Pension Manager

We create software that helps deliver critical services for citizens all around the world. From local government to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day.

Role Overview:

Reporting to the Payroll Bureau Director, you will have full responsibility for the delivery of expert pensions services to your allocated customers and those of any on your team. You will line manage the Pensions Bureau Team, setting stretching objectives and keeping up to date with regular individual check-ins. You will take full ownership for the service delivered ensuring payroll and pensions legislative requirements are met from start to finish of the cycle, including year end. You will thrive in a fast-paced environment, always monitoring and adhering to all deadlines for the month for your customers. You will act as first line escalation, between the Payroll & Pensions Administrators and Payroll Bureau Director, managing day-to-day issues that arise from the team. You will also manage any customer issues or complaints to try and resolve them. You will lead the roll out of Bureau Continuous Improvement, in line with requests from the Payroll Bureau Director and be the lead in training any new team members.

Core Responsibilities:

• Maintain Managed Services procedures in general and for each customer.
• Overall responsibility for the delivery of outsourced pension services to customers, delivering a reputable, referenceable service for Civica.
• Ensure the operational delivery of all customer focused payroll and pensions services to the agreed customer service levels and as outlined in processing checklists.
• Management of day-to-day pay related matters including responding to pay and pension queries where team members need advanced knowledge support.
• To ensure all pension monthly and annual returns are made in a timely manner.
• Ensure statutory compliance on all pay and pension related practices and guidance given to customers, keeping abreast of statutory legislation.
• Involvement with implementation of new allocated customers for their pensions or changes to their pension set-up.
• Work with the Sales teams in support of new customer opportunities and tender/bid responses.
• Compliance with the Data Protection Act and GDPR.
• Maintaining confidentiality and security of any employee systems, to meet company, legal and statutory requirements.
• Record and report on pensions data and submissions to aid Bureau Director with monthly stats.
• Build up relationships with all contacts, providing outstanding customer service.
• Work with the Payroll Bureau Managers and as part of the Bureau Leadership Team on suggesting and working on continuous improvement to processes and software.
• You will be the lead in training any new members of the bureau on our processes of pensions.
• You will keep bureau guides and processing notes up to date and regularly review these to ensure they are fit for purpose.
• Organise and provide cover of other team members in cases of annual leave and other absences.
• Contribute to the product development roadmap ensuring the bureau offerings are fit for purpose and modernised.
• You will be responsible for planning the team's workloads, ensuring all deadlines are met and day-to-day management of jobs are completed, with all BACS payments sent on time as a card holder.
• You will meet with senior bureau team regularly around how the bureau team members are getting on and to set OKRs for the team and where more training may be required.
• Any other tasks as requested from Payroll Bureau Director to ensure all team deadlines are met and any additional tasks and events in the area are met without errors and on time.
• Attend any training courses to enable this role and team to succeed.
• Work on processes to ensure the team are actioning returns by deadlines but also responding on queries related to these.
• Ensuring we are working with the development team on automation and customer improvements to lead to customer references.
• Undertake team member Check Ins regularly, setting OKRs and ensuring each team member has personal development plans in line with their own and business requirements/goals.

Required Experience:

• Proven experience of delivering pension services either as part of an in-house payroll team or outsourced team.
• Experience of working with different pension schemes, such as Local Government Pension Scheme, Teachers' Pension Scheme, NHS Pension and Civil Service Pension Scheme.
• Some experience and knowledge of payroll legislation and processes.
• Ability to work on own initiative and to lead a team on rolling out changes to processes.
• Ability to manage own time effectively to meet objectives.
• Ability to manage conflicting priorities and meet all customer and legislative deadlines.
• Excellent communication skills at all levels, internally and externally.
• Excellent customer relationship skills.
• CIPP qualified or interested in completing payroll qualification, sponsored by Civica.
• Time Management.
• Interpersonal Skills.
• Methodical & Analytical.
• Great attention to detail.

Why Civica?

Above all in the markets we serve, people matter. Combining exceptional customer focus, experience and commitment, it is our people and values that sets us apart. Civica has a strong track record as one of the fastest growing providers of our kind, driven by a clear strategy to help our customers address sustained and significant change and to transform the way they work. Our people, their know-how and their commitment to do well for customers, colleagues and communities is our defining characteristic. So we continue to recruit and retain people with the values, ability and attitude to succeed.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Human Resources, IT Services and IT Consulting