Member Services Manager

Job Description

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