To play a key role in creating real improvements in quality and productivity within our Pensions. There are a number of opportunities across NHS Pensions. The post holder will manage operational teams and successfully introduce and manage change by providing clear leadership and demonstrating flexibility and resilience.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours)
Flexi time
Hybrid working model (we are currently working largely remotely)
Active wellbeing and inclusion networks
NHS Car lease scheme
Access to a wide range of benefits and high street discounts!
Main duties of the job
Working as part of a diverse team, our Service Delivery Managers will be responsible for ensuring we meet all operational and service objectives, and that they are delivered on time and within budget.
Working with colleagues at all levels across Retirement Services and wider Workforce Services to ensure that all operational and service objectives are delivered on time and meet the customers' expectations. Accountable for making sure KPIs are achieved, and high-quality services delivered to customers.
Provide clear leadership to direct reports, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner, playing a key role in creating sustainable improvements in cost, performance efficiency and service delivery.
Detailed job description and main responsibilities
The work of the teams is complex, sensitive and fast-paced and Service Delivery Managers will be responsible for delivering a high-profile, evolving service that continuously adapts to fit our strategic and operational goals.
In this role, you are accountable for:
1. Managing the performance of Team Managers to deliver a variety of Pensions Administration tasks and services.
2. Overseeing Team Managers' personal development and procedural training, providing coaching and guidance on management issues while ensuring line managers remain empowered.
3. Creating and managing the delivery of operational objectives through effective performance management of individuals at all levels.
4. Creating an environment where all individuals contribute to results by seeing continuous improvement as part of their role.
5. Day-to-day responsibility for achieving all KPIs and statutory targets, resolving issues to remove delays within our control.
6. Working closely with the Forecasting / Planning and MI team to ensure a good understanding of delivering short and long-term plans.
7. Ensuring the teams operate fully within the NHS Pensions Quality framework.
8. Demonstrating and promoting collaborative working within a matrix management framework.
9. Working with various key stakeholders to manage expectations for delivery of change programmes.
10. Being a catalyst for change and innovation, planning and implementing successful transition programmes.
11. Taking an active role in project and programme boards to ensure achievement of key project milestones.
12. Contributing to transformational change programmes, improving customer experience and taxpayer value.
13. Taking ownership for resolving difficult and contentious issues with customers and stakeholders.
14. Demonstrating and promoting best practice in public service ethical standards.
15. Supporting delegated budget management as required.
16. Living the values and behaviours that respect individual dignity and diversity.
17. Participating in wider organisation activities where own strengths may be utilised.
18. Being accountable for own personal development plan.
19. Deputising as required in the absence of your line manager.
Person specification
Qualifications
* Supervisory or Management qualification NVQ level 4 or above, or equivalent qualification or work-based experience.
* Or Degree in relevant discipline
* Professional or post-graduate qualification in relevant field e.g. management of business
Experience
* Broad relevant management experience in a back-office environment.
* Proven results for strong performance management skills.
* Proven delivery of performance improvements or staff engagement initiatives.
* Experience of conducting large team briefings and running management team meetings that drive change and improvements.
* Experience of resource management, managing workflow and multiple tasks.
* Proven track record of achieving SLAs/KPIs in a financial/service environment.
* Identifying training and development needs.
* Experience of interviewing and recruitment.
* Experience of change management.
* Working in a customer service focused environment.
* Experience of working with external organisations.
Personal Qualities, Knowledge and Skills
* Computer literate, able to adapt to and analyse data from different systems.
* Able to effectively manage teams that complete complex work tasks.
* Proven leadership and motivation skills.
* Strategic thinking.
* Committed to continuous improvement.
* Excellent organisational, inter-personal and communication skills.
* Ability to handle telephone queries effectively.
* Flexible and adaptable.
* Proven time and self-management skills.
* Ability to quickly assimilate technical instructions.
* Knowledge of improvement techniques and methods.
* Knowledge of Quality Management Systems.
* Report Writing.
The NHSBSA is passionate about creating a diverse and inclusive organisation. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group.
We are committed to being a flexible employer and will endeavour to offer a working pattern that suits you wherever possible.
#J-18808-Ljbffr