In this role, you are accountable for: 1. Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting onprogress of such objectives at regular one to one meetings.2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivatedthroughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service deliveryprocesses from colleague and customer feedback.4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personalcontribution.5. Contributing towards the preparation of accurate and valid production plans.6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational financeand contact centre.8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing availablesystems to make informed decisions about workload planning, trend analysis and workflow issues.9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resourcerequirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.10.Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets,monitoring and evaluating achievement of same, providing team members with timely constructive feedback.11.Carry out regular one to one reviews with team members in line with the performance management framework.12.Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve thecompetence and ability of individuals to meet performance standards.13.Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide anexcellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.14.Making effective and timely use of all relevant HR policies to support performance management, absence management, andimplement policies in accordance with the values and behaviours promoted by the organisation.15.Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business toco-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.16.Support the investigation processes for the wider business areas upon successful completion of the disciplinary process inaccordance with HR policy, as required.17.Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommendingimprovement opportunities via Management Review which aid the development of colleagues.18.With the support of the line manager, implement any process improvement initiatives. As part of the implementation processquantify and report on the success (or otherwise) of these to the Senior Management Team19.Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings andcommunications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to proceduresand systems are implemented.20.Being an authorised signatory for teams overtime sheets and travel expenses.21.Being observant to health and safety requirements and ensuring staff comply with published guidelines.22.Being responsible for the security of documents, information and equipment under their control and undertaking all duties with dueregards to the terms of the Data Protection Act.23.Undertaking such other duties as may be required commensurate with pay band and experience.