Member Services Manager (MA13-1268 Grade M)

Job Description

Job Category : Financial
Location :County Hall – Main, Wiltshire Council
Hours Per Week :37.00
Start Date: Immediate Start
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.

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.

Supervision and/or
Management of
People
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
Creativity and
Innovation
Work on own initiative to manage own activities and the work of the team contributing to longer
term activities / plans for the service area.
Apply professional knowledge and experience to interpret and recommend policy, resolve
complex issues, proactively anticipate problems and deliver solutions which enhance the quality
and efficiency of services.
Responsible for meeting performance standards within a policy framework and regulatory
guidelines. Considerable scope to exercise initiative in taking action – within the boundary of
well-defined policies.
Allocate work to the team monitoring quality and outputs
Proactively manage staffing issues
Research and resolve problems, provide advice and guidance to the team on processes and
procedures
Lead research and development of systems, policies, procedures and / or standards within
specialist area
Analyse data/information to highlight and prioritise issues for further investigation,
recommending solutions where appropriate.