Head of Data Management

3 months ago

Preston, United Kingdom Local Pensions Partnership Full time

Head of Data Management & Member Experience

Hybrid working - requirement to travel to Preston, Lancashire with an expectation of a minimum of 4 times per month.

A glance at the role:
As we expand our Senior leadership team, we are seeking a driven, motivational, and inspirational leader to join us in this newly developed role. With an emphasis on Data Management, you will have ownership and responsibility for our Data, Pensions Helpdesk and Complaints teams, whilst reporting into our Operations and Commercial Director

This is an exciting time to join us as we move to a brand-new collaborative workspace in Preston City Centre, Lancashire.

Please feel free to reach out to have an informal/ Confidential discussion for this post at your convenience.

A bit about us:
Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 655,000 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:

- Attractive package & salary of up to £80K DOE + Discretionary bonus based on LPPA and individual performance
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to our 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.

What you’ll be doing:
The role combines technical knowledge with management and leadership, together with hands on experience to oversee the day-to-day aspects of Data Quality and Member Experience at LPPA.

This role is to ensure that data quality across all LPPA clients is maintained to a high standard, alongside overseeing the pensions helpdesk and customer care.

You will be responsible for ensuring helpdesk KPIs and client SLAs are delivered, that processes are highly efficient and there is a strong member proposition, implementing a positive member experience across all interaction points. You will also be the high-level escalation point for member queries and complaints that arise.

You will be supporting the Operations and Commercial Director in providing strategic leadership and inputting into the LPPA business plan. Leading and developing your team to create a high performing culture that focuses on service delivery. Your position will involve a significant amount of interaction with stakeholders (mainly LPPA clients) and their respective boards and committees.

You will also work closely with the Head of Operations, reporting to the Operations and Commercial Director, to deliver a first-class service for members and employers within the pension scheme.
- Lead, motivate and inspire strong levels of knowledge across the Data, Helpdesk and complaints teams achieving high colleague engagement.
- Continually review and challenge processes to maximise use of new technology (including UPM) and automation of processes to improve efficiency and accuracy of data, whilst reducing complaint volumes, data breaches and errors.
- Deliver the company Data Strategy in line with agreed milestones and budget.
- Drive clear ownership of Data requirements and delivery whereby all staff members take ownership & accountability for the service LPPA provide.
- Deliver statutory or client requirements within agreed timelines to a high standard and accuracy (such as Annual benefit statement, tri-annual valuations etc.)
- Develop a strategy for new channels (web, text, instant messaging, social media) in conjunction with the communications team.
- Implement robust, delivery focused KPIs at all levels within the management structure, call monitoring programmes and supervisory controls.
- Oversee all Helpdesk processes and ensure the Operations Manager acts as process owner identifying improvements, efficiencies, and new ways of working, whilst embedding strong levels of knowledge of LPGS schemes.
- Responsible for handover points within the process and ensuring these are effective.
- Demonstrate a strong understanding of regulatory requirements within Local Government, Fire and Police pension schemes, ensuring all regulatory and disclosure deadlines are met.
- Deliver an ongoing improvement in quality contributing to reducing costs for our stakeholders.
- Support the wider operations in the delivery of projects or regulatory changes (such as McCloud and roll out of Pensions Dashboard) whilst maintaining a focus on member-centric engagement and development.
- Input into LPPA risk register and where appropriate, act as risk owner on data risks, helping define the risk appetite on level of

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