Overview

To coordinate delivery of tasks in an efficient manner and ensure that work produced by the team meets defined quality standards, achieved through providing effective leadership, planning and staff development.

Key Accountabilities and main responsibilities

Operational Management

• Deal with enquiries from internal and / or external members and service providers, and co-ordinate responses to achieve objectives.
• Ensuring accreditation of employees is obtained and maintained to agreed limits by continual support and technical training. 
• Participate in on-site client visits and maintain positive working relationships with clients.
• Continuously monitor resource availability so the team can meet member needs and perform services properly.
• Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.
• To identify areas of process improvement and best practice, and to participate in implementation processes.
• Identify, manage, report and action risk or potential risk issues.
• Develop, implement and maintain effective communication strategies to ensure your team members are kept up to date with any changes to procedures, legislation or corporate issues.
• Actively participate in team meetings, staff meetings, management meetings.
• To report to management on a regular basis on issues and outcomes around member service and staffing levels.

People Leadership

• Manage workflows to ensure that service standards are met or exceeded
• Manage team and individual compliance with agreed process/procedures, controls and quality assurance outcomes.
• Provide individual and team performance feedback
• Provide ongoing support, development, training and mentoring to team members
• Manage and participate in staff recruitment as required

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

•  Experienced in pensions Administration 
• People leadership experience
• Experience in coaching and mentoring employees at any level to develop capability
• Ability to communicate at all levels and tailor style to suit various audiences
• Strong organisational and planning skills with the ability to manage conflicting priorities
• Good written and verbal communication skills and attention to detail
• Relationship and stakeholder management skills