Hybrid working & requirement to travel to Preston, Lancashire, a minimum of 4 times per month.
A glance at the role and LPPA:
A recent promotion has created the opportunity for a driven, motivational, and inspirational Senior Operations Manager to join our team. Reporting into our new Head of Member Services, this is a senior management role in the Pensions Casework function, and you will be responsible for creating a high-performance culture in your casework teams, with a focus on providing a member-centric service and managing relationships with pension scheme employers.
Shortlisting will take place week commencing 29th September, with interviews to be scheduled from 13th October.
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes.
What we can offer you:
- Attractive salary of circa £65-70K DOE and inclusion in annual bonus scheme.
- 30 days’ holiday, plus bank holidays. 2 concessionary days and a half day for your birthday, with the ability to ‘buy and sell’ leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our Enhanced Employee Assistance Programme for when you or your family might need some support.
- Choice of Health or Dental plan on passing probation.
- The opportunity to earn through our Employee Referral Scheme.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.
- Free Car Parking in Preston Town Centre.
What you’ll be doing:
- Monitor and drive the performance of casework teams within the business unit and be accountable for the overall performance of the unit against agreed KPIs and targets.
- Provide leadership, direction, coaching and support to Operations Managers to enable the effective and efficient performance of their teams.
- Utilise internal systems and MI to manage workloads and plan the resourcing needs of the business unit.
- Maintain a focus on continually improving the service to members of the pension schemes & drive business efficiency.
- Liaise with clients/stakeholders to manage expectations and explain delivery of service. This will include attendance at face-to-face meetings.
- Continually review and challenge ways of working and processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency.
- Maintain a strong understanding of regulatory requirements within LGPS pension schemes, ensuring all regulatory and disclosure deadlines are met and being aware of changes in the landscape.
- Support the wider organisation as necessary in the delivery of projects or regulatory changes.
- Be proactive in identifying and embedding ways to reduce complaints, data breaches and errors.
- Provide frequent and meaningful insight into service gaps and coordinate appropriate service-related training, including regular complaints training.
- Produce regular MI to support the Organisation with insight to aid decision making, as well as input into the preparation of the quarterly board reporting and annual budget setting process.
- Attend client meetings and present at Pension Board / Pension Committee meetings as required.
LPPA Leadership Responsibilities
- Maintain and evolve a team organisation structure that is fit for purpose to deliver the relevant business priorities.
- Build and maintain the right capabilities in the team through a combination of internal talent moves/promotions and external recruitment, actively seeking out the value that diversity brings in all its forms.
- Provide clarity on team objectives and respective individual accountabilities across the team.
- Actively coach and inspire, listening with curiosity and building an inclusive environment. Create a culture of giving and receiving timely feedback across the team.
- Role model LPPA values and associated behaviours and demand the same of the team. Identify positive and negative behaviours and set clear expectations around conduct. Have the courageous conversations.
- Engage in manager-led people processes, invest time in individual conversations and complete deliverables within set timeframes.
- Recognise and reward high performance and differentiate in line with the performance management framework. Address performance gaps in a timely and decisive manner.
- Senior managers within LPPA are also expected to contribute to the broader leadership of the organisation outside of their immediate team.
What we need from you:
- Extensive management experience – including the management of managers and their teams, and experience of leading, managing and driving the performance of large teams.
- Experience of Local Government Pensions Administration.
- Experience of client relationship management.
- Significant stakeholder management experience with proven ability to engage and influence others.
- Experience of managing change in a fast-paced and agile environment.
- The ability to interpret and use complex data.
- The ability to review and improve end-to-end processes.
- Display excellent verbal and written communication skills, be able to use evidence and knowledge to support accurate, expert decisions and provide advice to support LPPA objectives.
- Attention to detail and innovative thinking skills.
- Self-motivated, decisive, with the ability to adapt to change and competing demands.
