At a Glance
- Tasks: Lead a dynamic team to deliver top-notch pensions administration and drive service excellence.
- Company: Join LPPA, a multi-award-winning leader in pension administration.
- Benefits: Enjoy a competitive salary, generous holiday, health plans, and professional development opportunities.
- Other info: Hybrid working options available, with travel to Preston for those living further away.
- Why this job: Make a real impact in a fast-paced, collaborative environment while shaping the future of pensions.
- Qualifications: Proven leadership in pensions administration with experience managing large teams.
The predicted salary is between 65000 - 75000 £ per year.
Hybrid Working with 2 days in Preston, Lancashire or Remote with Travel will be considered for candidates living 50+ miles from our offices in Preston.
£65-75k DOE + benefits - 37 hours a week.
Please note shortlisting will be concluded on 20th July, with interviews to be scheduled w/c 3rd and 10th August.
A glance at the role
Our Senior Manager Member Services Lead role is a key senior leadership role with responsibility for shaping and delivering high-quality pensions administration across LGPS, Police and Fire schemes. You will lead large-scale service delivery, drive operational excellence, and play a critical role in transforming how we deliver member and employer outcomes. The role holder will be accountable for the delivery of client SLAs, driving high performance across teams, and embedding a culture where exceptional member service is at the heart of everything we do. They will play a critical role in developing people capability, strengthening operational performance, and leading continuous improvement initiatives. As a senior leader within Member Services, you will lead, motivate and inspire multidisciplinary administration teams, working in close partnership with the Head of Member Services and wider leadership group to ensure LPPA continues to deliver value and trusted outcomes for our stakeholders.
At LPPA, we are continuing to evolve our operating model, investing in technology, and strengthening our service delivery approach. This role offers the opportunity to influence that journey and make a tangible impact across a large and complex client base. This is an excellent opportunity for an experienced leader to shape service delivery within a fast‑paced, collaborative and customer‑focused organisation. You will be part of a supportive and inclusive culture, with significant opportunities for ongoing professional development and the chance to make a meaningful impact at a strategic level.
A bit about us
Local Pensions Partnership Administration (LPPA) is a multi‑award‑winning organisation and one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 1,500 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.
What we can offer you
- Competitive salary £65-75k DOE + inclusion in annual bonus scheme
- 30 days’ holiday, plus bank holidays and 2 additional concessionary days and 1 day for your Birthday, with the ability to buy and sell leave
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions
- Access to Health or Dental Plan
- Access to our Enhanced Employee Assistance Programme for when you might need some support
- The opportunity to earn through our Employee Referral Scheme
- Access to our bespoke Reward Discount Scheme – Your Perk Site
- Opportunities to attend Wellbeing webinars and social events
- Daily free fruit and snacks available to you in our office
- Free Car Parking in Preston City Centre
What you’ll be doing
- Lead and develop a high performing team of circa 40 administrators and people managers to operate effectively to deliver a high‑quality service
- Lead by example by setting consistently high standards in every area of administration
- Drive adoption of technology and automation to improve efficiency
- Inspire staff to develop and meet their career goals
- Liaise with the Head of Planning & Insights to understand how macro factors can impact demand
- Oversee work allocation and ensure effective service delivery
- Lead continuous improvement and service transformation initiatives to enhance the member experience
- Monitor performance against the forecast daily with the aim to clear all due work with no backlog carry‑over
- Re‑prioritise as needed throughout the working day to ensure targets are achieved and delivered
- Prepare regular MI showing the forecast vs actual performance and explain differentials
- Review and improve current processes, systems and ways of working to ensure they are fit for the future
- Continually review and challenge processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency
- Demonstrate a strong understanding of regulatory requirements within Local Government, Fire and Police pension schemes, ensuring all regulatory and disclosure deadlines are met
- Input into LPPA risk register and where appropriate, act as risk owner on data risks, helping define the risk appetite on level of monitoring and compliance risks
- Be pro‑active in identifying and embedding ways for reduction in number of complaints, data breaches and errors
- Forward plan resource requirements to support Value Added Business activity as required with the Commercial team
- Engage with clients, Pension Boards and Committees
- Consistently achieve member and employee satisfaction scores
- Demonstrate reduction in number of complaints, data breaches and errors
What we need from you
- Proven leadership experience within LGPS pensions administration, with responsibility for large teams and complex service delivery environments (minimum 5 years)
- Experience of Local Government Pensions Administration (minimum 5 years)
- Experience of leading, managing and driving the performance of others (30+ direct / indirect reports)
- Experience of client relationship management
- Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes
- Experience managing change in a fast‑paced and agile environment
- Ability to interpret and use complex data
- Ability to review and improve end to end processes
- Displaying excellent verbal and written communication skills, be able to use evidence and knowledge to support accurate, expert decisions and advice to support LPPA objectives
- Attention to detail and innovative thinking skills
- Self‑motivated, decisive, with the ability to adapt to change and competing demands
Working with and upholding our values: Working together, Committed to excellence, Doing the right thing, Forward thinking.
Member Services Lead - Pensions (Hybrid or Remote with Travel to Preston) employer: Local Pensions Partnership
At Local Pensions Partnership Administration (LPPA), we pride ourselves on being an exceptional employer, offering a supportive and inclusive culture that fosters professional growth and development. With competitive salaries, generous benefits, and a commitment to employee wellbeing, our team members enjoy a collaborative work environment where they can make a meaningful impact in delivering high-quality pensions administration. The hybrid working model allows for flexibility, while our focus on continuous improvement and innovation ensures that you will be at the forefront of transforming service delivery in the pensions sector.
Contact Details:
Local Pensions Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Member Services Lead - Pensions (Hybrid or Remote with Travel to Preston)
✨Tap into Campus Networks
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Don’t shy away from reaching out directly to firms like Local Pensions Partnership. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Member Services Lead - Pensions (Hybrid or Remote with Travel to Preston)
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Local Pensions Partnership.
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Research and Reflect:Before hitting that 'apply' button on Local Pensions Partnership's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Local Pensions Partnership
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Local Pensions Partnership.
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✨Show Your Passion for Finance
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✨Network with Industry Professionals
Before your interview, reach out to current or former Local Pensions Partnership employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
