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Pensions Team Manager

  • Location: Central
  • Salary: £30000.00 - £35000.00 per annum
  • Job type: Permanent
  • Sector: Development


Capita Employee Benefits - Role Profile
Role: Pensions Team Manager
Reports to: Service Delivery Manager


Primary purpose of the role: To lead and develop a team that delivers a pensions administration service enabling continual service improvement, whilst ensuring adherence to process and client/compliance standards.
Key responsibilities

  • Leading a team in the delivery of services in line with:
    • Contracted performance targets
    • Quality standards
    • In accordance with legislation, policy conditions, business rules and procedures and within the legislative / regulatory framework (tPR/FCA for example TCF etc)
  • Setting the standards on performance and quality to achieve a first class service.
  • Managing the incoming and outgoing work through use of the active management system.
  • Supporting the Resource Planning processes to ensure that the right people are in the right place at the right time in order to deliver the right service.
  • Identifying barriers to delivery and either engineer ways around them or refer to the Service Delivery Manager with an appropriate recommendation.
  • Identifying and reporting risks and breaches immediately to your line manager and/or the Operational Risk & Compliance Department.
  • Acting as a positive role model for staff exhibiting the level of enthusiasm, commitment and professionalism expected.
  • Providing support to senior management as required, input to Operational reporting and attending meetings with the client and relevant third parties where required.

Key tasks

  • By the end of each day, finalise the allocation of work for the team for the next working day. During each day, regularly review progress and take any corrective steps to ensure all targets are met. If you have planned absence (e.g. holidays, training etc) ensure your daily active management duties are delegated in advance either to a peer or to the Service Delivery Manager.
  • Hold an overview of the team covering the overall level of skills, knowledge and ability and understand staff capabilities to aid their development by agreeing training needs, organise coaching and mentoring to assist staff achieve their full potential.
  • Through interpersonal skills and techniques of feedback, recognition, reward, appreciation and performance management, develop a highly motivational staff environment and visibly demonstrate appreciation for activity, either individual or team, beyond that normally expected.
  • Review the team's delivery against objectives and hold regular one to ones with direct reports, reviewing delivery against objectives and individual staff performance ensuring that all staff are adequately challenged and performance is measured consistently across the team.
  • Hold regular performance review meetings with team members and deal with HR staff issues in a professional, timely fashion, in accordance with Capita guidelines.
  • Ensure each team has an updated training schedule and that sufficient resource is provided to deliver training and wherever possible, link training and role expansion with observed performance using the latter as a reward mechanism.
  • Facilitate and attend documented regular team meetings, encouraging proactive involvement from all participants and update staff and management on relevant issues.
  • Manage complaints in accordance with group policy with a positive attitude, addressing the true root cause and supporting effective corrective action in order to prevent re-occurrence.
  • Contribute towards ad hoc departmental projects and deliverables

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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