Process and Procedures Manager

About the role

We are looking for a Process and Procedures Manager to lead the team responsible for configuration, maintenance and continuous improvement of our pensions administration system, UPM by Civica, alongside the operational processes and procedures that support it. The role is central to ensuring the system is reliable, well controlled and developed in a way that supports efficient delivery and positive outcomes for our members.

Responsibilities

• Lead the team that configures, maintains and continuously improves the pensions administration system (UPM by Civica).
• Oversee the team’s day‑to‑day workload, balancing operational issues, service requests, system and process changes, and continuous improvement activity.
• Build the capability and performance of a team of technical specialists.
• Work closely with stakeholders across the organisation and externally to prioritise work, manage risks and dependencies, and deliver change in a controlled and structured way that maintains service stability, compliance and ongoing improvement.
• Identify and deliver service improvements, efficiencies and small‑scale change initiatives.

Qualifications

• Demonstrable experience in a pensions administration, customer services or financial services environment.
• Strong knowledge of pensions administration systems and how they are configured to support operational delivery.
• Experience with UPM by Civica or a comparable administration platform is particularly valuable.
• Strong track record of identifying and delivering service improvements, efficiencies and small‑scale change initiatives.
• Experience managing and developing a team, including performance management, coaching and capability building.
• Strong stakeholder management skills, with the ability to influence, collaborate with and challenge others, and adapt communication style to different audiences.
• Technical understanding to lead and support specialists across systems, analysis and process enhancement.
• Resilient, pragmatic with sound judgement and the ability to maintain accuracy and momentum in a fast‑paced environment.

Benefits

• Salary of £63,000 to £69,000 per annum plus Civil Service Pension.
• Opportunities for personal development and skills training.
• Work in our Croydon office, conveniently located close to East Croydon station and major London transport links.

EEO Statement

We are proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We embrace diverse talent and welcome people with different beliefs, backgrounds and ways of working.