We're looking for a strategic and passionate leader to join us as Head of Pensions Member Services. This is a unique opportunity to lead one of the UK's largest public sector pension schemes, ensuring our members receive the best possible experience. You'll be at the heart of service transformation, helping us deliver excellence and innovation in everything we do.
Interviews are scheduled to take place in person at our Stella House office in Newcastle during the week commencing 1st December. Please note that dates may be subject to change depending on business requirements.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension(23.7% employer contribution)
Main duties of the job
As Head of Pensions Member Services, you'll lead the delivery of high-quality, efficient, and customer-focused pension services. You'll work closely with the Director of NHS Pension Services and senior stakeholders to shape and implement operational strategies that align with our transformation goals.
Your responsibilities will include:
- Leading performance management and service improvement across member services.
- Designing and delivering future-proof operational models.
- Managing relationships with key partners and suppliers.
- Driving a culture of continuous improvement and innovation.
- Ensuring services meet KPIs and deliver excellent member experiences.
- Overseeing planning, budgeting, and risk management.
- Supporting staff development and wellbeing across the service.
You'll be a visible leader, inspiring teams and championing our values to ensure our services evolve to meet the needs of our members and the NHS.
Personal Qualities, Knowledge and Skills
Essential
- Identify and influence different approaches to working practices.
- Encourage innovation in others.
- Significant experience in managing highly complex budgets
- Proactive, with ability to use own initiative.
- Is personally effective, displaying a positive and logical approach to problem solving.
- Ability to manage varied and complex relationships to drive change and continuous improvement. Proven contribution to high level decision making and policy development.
- A flexible approach.
Experience
Essential
- Skilled in leading change, inspiring multi-disciplinary teams to deliver continuous improvement and service excellence.
- Expert in translating strategic initiatives into sustained operational delivery, including technological innovation, process redesign, and policy implementation.
- Experience of contributing to organisational strategy and translating that into service deliverables
- Experience of developing a customer focused, quality driven culture.
- Experience in managing change and being a catalyst and leader in a changing environment harnessing others to embrace transformation.
- Previous experience working at a Head of Service or equivalent senior level role.
- Significant experience balancing digital and non-digital service delivery.
- Experience of business planning and managing key performance indicators.
- Proven ability to lead cultural and organisational change across multi-disciplinary services, embedding lasting improvements and aligning with strategic priorities
Desirable
- Experience of working at a senior level with large-scale pension schemes, including public sector pension schemes, large corporate pension funds, or multi-employer schemes.
- Extensive experience implementing change and transformation within regulated environments, ensuring compliance while delivering operational improvements.
- The postholder will be recognised as a national expert in pensions service delivery, with deep subject expertise to deliver improvements in public sector related pensions, digital transformation, and regulatory compliance.
Qualifications
Essential
- Educated to Degree level in relevant field and/or equivalent experience
Desirable
- Master's degree in relevant discipline such as a Master's in Public Policy or Administration or equivalent experience.
- Qualifications in service and risk management, such as Management of Risk Practitioner and ITIL.
- Evidence of continuous professional development.
Personal Qualities, Knowledge and Skills
Essential
- Ability to operate at a senior strategic level to lead and drive operational excellence across pension services, expanding existing service lines and developing new, innovative solutions that align with both organisational objectives and the evolving needs of scheme members and stakeholders.
- Strong leadership skills, including an ability to motivate and inspire a diverse workforce, to achieve high performance and continuous improvement. A confident and effective ambassador for the NHSBSA, able to command respect and build trust with colleagues, senior partners, and key stakeholders
- Highly developed leadership skills and team player with good interpersonal skills.
- Highly developed analytical and problem-solving skills, with the ability to interpret complex, multi-layered information and transform it into clear, targeted service improvements
- Strategic thinker with the ability to respond swiftly to complex, high-pressure situations while maintaining focus on operational priorities.
Experience
Essential
- Extensive experience at a senior level in leading large scale high-profile workforce / citizen facing transactional operations. Extensive experience in shaping a customer-focused, quality-driven culture that enhances service delivery.
- Proven track record in senior operational leadership, driving transformation across complex, regulated organisational systems.
- Strong ability to mobilise teams, manage risk, and engage stakeholders to ensure successful transitions and long-term impact.
- Significant leadership experience across multiple service areas, delivering operational excellence and driving integrated and sustainable service improvements.
- Extensive experience motivating and empowering teams to consistently deliver high performance under pressure, achieving KPIs within a regulated environment
