Member Services Manager

Job Category : Financial

Location : County Hall – Main, Wiltshire Council

Hours Per Week : 37.00

Start Date : Immediate Start

Start Time :08:00

End Time :17:30

Base Salary :£52,759.00

To provide leadership to the benefits administration team to ensure that a responsive, efficient, innovative, customer led service is provided to all scheme members and employers.

Manager job family overview:

For the lower grades it is the expectation that the role will be to support remote team working and

management is for the day to day responsibilities of the team.

For the higher grades full accountability of all elements of management of a team of staff including

accountability for quality and quantity of work.

This includes, but is not limited to the following:

• The team is competent, effective and motivated

• Work is effectively delegated and delivered to the required standards

• Appraisals are undertaken for all staff within the team

• Effective team meetings and one to one meetings take place regularly

• Recruitment, induction, development, employee relations and all HR processes and

planning are completed to the required standards and timescales

To provide leadership to the benefits administration team to ensure that a responsive, efficient,

innovative, customer led service is provided to all scheme members and employers.

To manage the benefits team to ensure a high-quality service is provided to all its Members and

employer bodies. Support the team in developing their understanding of the rules of the pension

schemes they administer, as well as wider pension related legislation and guidance. Provide advice

and expertise for all non-standard members’ queries that require escalation to ensure they are

resolved in a timely manner and that the service targets outlined in the Fund’s Administration

Strategy are met.

The post will also be part of the management team to ensure the service is developed to meet the

changing legislation requirements and to provide support to Fund projects.

To manage the benefits team to ensure a high-quality service is provided to all its Members and employer bodies. Support the team in developing their understanding of the rules of the pension schemes they administer, as well as wider pension related legislation and guidance. Provide advice and expertise for all non-standard members’ queries that require escalation to ensure they are resolved in a timely manner and that the service targets outlined in the Fund’s Administration Strategy are met.

Degree level qualification or evidence of equivalent experience, knowledge and skills gained

in similar roles

• CIPP Foundation Degree in Pensions Administration and Management/PMI Diploma qualified

or equivalent

• Minimum of 5 years’ experience administering a large final salary pension scheme

• Proven experience in managing a team

• Significant experience of computerised pension systems, in particular the Altair platform used

by the Council

• Significant experience on reviewing and implementing changes to systems and working

practices in a complex environment.

• Extensive knowledge of Local Government Pension Scheme regulations (past and present)

and strong knowledge of Finance Acts, Pension Acts, Disclosure legislation and other related

legislation

• Significant knowledge and understanding of government policy in relation to the LGPS and

wider pension related issues, and the ability to communicate this to the pension team, elected

members, employees and employers.

• Sound numerical skills

• Excellent inter-personal & communication skills

• Ability to develop sound Fund policies in relation to the LGPS and related legislation and to

communicate these effectively throughout the Council and to scheme employers and

employees

• Ability to analyse complex problems or risks and take informed decisions or make

recommendations to the Head of Pensions Administration and Relations

• Ability to interpret and explain complex legislation in simple terms to a varied audience and

incorporate into working practices

• Able to work quickly and accurately in a pressurised environment

• Good organisational skills

• Able to demonstrate an innovative and pro-active approach to work

• Demonstrates the ability to manage and supervise a team effectively

• Excellent ICT skills on Microsoft Office products, including Outlook, Word, and EXCEL

• Diplomatic and sensitive approach matched with a suitable level of assertiveness

• Strong customer focus

• Evidence of commitment, enthusiasm and self-motivation

The post will also be part of the management team to ensure the service is developed to meet the changing legislation requirements and to provide support to Fund projects.

Full accountability for a team of staff including; managing performance, monitoring quality and

quantity of work; disciplinary matters; employee wellbeing; training and development

Indicative

qualifications

Degree in relevant profession, or equivalent experience/skills

Licence / certificate / qualification required for the role

ITQ 2 or equivalent ICT skills and abilities, demonstrating significant experience in IT systems.

Level 4 in management or equivalent experience

Knowledge and

Skills Experience of managing, motivating and developing a diverse team of staff

Experience of managing staffing budgets

Significant relevant professional experience post qualification in a similar work environment.

Expert knowledge of relevant policy, systems, work practices, professional guidelines,

legislation and a good understanding of emerging developments in the area of specialism.

Excellent ICT skills including use of Microsoft applications and specialist systems

Excellent organisational skills and the ability to prioritise workloads of a team to achieve

deadlines

Thorough knowledge of other areas of the authority relevant to the service.

Ability to interpret and analyse statistical and numerical data, drawing conclusions from the data

to inform decision making.

Experience of defining and developing systems, policies, procedures and / or practices.

Experienced project manager with a good understanding of project management methodologies

and systems.

Excellent time management skills to manage a complex workload prioritise and set deadlines.

Transformation management skills to advise on process flow, removal of waste and duplication

within and across service areas.

Ability to produce business focussed, user friendly reports, policy and project documents where

appropriate.

Authority and credibility to build relationships and engage successfully with colleagues,customers and partners