Detailed job description and main responsibilities

In this role, you are accountable for:

1. Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on 
progress of such objectives at regular one to one meetings.
2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated 
throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery 
processes from colleague and customer feedback. 
4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal 
contribution. 
5. Contributing towards the preparation of accurate and valid production plans.
6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance 
and contact centre. 
8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available 
systems to make informed decisions about workload planning, trend analysis and workflow issues.
9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource 
requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans. 
10.Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, 
monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
11.Carry out regular one to one reviews with team members in line with the performance management framework.
12.Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the 
competence and ability of individuals to meet performance standards.
13.Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an
excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
14.Making effective and timely use of all relevant HR policies to support performance management, absence management, and 
implement policies in accordance with the values and behaviours promoted by the organisation. 
15.Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to 
co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
16.Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in 
accordance with HR policy, as required.
17.Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending 
improvement opportunities via Management Review which aid the development of colleagues. 
18.With the support of the line manager, implement any process improvement initiatives. As part of the implementation process 
quantify and report on the success (or otherwise) of these to the Senior Management Team 
19.Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and 
communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures 
and systems are implemented.
20.Being an authorised signatory for teams’ overtime sheets and travel expenses.
21.Being observant to health and safety requirements and ensuring staff comply with published guidelines. 
22.Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due 
regards to the terms of the Data Protection Act.
23.Undertaking such other duties as may be required commensurate with pay band and experience.