Member Services Lead (Hybrid or Remote with Travel to Preston)
Hybrid Working with 2 days in Preston, Lancashire or Remote with Travel will be considered for candidates living 50+ miles from our offices in Preston.
A glance at the role and LPPA:
Our Member Services Lead role combines technical experience of the LGPS, Police or Firefighters pension schemes and service delivery experience, to deliver a market-leading pensions administration service.
The role holder will be responsible for ensuring client SLAs are delivered, staff are developed, and that member service is key to everything we do.
The role holder will lead, motivate and inspire the administration team, whilst working closely with the Head of Member Services to ensure LPPA provide value to our stakeholders.
This is a fantastic opportunity to join our fast-paced, collaborative and customer-focused business. You will join a friendly, welcoming and sociable work culture where there are many opportunities for continuous personal and professional development, where you will be supported to reach your full potential.
A bit about us:
Local Pensions Partnership Administration (LPPA) is a multi-award-winning organisation and one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 1,500 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.
What we can offer you:
- Attractive salary of circa £90k DOE and inclusion in annual bonus scheme.
- 30 days’ holiday, plus bank holidays. 2 concessionary days and 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.
- Access to Health or Dental plan.
- 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 we can offer you:
- Competitive salary £65k-£70k DOE + inclusion in annual bonus scheme.
- 30 days’ holiday, plus bank holidays and 2 additional 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 Health or Dental Plan.
- Access to our Enhanced Employee Assistance Programme for when you might need some support.
- 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 City Centre.
What you’ll be doing:
- Ensure your team of circa 40 administrators and people managers operate effectively to deliver a high-quality service
- Lead by example by setting consistently high standards in every area of administration
- Support the completion of change projects, testing and audit activity
- Inspire staff to develop and meet their career goals
- Liaise with the Head of Planning & Insights to understand how macro factors can impact demand
- Ensure work allocation is effective and cases are processed efficiently
- Enhance the member experience, ensuring members are kept up to date with case progress
- Monitor performance against the forecast daily with the aim of clearing all due work with no backlog carry over
- Re-prioritise as needed throughout the working day to ensure targets are achieved and delivered
- Prepare regular MI, showing the forecast vs actual performance and explain differentials
- Review and improve current processes, systems and ways of working to ensure they are fit for the future
- Continually review and challenge processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency
- Demonstrate a strong understanding of regulatory requirements within Local Government, Fire and Police pension schemes, ensuring all regulatory and disclosure deadlines are met
- Input into LPPA risk register and, where appropriate, act as risk owner on data risks, helping define the risk appetite on the level of monitoring and compliance risks.
- Be pro-active in identifying and embedding ways for reduction in the number of complaints, data breaches and errors
- Forward plan resource requirements to support Value Added Business (VAB) activity as required with the Commercial team
- Attend client meetings and present at the Pension Board / Pension Committee meeting as required
- Consistently achieve member and employee satisfaction scores
- Demonstrate reduction in the number of complaints, data breaches and errors
What we need from you:
- Previous management / senior management experience (minimum 5 years)
- Experience of Local Government Pensions Administration (minimum 5 years)
- Experience of leading, managing and driving the performance of others (30+ direct / indirect reports)
- Experience of client relationship management
- Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes
- Experience managing change in a fast-paced and agile environment
- Ability to interpret and use complex data
- Ability to review and improve end-to-end processes
- Displaying 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
Working with and upholding our values:
- Working together
- Committed to excellence
- Doing the right thing
- Forward thinking
