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. Supporting Team Managers through personal development and procedural training, providing a second level of support through coaching and guidance on management issues while ensuring line managers remain fully empowered in a supportive environment.
3. Creating and managing the delivery of operational objectives, ensuring effective performance management of individuals at all levels.
4. Leading by example in people management practices and ensuring that Team Managers follow the CARE values.
5. Creating an environment where all individuals contribute to results by seeing continuous improvement as part of their role and providing feedback on suggestions.
6. Day-to-day responsibility for achieving all KPIs and statutory targets, resolving issues to remove delays within our control.
7. Working closely with the Forecasting/Planning and MI team to ensure a good understanding of how to deliver short and long-term plans and instigating corrective actions to ensure customer experience delivery on KPIs.
8. Ensuring teams operate fully within the NHS Pensions Quality framework and adopting a continuous cycle of improvements with full colleague commitment.
9. Demonstrating and promoting collaborative working as a senior manager, ensuring all team objectives and KPIs are achieved regardless of reporting lines.
10. Working with key stakeholders to manage expectations for delivery of change programmes, ensuring clarity on impact, cost, and time required for projects.
11. Being a catalyst for change and innovation, acting as a lead change agent to introduce transitional change positively.
12. Effectively performing key roles or facilitating delegates to inform on projects for client-sponsored change as appropriate.
13. Taking an active role in project and programme boards to ensure the achievement of key change project milestones and mitigate risks.
14. Contributing to transformational change programmes to improve customer experience and taxpayer value.
15. Taking ownership of resolving difficult and contentious issues with customers, clients, and external stakeholders.
16. Demonstrating and promoting best practices in public service ethical standards.
17. Supporting delegated budget management as required.
18. Living the values and behaviours that respect individual dignity, treating everyone fairly, and valuing diversity.
19. Participating in wider organization activities where strengths may be utilized, ensuring full participation if selected.
20. Being accountable for personal development plans to meet current and future management and organizational needs.
21. Deputizing as required in the absence of your line manager.
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