Head of Service

Overview:
**Are you looking a role where you can utilise your leadership skills and build relationships with a huge range of people?**

The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners of more than £2.5 billion.

The SPPA administer pensions and support over half a million of Scotland’s key workers - paying pensions accurately and on time. The role holder will lead the customer services teams to ensure effective administration of Scotland’s key workers’ pensions.

The role:

- Embedding operational excellence increasing customer outcomes and driving colleague engagement

**Responsibilities**:

- Managing performance, processes and people in the customer services environment whilst ensuring members pensions are paid accurately and on time.
- Mobilising and motivating the customer services colleagues to deliver a strong customer outcome for our members.
- Promote and embed customer centric can-do culture, coaching and supporting colleagues to deliver in a fast paced, evolving environment, utilising flexible approaches to enable cultural change.
- Manage risk and risk reporting to give comfort to the governing bodies and pensions boards that our administrative process is effective and fit for purpose.
- Lead change and continuous improvement initiatives into the operation, building capability, capacity and resilience in the customer services teams.
- Effectively delegate to the Customer Services Managers, Operational Managers and Team Leaders to ensure workflow, output and customer requirements are met and exceeded.
- Work and communicate with other leaders across SPPA, promoting a focus on colleague needs and member outcomes.
- Lead through complex issues and conflicting perspectives.
- Support the Scottish Public Pensions Agency in general duties including preparing operational papers, building business cases for funding and managing budget.
- Deputise for the Chief Operating Officer, when they are absent from the business, in all meetings/forums and holding their delegated decision making in their absence.

**Competencies**
People Management

Leading others

Improving performance

Analysis and use of evidence

Essential Criteria & Qualifications:
1. You will have proven experience working in a senior leadership role where you have ensured the consistent delivery of a high quality customer services function.

2. You have a clear understanding of changing customer demands and driving continuous improvement at a strategic level.

3. You will be a strategic thinker and creative problem-solver, with significant experience of developing strategies for colleagues, customers and stakeholders.

4. You will have a team-centric approach to how you work, and you will be happy to work in a fast-paced environment.

**Qualifications**

No specific qualifications for the post.

**Provisional Interview Dates**
To be confirmed.

**Additional Information**

**How To Apply**

For further information on this vacancy please download and review the “Person Specification” which you will find below.

Person Specification Band C

To learn more about this opportunity, please contact

**The Scottish Government is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments to our recruitment process, please let us know via**

**As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.**

**Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.