Pensions Business Support Partner

Job responsibilities

In this role, you are accountable for:

Pension, Guidance & Compliance

1. Provide strategic leadership on pension matters, acting as the primary liaison for NHSBSA on complex pension schemes, legislative compliance, and taxation. Utilise expert knowledge to interpret, apply, and communicate evolving pension regulations, ensuring alignment with both statutory requirements and organisational goals.

2. Lead the development, implementation, and ongoing review of internal pension policies, translating complex legislative regulations including TUPE, redundancy provisions, into clear, actionable guidance for colleagues and stakeholders.

3. Lead on compliance and best practices, while proactively addressing evolve changes and emerging challenges.

4. Collaborate across functions to resolve complex pension issues, delivering innovative solutions that enhance service efficiency, reduce risk, and support informed decision-making. Additionally, assist the Payroll Manager in providing advice and guidance to senior managers and the leadership team on a wide range of intricate and often contentious pension matters.

5. Responsible for pension support, ensuring compliance with relevant Pension Regulators Code of Practice, SLAs, KPIs and risk management. Regularly review Payroll, Pensions & Expenses activities to ensure adherence to evolving regulations, implementing updates and educational initiatives.

6. Ensure the accuracy and integrity of pension and payroll data by analysing complex pay and pension records, calculating entitlements via the Pensions Online System (POL), and issuing forecasted benefit statements upon request. Monitor and validate data across multi-functional key systems (e.g., ESR, POL, NEST, MYCSP), identifying and resolving discrepancies to maintain compliance and accuracy. Investigate and rectify complex pension and system processing errors, implementing corrective actions to ensure timely and accurate payments in accordance with organisational policies and statutory regulations.

7. Responsible for the communication and delivery of pension standards, procedures, and best practices, working closely with NHS Pension colleagues, key stakeholders, and the payroll team to ensure seamless integration and alignment between the Payroll and Pensions teams. This collaborative approach ensures both areas operate efficiently and effectively, meeting organisational objectives and compliance requirements.

8. Conduct comprehensive reviews and consultations with colleagues and managers to address specialist pension matters, ensuring informed decision-making.

9. Actively participate in projects aimed at enhancing efficiency, ensuring compliance, and delivering high-impact customer service within the pension support.

10. Produce and reconcile monthly, annual, and regular legislative returns for NEST, NHS, and Civil Service Pension Schemes, ensuring accuracy in line with legislative timelines. Validate payroll payments, making necessary adjustments before release to maintain compliance and accuracy.

Strategic Stakeholder Engagement & Communication

1. Develop and maintain relationships with both internal and external stakeholders, including government and non-governmental organisations, statutory agencies, and relevant groups. Represent the NHSBSA at Specialist Interest Groups (SIGs) and other forums to facilitate the implementation of policies, communicate enhancements, sharing feedback and implementing best practices.

2. Maintain a strong customer focus by ensuring pension information is well-structured, supportive, and tailored to meet the needs of colleagues Lead on promoting pension benefits and by participating in colleague inductions, training sessions, and key meetings. Represent the team in leadership forums on pension matters and promotions. Drive awareness and engagement through clear, accessible, and user-focused communication, enhancing the overall customer experience.

3. Lead the pensions stakeholder working group to identify trends, educational initiatives, and key promotions while enhancing business engagement and driving change. Develop and utilise management information (MI) to influence decision-making, providing data-driven insights that inform strategic recommendations for improving pension services.

4. Build and maintain strong relationships through a flexible and adaptable approach, using diverse communication methods to support colleagues effectively. Provide subject matter expertise, collaborating with payroll and pensions teams to ensure an efficient, reliable, and responsive pension support. Contribute to maintaining payroll services as a centre of excellence while providing strategic advice to senior managers on complex pension matters.

Service Development & Continuous Improvement

1. Identify organisation-wide learning needs to enhance understanding of NHSBSA Pension schemes while driving strategic improvements to shape the future of pension awareness and education by developing innovative, forward-thinking initiatives that adapt to evolving workforce needs. Collaborate with key stakeholders to design and implement educational strategies that enhance long-term understanding of NHSBSA Pension schemes.

2. Encourage a culture of learning and collaboration by implementing educational initiatives that strengthen colleagues' understanding of pension benefits and policies. Enhance engagement through personalised learning experiences, including one-on-one and group sessions, retirement planning workshops, and feedback-driven check-ins. Utilise interactive resources

3. Maintain a leadership role in NHSBSA pension support services by continually optimising expertise and proactively responding to industry changes. Conduct in-depth research, analyse trends, and best practises that align with evolving organisational and workforce needs. Monitor legislative and system developments to anticipate challenges and opportunities, ensuring compliance and efficiency. Collaborate with colleagues to refine procedures and processes, fostering engagement. Advocate for innovation and operational excellence to drive long-term service efficiencies.

In addition to the above accountabilities, as post holder you are expected to

1. Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.

2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.

3. Foster an environment where your own and colleagues safety and well-being is promoted.

4. Contribute to a culture which values diversity and inclusion.

5. Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Personal Qualities, Knowledge, and Skills

Essential

• 1. Communication Skills - Exceptional verbal, written, and listening skills to communicate complex pension-related information effectively to stakeholders, including senior leadership.
• 2. Presentation Skills - Strong ability to present complex pension matters clearly to varied audiences, ensuring stakeholder understanding and engagement.
• 3. Educational Initiatives - Skilled in developing, implementing, and delivering training programs to colleagues in pension administration.
• 4. Self-Motivation & Adaptability - Highly self-motivated, adaptable, and able to work independently while contributing to team goals and driving service improvements.
• 5. Team Collaboration - Strong team player with the ability to build positive relationships and work effectively with diverse groups.
• 6. Customer Service - Committed to delivering high-quality customer service and pension support, addressing colleague needs and offering guidance.
• 7. Pension Expertise - Expertise in calculating pension and redundancy entitlements with accuracy.
• 8. Attention to Detail & Confidentiality - Exceptional attention to detail and accuracy, with the ability to handle sensitive information with discretion and maintain confidentiality.
• 9. Proactivity & Problem Solving - Proactive in identifying opportunities for improvement, staying updated on regulations, and resolving issues creatively.
• 10. Organisational Skills - Excellent organisational skills, capable of planning, prioritizing, and managing multiple deadlines in a fast-paced environment.
• 11. Stakeholder Management - Strong stakeholder management skills, adept at building and maintaining professional relationships with internal and external partners.
• 12. IT Proficiency - High level of IT proficiency, with experience using pension administration systems such as ESR, Pension Online (POL), and financial reporting tools.
• 13. Leadership - Demonstrated leadership skills, with the ability to support strategic decision-making and influence positive change.
• 14. Problem-Solving & Solutions - Strong problem-solving skills, with the ability to approach challenges creatively and develop effective solutions.
• 15. Regulatory Awareness - Awareness of payroll processes and their integration with pension administration.
• 16. Flexibility & Resilience - Flexible and resilient in responding to evolving regulatory requirements and organizational changes.
• 17. Possession of a clean driving license.

Desirable

• 1. Ability to assess the implications of actions and decisions within pension administration.
• 2. Understanding of risk management principles in payroll and pension administration.
• 3. Knowledge of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• 4. Experience in mentoring or training colleagues in pension administration best practices.

Experience

Essential

• 1.Stakeholder Management - Extensive experience managing relationships with internal and external stakeholders to improve pension services and drive collaboration.
• 2.Training and Presentation - Skilled in delivering presentations and facilitating training sessions, with experience leading educational workshops for diverse audiences.
• 3.Expert Pension Guidance - Extensive experience providing expert guidance on pension matters, interpreting scheme regulations, policy changes, and compliance requirements.
• 4.Pension Knowledge - In-depth knowledge of NHS Terms and Conditions, NHS Pensions, My Civil Service Pension (MYCSP), and the Nest pension scheme, including relevant legislation, taxation, and compliance requirements.
• 5.Experience in Payroll/Pensions Operations - Proven experience working within payroll, pensions, or finance operations in large and complex organisations.
• 6.Planning and Evaluation - Experience in planning, monitoring, and evaluating pension-related processes, improvements, and service enhancements.
• 7.Communication & Influence - Excellent communication and influencing skills, with the ability to engage effectively with stakeholders at all levels.
• 8.Pension Strategy Development - Demonstrated ability to develop and implement pension strategies that enhance operational efficiency, ensure compliance, and improve service delivery.
• 9.Data Analysis & Reporting - Strong ability to produce management reports and analyse pension data to support decision-making, with advanced proficiency in Excel.
• 10.Regulatory & Compliance Expertise - Extensive experience interpreting and applying pension legislation, tax regulations, and statutory compliance requirements.
• 11.Complex Pension Case Management - Proficiency in managing complex pension cases, including TUPE transfers, redundancy pensions, and Annual Allowance calculations.
• 12.IT Proficiency - Proficiency in pension administration systems such as ESR and Pension Online (POL), Integra or equivalent finance systems and Microsoft Office applications.
• 13.Organisational Skills - Strong organisational skills, with the ability to manage multiple priorities, meet deadlines, and perform effectively in high-pressure environments.
• 14.Project Leadership - Experience leading projects focused on process improvements, compliance initiatives, or service enhancements, with measurable outcomes.

Desirable

• 1.Experience in Finance Operations - Previous experience in a finance operations role within the NHS, public sector, or a large-scale payroll and pension environment.
• 2.Project Management Skills - Experience using project management techniques to implement process improvements and compliance initiatives.
• 3.TUPE & Redundancy Knowledge - Strong understanding of TUPE pension implications, redundancy processes, and Annual Allowance calculations, with experience interpreting regulatory changes.

Qualifications

Essential

• 1. Hold payroll/pension qualification to CIPP/ PMI or equivalent
• 2. Educated to degree level, or degree level experience.

Desirable

• 1. MBA