Head of Pensions Member Services

Are you ready to lead a service that truly makes a difference to millions of lives across the NHS?
Do you thrive on driving performance, inspiring teams, and shaping future-focused services?
We’re looking for a strategic and passionate leader to join us as Head of Pensions Member Services. This is a unique opportunity to lead one of the UK’s largest public sector pension schemes, ensuring our members receive the best possible experience. You’ll be at the heart of service transformation, helping us deliver excellence and innovation in everything we do.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working
Hybrid working model
Career development
Active wellbeing and inclusion networks
Excellent pension (23.7% employer contribution)
As Head of Pensions Member Services, you’ll lead the delivery of high-quality, efficient, and customer-focused pension services. You’ll work closely with the Director of NHS Pension Services and senior stakeholders to shape and implement operational strategies that align with our transformation goals.
**Your responsibilities will include**:
Leading performance management and service improvement across member services.
Designing and delivering future-proof operational models.
Managing relationships with key partners and suppliers.
Driving a culture of continuous improvement and innovation.
Ensuring services meet KPIs and deliver excellent member experiences.
Overseeing planning, budgeting, and risk management.
Supporting staff development and wellbeing across the service.
You’ll be a visible leader, inspiring teams and championing our values to ensure our services evolve to meet the needs of our members and the NHS.
For a more detailed breakdown of the role and responsibilities please take a look at the job description attached to the advert. We welcome conversations about this opportunity, so please don’t hesitate to reach out if you want to find out more.
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most
We are people connected to care.
Leading the design and delivery of high-performing operational strategies and frameworks aligned with organisational goals to drive operational performance improvement across NHS Pensions to deliver a high-quality, cost-effective service and lead root cause analysis of underperformance and implement systemic solutions where needed.
**Active monitoring and management of operational risk**: assessing threats and opportunities, developing and implementing resolutions and mitigations. Develop and maintain a strategic risk register for member services, ensuring proactive mitigation of systemic risks and reporting outcomes.
Leading member services to ensure delivery aligns with strategic goals, delivering measurable value for money, and consistently improving customer satisfaction.
Implementing robust performance management frameworks to monitor service delivery and ensure high performance, identify areas for improvement, and foster a culture of continuous improvement. Driving a culture of high performance and continuous improvement using data, insights, and stakeholder feedback.
Ensuring robust planning is in place to ensure operational capacity is accurately forecasted and managed to meet current and future demand. Translating strategic objectives into clear operational plans with measurable outcomes.
Efficient and effective service delivery aligned with Key Performance Indicators (KPIs), providing an excellent member experience.
Identifying and implementing opportunities for operational efficiency while maintaining service quality.
Optimising the use of resources and streamline processes to deliver cost-effective services.
Setting and delivery of the operational direction of the service demonstrating an amb