Mae Trac yn falch o bweru recriwtio ar gyfer
NHS Business Services Authority
Gwybodaeth
The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.
The NHSBSA will not normally re-engage a former employee in any capacity including in a self-employed/consultancy capacity; through an agency; in a temporary or permanent post or to a supply list, for a period of 12 months after the redundancy date.
NHS Workforce Retirement Services Performance Manager
Closed for applications on: 18-Rhag-2024 00:00
Statws y swydd wag: Closed
Closed for applications on: 18-Rhag-2024 00:00
Manylion allweddol
Lleoliad
- Gwefan
- Flexible Hybrid working with regular travel to sites in Fleetwood, Middlebrook and Newcastle
- Tref
- Lancashire
- Cod post
- FY7 8LG
- Major / Minor Region
- Tyne a Wear
Math o gontract a phatrwm gwaith
- Contract
- Secondiad: 12 mis
- Oriau
- Llawnamser - 37.5 awr yr wythnos
Cyflog
- Cyflog
- £62,215 - £72,293 per annum
- Cyfnod cyflog
- Yn flynyddol
- Gradd
- (NHS AfC: Band 8b)
Arbenigedd
- Prif leoliad
- Performance Manager
Trosolwg o'r swydd
Are you an experienced leader in managing high-performing operational areas, particularly with extensive knowledge of NHS Pensions and change management? If so, this role could be perfect for you!
As the Performance Manager for NHS Retirement Services, you will have the opportunity to lead the operational delivery of Europe's largest centrally administered public sector pension scheme.
Supported by the Head of Service, you will lead on the end-to-end customer journey, ensuring exceptional customer service through a high-performing operational workforce. Your expertise in people leadership will be crucial in developing, transforming, and engaging the workforce.
As a key member of the Senior Management Team, you will report directly to the Head of Service and collaborate with internal and external stakeholders, ensuring seamless service delivery for our customers.
With a focus on continuous improvement, you will lead the establishment and implementation of administration systems that meet the scheme service requirements. This includes driving the digitization of services to transform the customer experience.
We offer a range of benefits including 27 days of leave (Increases with length of service) and 8 bank holidays, career development opportunities, an active wellbeing and inclusion network, an excellent pension scheme, access to the NHS Car lease scheme, and various high street discounts.
Fleetwood based, with some remote working and occasional travel.
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- Leads on operational strategy, transformation and operational business planning processes to ensure that the services continue to develop to meet customer, client, and stakeholder requirements.
- Using extensive and highly developed knowledge of pensions policy, service delivery and political sensitivities, to ensure communication from operations is consistent, accurate and appropriate.
- Development of all KPIs and internal performance measures, as well as ensuring that the services meets these metrics.
- A passionate and compassionate people leader, who will strive to provide the best working environment possible, championing and supporting staff to develop themselves to high standards, while maintaining an excellent work-life balance.
- A passionate advocate of delivering the best customer service possible. This passion should be infectious and create a creative environment where we can find new and innovative ways to improve the experience people have of our service.
- Acts as a catalyst for change and innovation, taking ownership of business changes and integrating them as required. This includes implementation of new business processes to embed the change, ensuring project deliverables from the change environment are integrated into Service Delivery with all the appropriate and documented handover.
Gweithio i'n sefydliad
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Swydd-ddisgrifiad a phrif gyfrifoldebau manwl
The NHS Pension Scheme is the largest centrally administered public sector pension scheme in Europe. The Scheme is open to any NHS worker aged between 16 and 75 who are directly employed by the NHS, and the NHS Business Services Authority (NHSBSA) administer the Scheme for England and Wales. The Scheme administration incudes: Calculation of benefits, Collection of contributions from employers, Maintenance of member records and payment of benefits. We also work closely with NHS employers who are required to: Comply with Scheme Regulations, Explain the Scheme to their employees, Submit pension data to the NHSBSA. A significant number of employers also calculate pensions benefit estimates for their employees
The NHS Workforce Retirement Service manages around 190,000 customer contacts and transactions per month, and we pay and receive over £30 billion per year (Contributions and payments do not come under the remit of the Performance Manager, but this helps demonstrate the scale of the service).
This role is a key part of the NHS Workforce Retirement Services (NHSWRS), Senior Management Team (SMT). Reporting directly to the Head of NHSWRS, the Performance Manager will be responsible for all operational performance of NHSWRS which includes the NHS Pension Scheme for England and Wales, as well any additional NHSWRS services.
As an SMT member of NHSWRS, it is expected that the Performance Manager works collaboratively with other members of the SMT, internal business partners/stakeholders, and external stakeholders to promote and achieve the NHSWRS strategic ambitions. The post holder is to maintain a focus on providing exceptional customer experience, while developing an engaged workforce with attention to wellbeing and maintaining value for money from the service.
The role requires strong leadership of operational teams, both within the Performance Manager’s hierarchy and by working through an internal Shared Service (Customer Contact Centre) that delivers telephony and email services on behalf of NHSWRS.
The Performance Manager, supported by the head of Service, will lead on the development, implementation, and establishment of suitable administration systems to meet scheme service requirements. This will include taking a senior lead on digitising the services to transform the customer experience via modern fit for purpose, self-service products.
The Performance Manager will continually develop an effective operational structure and build robust business planning methodologies to ensure there is always enough capacity to meet demand without any degradation in service.
The role will be responsible for maximise staff utilisation and to ensure we have a high performing workforce. This will require exceptional collaboration with the operational managers and the performance management team which the post holder will develop alongside the Implementation Manager.
For further information about the role responsibilities, please see attached Job Description and Person Specification.
#LI-DNI
Manyleb y person
Qualifications
Meini prawf hanfodol
- Degree level or equivalent qualification or significant relevant experience
- Significant relevant management experience
Meini prawf dymunol
- Professional or post graduate qualification in relevant field e.g. management or business
Personal Qualities, Knowledge and Skills
Meini prawf hanfodol
- Excellent verbal and written communication skills
- Ability to work autonomously, taking decisions and actions in line with strategic aims and objectives
- Ability to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues
- Ability to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation and comparison of a range of options
- Ability to interpret regulations and influence development of policy
- Strategic management, leadership and motivational skills, encouraging ownership and effective working relationships
- Ability to handle highly sensitive or confidential information. Strong skills of tact and diplomacy
- Excellent presentation skills needed for presentation to large groups and different audiences
- Comfortable working with conflicting priorities and able to focus on multiple priorities at the same time
- Comprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience
- Creating reports, business cases and options appraisals
- Well organised and able to work to tight deadlines, prioritising tasks and working on own initiative
- Driving and managing change. Analysing and assessing how it impacts people and implementing plans to ensure people have the tools and understanding needed to adapt to brings
- Proven contribution for high-level decision making
- Significant understanding of workflow management systems and prioritising work across multiple workstreams
Meini prawf dymunol
- In depth knowledge of the pension schemes and key stakeholder groups
- Knowledge of Quality Management Systems
Experience
Meini prawf hanfodol
- Significant broad relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet
- Proven delivery of process and performance improvements within high impact service delivery at scale and pace
- Significant experience of building productive and collaborative working relationships with internal and external stakeholders and clients in order to arrive at mutually acceptable solutions to business issues
- Breadth of experience across a number of people management and employee relations activities with awareness of financial, legal and organisational impact
- Significant experience of managing large budgets, understanding financial impact and influencing budget setting and business planning
- Experience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure
- Significant experience in decision making at a senior management level
- Experience in successful change management principles in an administration environment
- Experience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof
- Measuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels
- Experience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve
- Lead on delivery of complex long-term projects with a good understanding of project management techniques
- Taking the lead for fraud and risk management, and business continuity planning
Meini prawf dymunol
- Experience implementing Lean Systems Thinking principles or similar
- Customer Service qualifications
- Project management qualification demonstrable experience
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Melanie Crawford
- Teitl y swydd
- Performance Manager NHS Jobs
- Cyfeiriad ebost
- [email protected]
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