Stakeholder Engagement Manager

Job responsibilities

In this role, you are accountable for:

1. Identifying stakeholders, analysing their needs and expectations, planning and implementing various tasks to engage with them
2. Being accountable for key stakeholders, acting as their central point of contact for NHSPS administrative issues, working autonomously with all key stakeholders including NHS employers and non-NHS organisations, to embed a full understanding of their role and responsibilities as local administrators of the NHS Pension Scheme.
3. Influence stakeholder attitudes, decisions, and actions for mutual benefit and keep them motivated to cooperate4. Lead in the development and delivery of core training and guidance on a range of subjects or specialised subjects to stakeholders to ensure all processes are followed correctly and keeping stakeholders up to date with any appropriate process changes because of system and legislative developments.
4. Develop guidance and process instructions for use in all aspects of managing and implementing these process changes acting as an ambassador for the NHSBSA by regularly planning presentations and personally delivering to external regional employer forums ensuring stakeholders are engaged and informed. Using innovative technology to deliver information in the most effective manner including the My NHS Pension Self Service Member Portal currently in development to ensure it is rolled out effectively and to play a part in any enhancements to Employer Services
5. You will take personal responsibility to answer queries and complaints raised at such events and provide accurate and timely feedback to any remaining complaints and queries after each employer meeting.
6. Formulating and managing relationships with 3rd party stakeholders including but not limited to Independent Financial Advisors, Trade Unions and payroll providers ensuring the rules for admittance to the scheme for organisations are correctly applied.
7. Communicating effectively, both orally and in writing, with stakeholders providing timely technical responses to complex, sensitive queries and complaints.
8. Demonstrates creativity and innovation in applying solutions for the benefit of the stakeholder taking into account implications of their requirements and NHS Pension Scheme regulations. Ensure engagement from stakeholders during the implementation of change, providing clear direction, updates and identification of risks and actions to enable a positive experience.
9. Communicating complex information effectively across a wide range of stakeholders and levels of understanding. Building and managing effective two-way communications between NHS Pensions and its internal and external stakeholders, ensuring a coordinated approach to communications within the wider NHSBSA.
10. Living the values and behaviours of the organisation. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in NHS Pensions dealings with all its stakeholders.
11. Identifying personal training needs and works with Line Manager to establish personal objectives. Contributes to own ORO.
12. Managing the needs of stakeholders to support them in their compliance requirements particularly in relation to record keeping in accordance with relevant acts and regulations, you will be responsible for ensuring, including but not exclusive to:

• Draft Public Service Pensions (Record Keeping and Miscellaneous Amendments) Regulations including the period for which recordsmust be retained
• The Pensions Act 1995 and 2004
• The Pensions Act 2008 and Employers Duties (Registration and Compliance) Regulations 2010
• The Registered Pension Schemes (Provision of Information) Regulations 2006
• The Data Protection Act 1998.

13. Working collaboratively with Service Delivery by providing key data to enable effective compliance monitoring and identification, via a risk-based assessment of potential breaches/poor performance. Then addressing issues directly with stakeholders and managing those stakeholders through to a suitable improvement resolution.

14. Analysing Employer performance in relation to legislative compliance, preparing individual performance improvement plans and supporting organisations through personal contact where required whilst closely monitoring progress.

15. Promoting continuous improvement to performance within the constraints of individual organisations and personally managing expectations.

16. Escalating individual organisations who continually fail to take action to improve against agreed plans, often including contacting pension members on an individual basis about their employers shortcomings.

17. Managing the end-to-end process of the financial debt recovery escalation process. Working on a one-to-one basis with employers to recover unpaid NHS Pension contributions whilst maintaining robust, transparent records for audit purposes. Including writing to individual pension members in cases of repeated financial miss-appropriation and dealing with related follow up telephone conversations sometimes of a contentious nature.

18. Managing the end-to-end process of non-financial escalations derived from Service Delivery referrals. These are cases of non-compliance of scheme regulations and require individual communication with employers to solve otherwise unresolved pressing issues.

19. Preparing monthly reports to The Pension Regulator (TPR) on financial debt recovery progress and data non-compliance as well as preparing formal handover reports for TPR, via the Client Engagement Manager, on cases that require their intervention. Also working with Counter fraud on escalated fraud cases.

2-. Authorising financial repayment plans to recover unpaid debt in relation to non-payment of NHS Pension contributions.

21. Organise and manage events, invite stakeholders, write the content for delivery, host and chair each session and then collate, summarise and build on feedback.

22. Engage with internal teams including the NHSPS Contact Centre providing them with new training material as new tools and guides are created by the Stakeholder Engagement Team so that current and relevant information is continually being delivered to customers.

23. Responsibility for maintaining content on the NHS Pensions website to ensure that information held within it is accurate and up to date as well as usable.

24. Being responsible for embedding an NHS Pensions stakeholder strategy, ensuring that all stakeholder needs are met and be integral to the maintenance and review of a Stakeholder Risk Register.

25. Keep abreast of business and scheme changes ensuring they are included in the change process and compliant with current NHS Pension Regulations.

26. Acting as key stakeholder liaison manager to organise responses to queries, managing expectations and communicating complex and difficult information from NHS Employers, ensuring wider communication is published in line with the communication strategy. Designing, creating and writing the content for and publishing of regular bespoke stakeholder newsletters for stakeholder clients.

27. Developing, writing, and scheduling regular customer insight surveys both annually for all stakeholders and more frequently when relating to specific Service Delivery work areas. You will be instrumental in the creation of these surveys and will collaborate with colleagues in the corporate Customer Insight Team to ensure they are published to schedule. You will analyse results and be the sole contact to deliver results to the Senior Management Team (SMT).

28. Chairing the monthly service review meetings for the external medical services provider. Acting as the primary point of contact for this supplier in managing performance against a specific set of KPIs in accordance with their contract and providing regular support and updates to the Service Delivery Manager.

29. Checking and validating invoices received from the external medical service provider, challenging and resolving issues before preparing them for payment authorisation

30. Continually improving and streamlining the external medical service provider processes, implementing change for continuation of the contract

31. Chairing meetings between NHS Pensions and NHS England to facilitate continually improved working methods at CAPITA / PCSE, reviewing KPIs and creating and executing an escalation process to address PCSE service complaints and queries directed through NHSPS. Taking the lead role in the implementation and development of the end to end GP Pension processes for NHS England and Local Health Boards

32. Being the voice of the customer in projects; providing input and ideas to project teams derived from customer insight and providing feedback to stakeholders to update them on progress on projects within NHS Pensions. You will be required to draft and deliver a communications plan to facilitate progress updates when appropriate

33. Providing management information based on team objectives ensuring service level agreements are met.

Personal Qualities, Knowledge and Skills

Essential

• 1.Good all-round knowledge of the NHS Pension Scheme regulations and processes
• 2.Excellent presentation skills
• 3.Ability to quickly assimilate and translate instructions 4.Excellent verbal, listening and written communication skills 5.Proven leadership and motivation skills 6.Able to challenge decisions 7.Encourages ownership and has proven record of building effective working relationships. 8.Able to work on own initiative 9.Ability to see wider implications, consequences and connections for all issues 10.Committed to continuous improvement, working in partnership and able to develop ideas. 11.Excellent organisational and interpersonal skills
• 4.Excellent verbal, listening and written communication skills
• 5.Proven leadership and motivation skills
• 6.Able to challenge decisions
• 7.Encourages ownership and has proven record of building effective working relationships.
• 8.Able to work on own initiative
• 9.Ability to see wider implications, consequences and connections for all issues
• 10.Committed to continuous improvement, working in partnership and able to develop ideas.
• 11.Excellent organisational and interpersonal skills
• 12.Flexible and adaptable
• 13.Good at giving and receiving constructive feedback
• 14.Flexible, good team player, resilient, calm and has a proud, positive and professional manner
• 15.Well organised and able to work to tight deadlines and prioritise tasks
• 16.Ability to handle sensitive or confidential information
• 17.Objective with an analytical approach
• 18.Confident in own ability to make well-grounded decisions.
• 19.Contribution to high level decision making
• 20.Able to travel nationally.
• 21.Committed to providing a good customer service
• 22.Confident and approachable
• 23.Able to work autonomously

Desirable

• 1.Knowledge and experience of wider external environment
• 2.Knowledge of improvement techniques and methods
• 3.Clean driving licence
• 4.Influencing skills
• 5.Drafting and reporting skills
• 6.Advanced skills in Microsoft Office Packages including Visio
• 7.Familiarity with NHS structures and terminology

Experience

Essential

• 1.Significant broad relevant management experience
• 2.Significant experience of stakeholder engagement, building and managing stakeholder relationships
• 3.Excellent presentational skills to large groups
• 4.Experience of change management
• 5.Experience of planning, monitoring and measuring success
• 6.Able to follow clear instructions to carry out varied tasks and calculations
• 7.Experience of handling contentious customer enquiries
• 8.Able to manage and negotiate effectively to ensure implementation of change is effective
• 9.Experience of working with Microsoft Office applications
• 10.Liaising with stakeholders on service requirements

Desirable

• 1.Experience of projects and project management techniques
• 2.Experience of working in a wider network of peers to achieve business objectives
• 3.Interpreting business strategy and communications plans to meet the overall objectives
• 4.Experience of delivering training
• 5.Analysis of customer satisfaction results and feedback

Qualifications

Essential

• 1.Degree calibre in management or customer service, or
• 2.Supervisory/ Management or Customer Service qualification NVQ level 3 or above, or
• 3.Relevant experience of Stakeholder Engagement Management or
• 4.Significant work-based experience

Desirable

• 1.Degree in relevant subject
• 2.PMI qualification or equivalent

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).