Member Services Lead – Pensions (Hybrid or Remote with Travel to Preston)

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.

£65k-£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.

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.

What we can offer you:

– Competitive salary £65k-£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:

As a member of the senior leadership team, you will contribute to wider organisational priorities, influence decision-making, and help shape the future direction of Member Services.

– 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 the level of monitoring and compliance risks

– Be proactive in identifying and embedding ways for reduction in number of complaints, data breaches and errors

– Forward plan resource requirements to support Value Added Business (VAB) 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 provide 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