About XPS Group
XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.
Location: Middlesbrough
Employment Type: Permanent, Full Time
Grade: Senior Consultant
Hybrid Site
Reference No: REQ003565
About The Role
The Service Delivery Manager ensures efficient pension administration for assigned clients, maintaining service levels, compliance, and client satisfaction. This role leads cross‑functional teams, drives improvements, and manages key relationships to deliver high‑quality outcomes.
Key Responsibilities
* Assist the Operations Manager with the management and delivery of pension administration services across Public Sector schemes.
* Contribute to maintaining the high‑quality standards required within the company and seek continually to enhance the quality and long‑term sustainability of the services provided to our clients across the business.
* Manage and continually develop the pension’s administration capability by demonstrating positive leadership skills and actively mentoring Administration Managers when required.
* Actively contribute to the attraction, training and retention of employees by recruiting appropriately; and motivating, rewarding and developing existing employees. Manage HR issues and coordinate administration resources.
* Develop the commercial aspects of the function, involving Administration Managers in tendering and client‑facing work, billing effectively for value added to clients, and ensure that profit is delivered. Participate in on‑going detailed analysis of the efficiency of our systems and processes.
* Assist on tendering processes, creating responses to tenders and leading the administration aspects of full‑service tenders.
* Conduct client assignments such as project work and client relationship management.
* Assist on strategic business change and effectively manage the implementation of new practices and processes.
* Contribute to business‑wide process and systems change.
Essential Skills and Experience
* Previous experience as a successful pension professional, with a strong track record in managing, developing and delivering pension administration services.
* Demonstrable knowledge of technical pension administration activities and the ability to apply this knowledge to any scheme.
* Experience of operating within and contributing to a compliant framework, and a strong understanding of quality standards.
* Previous line management experience, including appraisal process, HR issue management, performance management and recruitment activities.
* IT proficiency, particularly Microsoft Word, Excel, Outlook and PowerPoint.
* Proven leadership proficiency – both mentoring and motivating.
* Interpersonal and communication skills to inspire, motivate, lead and manage a diverse team of professionals from trainee to senior consultant levels.
* Resilience and the ability to work under pressure.
* Strong numerical, analytical and problem‑solving capabilities.
* Team player with an enthusiastic attitude.
* Confidence in dealing at board‑room level and a creative and forward‑thinking approach.
Qualifications
* APMI qualification (or applicants deemed ‘qualified by experience’ will be considered).
Desirable
* Knowledge of Public Sector schemes.
* Experience in all areas of the new business lifecycle, including formulation and writing proposals, preparation and delivery of client pitches and subsequent negotiations.
What We Offer
Competitive salary, annual discretionary bonus and 25 days’ holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance and retailer discounts. A flexible benefits scheme, employee assistance, and a digital GP service are provided. Volunteering events are encouraged, with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates.
Equal Opportunities Statement
XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.
Eligibility
Any employment offer is conditional upon satisfactory DBS disclosure checks, employment or educational references, credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.
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