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Job Purpose

* To participate and support the business strategy for Pension/Benefits Administration based on the core strategic objectives; simplify, strengthen and succeed

* Support delivery of a year on year business plan which provides incremental growth in; sales and profit creating sustainability for the sub pillar and the wider division

* Retention of clients whilst demonstrating year on year improvements to client and employee satisfaction levels

* Deliver year on year improved performance which includes; financial metrics, automation and people metrics through the coaching and mentoring of Team Managers

* Be an ambassador of the Company values

* To lead and motivate groups of employees (<60) through effective and appropriate communication channels whilst delivering clear succession plans to support development and sustainability

* To work collaboratively with your peer group to manage, assess and mitigate any business risks whilst ensuring the service delivered to clients is appropriate, compliant and meets contractual standards

* To support and develop Team Managers to deliver against their key objectives

* Key Accountabilities

* Manage a customer centric led operation to harness Customer satisfaction, optimising value add activity with cross-selling opportunities for the greater good of the wider group

* Leading a team and managing performance of the business areas and respective Team Managers

* Accountable for delivery against divisional regulatory compliance

* Driving a culture of continuous improvement through maximising efficiencies whilst underpinning sustainability

* Financial budget and year on year performance

* Maintain and deliver a robust governance infrastructure that effectively mitigates all key business risks across all areas under your control

* Drive a culture of compliance that ensures all regulatory controls are adhered to whilst minimising risks to the business

* Positively contribute to the Sales process; working closely with the Client Partnership team and wider Capita Group to represent the positive, professional and engaging ‘face’ of our administration service; demonstrating a thorough understanding of specific sectors, markets and products on an adhoc basis as and when required

* Responsibilities will include;

* Being an ambassador of the Company values

* Own and improve employee engagement across own team

* Be a coach and mentor to Team Managers within own team and wider pensions and benefits team

* Manage and improve the performance (quality, financial, performance) of the teams across your business area

* Manage your business area through practical understanding of all systems and processes; a detailed knowledge of the operational structure and the teams and personnel involved in the delivery of the service; creating a positive working environment for all

* Monitoring performance objectives and key performance indicators (KPI’s) for all direct reports.

* Accurately interpret all operational and financial MI and translate this into meaningful and concise actions and plans to:

1. address out of line situations

2. review resource and capacity planning requirements and forecasts

3. drive continuous improvement

* Produce reports to the Client Services Director within the agreed timeframe

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