Senior Operations Manager

Senior Operations Managers (LGPS Pensions)
Hybrid working & requirement to travel to Preston, Lancashire, with an expectation of a minimum of 4 times per month.
A glance at the role and LPPA:
As we expand our Senior Management team, we are seeking driven, motivational, and inspirational Senior Operations Managers to join us in this newly developed role. This is a senior management role in the Pensions Operations function and, with Senior Operations colleagues, you will be responsible for creating a high performance culture in casework teams, with a focus on providing a first class service to members and managing relationships with pension scheme employers.
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 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 package & salary of circa £65k DOE + Discretionary bonus based on LPPA and individual performance
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions
- 30 days’ Annual Leave plus bank holidays and additional concessionary days, with the ability to buy and sell leave
What you’ll be doing:
- Monitor and drive performance of casework teams within the business unit and be accountable for the overall performance of the unit against agreed KPIs and targets.
- Provide leadership, direction, coaching and support to Operations Managers to enable the effective and efficient performance of their teams.
- Utilise internal systems and MI to manage workloads and plan the resourcing needs of business unit.
- Maintain a focus on continually improving the service to members of the pension schemes & drive business efficiency.
- Liaise with clients / stakeholders to manage expectations and explain delivery of service. This will include attendance at face to face meetings.
- Continually review and challenge ways of working and processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency.
- Maintain a strong understanding of regulatory requirements within Local Government, Fire and Police pension schemes, ensuring all regulatory and disclosure deadlines are met and being aware of any changes in the landscape.
- Support the wider organisation as necessary in the delivery of projects or regulatory changes (such as McCloud and roll out of Pensions Dashboard) whilst maintaining a focus on member-centric engagement and development.
- Input into LPPA risk register and where appropriate, act as risk owner, helping define the risk appetite on level of monitoring and compliance risks.
- Be pro-active in identifying and embedding ways to reduce complaints, data breaches and errors.
- Provide frequent and meaningful insight into service gaps and co-ordinate appropriate service related training, including regular complaints training.
- Work with Operations Director and Head of Operations to regularly review the effectiveness of SLAs, proposing and agreeing changes (including contractual changes) with clients as required.
- Produce regular MI to support the Operations and Commercial Director and Executive Leadership team with insight to aid decision making as well as input into the preparation of the quarterly board reporting and annual budget setting process.
- Attend client meetings and present at Pension Board / Pension Committee meeting as required.
LPPA Leadership Responsibilities
- Maintain and evolve a team organisation structure that is fit for purpose to deliver the relevant business priorities.
- Build and maintain the right capabilities in the team through a combination of internal talent moves/promotions and external recruitment, actively seeking out the value that diversity brings in all its forms.
- Provide clarity on team objectives and respective individual accountabilities across the team. Ensure each person has a current and accurate job description and that processes are appropriately documented.
- Actively coach and inspire, listening with curiosity and building an inclusive environment. Create a culture of giving and receiving timely feedback across the team.
- Sponsor LPPA’s employee engagement and wellbeing programme within own team.
- Role model LPPA values and associated behaviours and demand the same of the team. Identify positive and negative behaviours and set clear expectations around conduct. Have the courageous conversations.
- Engage in manager-led people processes, invest time in individual conversations and complete deliverables within set timeframes.
- Invest time in learning and development including pathways to promotion and role model via self-learning and completion of mandatory learning.
- Recognise and reward high performance and differentiate in line with the performance management framework. Address performance gaps in a timely and decisive manner.
- Senior managers within LPPA are also expected to contribute to the broader leadership of the organisation outside of their immediate team e.g. championing Organisation-wide initiatives, seeking out and giving feedback to peers, coaching and supporting talent and taking shared accountability for the strategic priorities.
What we need from you:
- Extensive management experience – including the management of managers and their teams and experience of leading, managing and driving the performance of large teams.
- Experience of Local Government Pensions Administration
- Experience of client relationship management
- Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes.
- Experience of 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 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.
So, if you’d like to join us as a Senior Operations Managers, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.