in the SME sector. I sometimes joke that the average APG employee could use a bit of an SME mentality."

More practical thinking, you mean?

"Yes, we should perhaps reason less on the basis of theoretical models and methodologies, and more on the basis of a critical attitude and pragmatic applications. It may sound a bit strange coming from a risk manager, but we could take a little more risk now and then. I am in favor of a well-thought-out plan of action, but then you have to move on to operationalization. And dare to take responsibility for that: this is good, I can explain this. Of course, you also have to be flexible and remain willing to refine things. Because you can sometimes be wrong. But you can't foresee every possible question, problem, or risk in advance. You can never completely eliminate uncertainty, even with twenty extra checks. That's just the honest truth."

Two of the eight pension funds that APG works for have now switched to the new pension rules. What have you learned from this huge, labor-intensive process?

“That you need to ask for help in good time if you encounter any problems. Don’t wait until you have your back against the wall, because then you have to rush and scramble. Personally, I’m someone who thinks: it’s my responsibility, so I have to solve it. But if you discuss problems proactively, there are always people willing to help you. And the second important lesson is: take time to reflect. Take a step back and look at developments from a distance, see what needs to be done. That prevents you from discovering issues too late. Actually, I should turn it around: if you reflect regularly, you can also ask for help in good time."

You work full-time and have two children. How do you balance work and private life?

"I usually work three, sometimes four days a week at the office. On Wednesdays, I always work from home because my children are off school in the afternoon. My husband is home with them every Monday after school. And they go to after-school care two days a week. When I accepted this job, I knew it would take up a lot of time, that forty hours a week wouldn't be enough. I have to travel more and work two evenings a week anyway. My husband and I discussed this thoroughly beforehand: is this what we want? And how are we going to organize it? I am lucky that my children are already quite independent. My son is in eighth grade and my daughter is in sixth grade. If they were still very young, this would not have been possible."

The last pension fund will not switch to the new system until 2028. That means at least three more hectic years?

“It’s hard work, but we’re doing it for a good cause. That’s motivating. At APG, we’re running a marathon at sprint speed. That’s why it’s important to keep an eye on each other and make sure there’s time for fun things too. Work hard, play hard.”

And how do you relax?

"My children keep my life in balance. I really enjoy my work; it gives me a lot of energy. But I know myself: if I didn't have children, I might work even more. They help me put things into perspective. They have hobbies and play soccer. I think it's important and fun to volunteer at their club. I go to Zumba myself. I'm terrible at it, but who cares? It's just fun. I also meet up with friends regularly."

Do you ever think about the next step in your career?

“My motto in life is simple: I do things I enjoy. I was good at economics in high school, so I went on to study business economics. That's how I ended up becoming a certified public accountant. I'm not much of a career planner; I always think that if you do something you enjoy, you'll become good at it. The people around you will see that too. And then a new opportunity will present itself.”