Veterans UK is a part of the Ministry of Defence-Defence Business Services. It is responsible for delivering a range of services that support both serving and ex-service personnel, their families and dependants. These services include the administration of the Armed Forces Pension Scheme, Armed Forces Compensation Schemes, following injury through service and the provision of Welfare Services for those groups. Veterans UK also provides residential and nursing care to former members of the Polish Forces, who served under British command during World War 2.
As an organisation who are proud to serve those who have served their country, we strive to deliver an excellent service for our customers. As one part of the wider Defence Business Services organisation, our mission is ‘To provide critical business services to UK Defence and Security communities. Which enable our customers to focus on strategic defence priorities and maintain national security’.
As we move our business through an exciting period of change and modernisation, we seek to augment our already professional and dedicated leadership team with a new Assistant Head of Pensions delivery. The Armed Forces Pension Scheme is the fourth largest Public Sector pension scheme, with circa 1.2 million members.
This is a pivotal role in our business structure that will make an important contribution to the overall success of the ‘Veterans UK’ core deliverables. A key leadership role with responsibility to guide, motivate and lead a team of circa 25 expert authority staff, who have responsibility for discretionary decision making in respect of the more complex policy driven decisions. In addition, you will be the day to day face of the business, working in partnership with and playing a part in the commercial management of the outsourced core business. Working with our contractor to ensure delivery to our customer is both high in quality and forever improving. Indeed, we sit on the cusp of a transformation programme that will see digitalisation of our services enhance the customer experience to a different level, something you will be central to the delivery of. Also, you will lead the audit and assurance programme that overlays the measurement of the standards of service we set, working with Defence Internal Audit and the National Audit Office to identify gaps in compliance and quality, ensuring these findings are acted upon.
This is an excellent opportunity for someone who understands the ethos of true customer focus and relishes the challenge of how to optimise process engineering, deliver seamlessly complex change and work at pace. This role would suit individuals who have experience of working in partnership across organisational boundaries and management of commercial contracts would be highly desirable. A strength must however be in leadership and an ability to manage multiple issues at any given time. This is a busy and demanding role, yet extremely rewarding.
This opportunity is a gateway to a rewarding, interesting and varied career. Our people are the lifeblood of our organisation. We engage with and respect our employees, investing in their development, recognising and rewarding their achievements.
Duties and Responsibilities
Your primary focus is on the operational delivery of Pensions;
- Management of an authority team who both deliver discretionary decisions on complex issues and ensure policy and legislation is acted upon, instructing the contractor accordingly.
- Act as decision maker in complaints lodged through the Independent Dispute Resolution Process, prior to any Ombudsman consideration.
- Management of a team responsible for both a programme of assurance across Veterans UK business and support audit officials in accessing all areas to carry out audits, acting on their subsequent findings.
- Act as primary liaison point in respect of the commercial contractor for all matters pertaining pensions related issues, negotiating appropriate business priorities and considering requests for commercial waivers where appropriate.
You will be required to engage collaboratively with all key stakeholders across Veterans UK, wider defence, regulatory bodies, external lobby groups, other pension schemes, other government departments and industry representatives.
You must inspire as a leader to instil a culture of continuous improvement and embed an attitude that focusses on enhancing the customer experience.
You will contribute to the improving of the results of the CEM Benchmarking report in respect of both cost and service standards.
You will develop your team through enhancing their skills and exploiting their potential, investing in their career paths, creating opportunities along the way and rewarding with positive recognition accordingly.
You must work as a part of the established Veterans UK management team to further the business of the wider Veterans agenda, develop the change programme through positive collaboration and utilise your skill set to the benefit of the wider business.
Have an ability to think and act strategically, applying sound judgement in an environment where demand and priorities are ever changing.
Lead your team and role-model engaging behaviours, giving clear direction, motivate and encourage to deliver at pace, to quality standards and always put the customer at the front of all your decision making.
Be a highly effective written and oral communicator with an ability to develop effective rapport with colleagues and all key stakeholders at any level.
Have a proven track record of operational delivery in a demanding environment.
Experience of working with commercial partners.
Willingness to undertake Operational Delivery Profession qualification of any chosen level.
Awareness of Veterans issues.
Experience and knowledge of Pensions.
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.
If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.
Closing date: 20 September 2019