Description Are you looking for a new opportunity working alongside our Operational Team Leaders in delivering consistent services and ensuring effective business support and consistent management across operational administrative services? The Scottish Public Pensions Agency administer public sector pensions to over 600,000 members in 4 major schemes, delivered across an operational area of over 200 colleagues. You will form part of the SPPA Operational Delivery structure alongside our Performance and Planning Team. The team's purpose is to manage performance across all areas of our Operational Delivery teams, driving capacity, service improvement and achievement of key performance indicators. The main objective of the role is to support our Customer Service Operations Team Leaders in delivering an improved service to our members, ensuring a consistent approach to performance and planning and improving resilience and capability by building knowledge and skills. Responsibilities Work with the Customer Service Managers, Operations Managers and Team Managers to oversee delivery of day-to-day services and outcomes. Collaborate with colleagues across Operational Delivery to support continuous improvement and planned efficiencies. Support and work alongside Planning and Performance Managers and Operations Team Leaders to ensure people performance and team performance issues are addressed and dealt with using the tools that are available. Support Team Leaders with Action Plans and business objectives by providing advice and guidance to ensure consistent approach to performance in relation people/processes/systems across all teams building on capability and capacity. Work with colleagues across wider Operational Delivery to ensure that Performance and Planning, Quality Assurance, Audit and Risk are monitored and be reported clearly. Work with the Operations teams to plan and inform effective targeting of resources reviewing management information and supporting road to green. Contribute to overall SPPA objectives and ongoing projects (e.g. Remedy 2015) to support planning process for timely delivery. Support the operational teams to deliver improvements to customer services (including around communications and contacts) collaborating with other SPPA areas and co-ordinating feedback. Responsibilities Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: Connections and Communication - Working Adaptability to change - Working You can find out more about the skills required, here. Behaviours: Communicating and Influencing - Level 3 Seeing the Big Picture - Level 3 Managing a Quality Service - Level 3 You can find out more about Success Profiles Behaviours, here. How to apply Apply online, providing a CV and Supporting Statement of no more than 1000 words which provides evidence of how you meet the skills and behaviours listed in the Success Profile above. If invited for further assessment, this will consist of an interview and presentation. Assessments are scheduled for w/c 23rd June however this may be subject to change. Interviews and assessments are expected to take place in person on site at SPPA, 7 Tweedside Park, Tweedbank, Galashiels, TD1 3TE. Qualifications About Us 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 for over 600,000 key workers. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners to the value of more than £3 billion. SPPA Careers | SPPA (pensions.gov.scot ) Civil Service Nationality Rules Working Pattern Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. If you have specific questions about the role you are applying for, please contact us. Equality Statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. For further information on this post please contact Sally Paterson by email at Sally.Paterson@gov.scot Apply before: 4th June (23:59)