Job summary
Are you a resilient leader with a passion for delivering exceptional customer service and driving operational excellence?
We're seeking a strategic Performance Manager to join our team within NHS Pensions. In this role, you'll oversee complex and evolving operational teams, helping shape the delivery of one of Europe's largest public pension schemes. You'll need strong leadership and self-direction to navigate ambiguity, manage rapid change, and meet competing demands.
While a deep knowledge of the NHS Pension scheme isn't essential, understanding the needs of the customer is key. This is a fantastic opportunity to drive innovation, lead transformation, and support the development of an agile, customer-focused service on a national scale.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
Main duties of the job
As Performance Manager, you will lead the operational strategy and business planning to ensure NHS Pensions delivers a seamless, customer-focused service. Working closely with senior teams, you will translate strategic aims into clear operational plans, monitor performance, and foster continuous improvement. Your leadership will drive service innovation, manage resources effectively, and ensure compliance with legal and contractual requirements.
You will champion staff wellbeing and development, creating an environment where teams thrive and deliver excellent customer experiences. By building strong stakeholder relationships and promoting collaboration, you'll help shape a responsive, agile service that adapts to change. Your role is pivotal in embedding a culture of resilience, innovation, and high-quality delivery across the organisation.
For a full list of role accountabilities, please refer to the attached job description.
About us
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!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for:
- Leadership
- Delivery Management
- People Management and wellbeing
- Customer Experience
- Service Improvement
- Data and Insight
- Relationships and Collaboration
- Communications and Marketing
- Finance
- Personal Development
For a full list of roles and responsibilities, please find the attached job description and person specification.
Job description
Job responsibilities
In this role, you are accountable for:
- Leadership
- Delivery Management
- People Management and wellbeing
- Customer Experience
- Service Improvement
- Data and Insight
- Relationships and Collaboration
- Communications and Marketing
- Finance
- Personal Development
For a full list of roles and responsibilities, please find the attached job description and person specification.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oExcellent verbal and written communication skills
- oAbility to work autonomously, taking decisions and actions in line with strategic aims and objectives
- oAbility to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues
- oAbility to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation and comparison of a range of options
- oAbility to interpret regulations and influence development of policy
- oStrategic management, leadership and motivational skills, encouraging ownership and effective working relationships
- oAbility to handle highly sensitive or confidential information. Strong skills of tact and diplomacy
- oExcellent presentation skills needed for presentation to large groups and different audiences
- oComfortable working with conflicting priorities and able to focus on multiple priorities at the same time
- oComprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience
- oCreating reports, business cases and options appraisals
- oWell organised and able to work to tight deadlines, prioritising tasks and working on own initiative
- oDriving and managing change. Analysing and assessing how it impacts people and implementing plans to ensure people have the tools and understanding needed to adapt to brings
- oProven contribution for high-level decision making
- Significant understanding of workflow management systems and prioritising work across multiple workstreams
Desirable
- oIn depth knowledge of the pension schemes and key stakeholder groups
- oKnowledge of Quality Management Systems
Experience
Essential
- oSignificant broad relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet
- oProven delivery of process and performance improvements within high impact service delivery at scale and pace
- oSignificant experience of building productive and collaborative working relationships with internal and external stakeholders and clients in order to arrive at mutually acceptable solutions to business issues
- oBreadth of experience across a number of people management and employee relations activities with awareness of financial, legal and organisational impact
- oSignificant experience of managing large budgets, understanding financial impact and influencing budget setting and business planning
- oExperience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure
- oSignificant experience in decision making at a senior management level
- oExperience in successful change management principles in an administration environment
- oExperience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof
- oMeasuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels
- oExperience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve
- oLead on delivery of complex long-term projects with a good understanding of project management techniques
- Taking the lead for fraud and risk management, and business continuity planning
Desirable
- oExperience implementing Lean Systems Thinking principles or similar
- oCustomer Service qualifications
- oProject management qualification demonstrable experience
Qualifications
Essential
- oDegree level or equivalent qualification or significant relevant experience
- oSignificant relevant management experience
Desirable
- Professional or post graduate qualification in relevant field e.g. management or business
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oExcellent verbal and written communication skills
- oAbility to work autonomously, taking decisions and actions in line with strategic aims and objectives
- oAbility to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues
- oAbility to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation and comparison of a range of options
- oAbility to interpret regulations and influence development of policy
- oStrategic management, leadership and motivational skills, encouraging ownership and effective working relationships
- oAbility to handle highly sensitive or confidential information. Strong skills of tact and diplomacy
- oExcellent presentation skills needed for presentation to large groups and different audiences
- oComfortable working with conflicting priorities and able to focus on multiple priorities at the same time
- oComprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience
- oCreating reports, business cases and options appraisals
- oWell organised and able to work to tight deadlines, prioritising tasks and working on own initiative
- oDriving and managing change. Analysing and assessing how it impacts people and implementing plans to ensure people have the tools and understanding needed to adapt to brings
- oProven contribution for high-level decision making
- Significant understanding of workflow management systems and prioritising work across multiple workstreams
Desirable
- oIn depth knowledge of the pension schemes and key stakeholder groups
- oKnowledge of Quality Management Systems
Experience
Essential
- oSignificant broad relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet
- oProven delivery of process and performance improvements within high impact service delivery at scale and pace
- oSignificant experience of building productive and collaborative working relationships with internal and external stakeholders and clients in order to arrive at mutually acceptable solutions to business issues
- oBreadth of experience across a number of people management and employee relations activities with awareness of financial, legal and organisational impact
- oSignificant experience of managing large budgets, understanding financial impact and influencing budget setting and business planning
- oExperience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure
- oSignificant experience in decision making at a senior management level
- oExperience in successful change management principles in an administration environment
- oExperience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof
- oMeasuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels
- oExperience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve
- oLead on delivery of complex long-term projects with a good understanding of project management techniques
- Taking the lead for fraud and risk management, and business continuity planning
Desirable
- oExperience implementing Lean Systems Thinking principles or similar
- oCustomer Service qualifications
- oProject management qualification demonstrable experience
Qualifications
Essential
- oDegree level or equivalent qualification or significant relevant experience
- oSignificant relevant management experience
Desirable
- Professional or post graduate qualification in relevant field e.g. management or business
