Overview
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we have developed a highly successful Employment Services model—encompassing Payroll, Pensions, and HR Administration. Today, we proudly deliver services to approximately 90% of NHS organisations across the Cheshire and Merseyside region. Our department processes over 100,000 payslips each month, covering both monthly and weekly payrolls.
The primary purpose of this role is to manage the delivery of Employment Services to our clients by ensuring the delivery of a professional, efficient and accurate service, as well as to support the department.
Responsibilities
* Accountable to the Head of Service Delivery, you will be assigned a portfolio of clients who you will be responsible for overseeing daily operations for, ensuring each stage of the Employment Services process is properly processed, that staff are paid correctly and appropriate information is communicated to pension providers, HMRC and other statutory bodies.
* The Operations Manager will work with the Assistant Director of Employment Services and the Head of Service Delivery to manage the relationship of Employment Services with its current and potential clients. You will identify needs and requirements to promote service solutions and achieve mutual satisfaction in relation to any issues.
* Oversee operations for all clients, ensuring each stage of the process is properly actioned, that staff are paid correctly, correct payments are made and appropriate information is communicated to pension providers, HMRC and other statutory and pension scheme bodies.
* Manage client relationships, oversee the operational functioning of Employment Services, and ensure service engagement strategies are fully implemented with teams and clients/stakeholders.
* Maintain awareness that the JD & PS are under AfC review and subject to change.
* Represent the Service in relation to client board meetings, performance reporting, and governance activities as required.
Qualifications and Experience
* Educated to degree level or equivalent level of experience.
* Member of the CIPP or evidence continuous professional development to support CIPP registration.
* Thorough knowledge of Employment Services, including pensions processes and systems, and experience with required Payroll IT systems.
* Experience working with complex payroll environments and statutory/regulatory requirements.
* Ability to work in a fast-paced environment and manage multiple client accounts.
Knowledge, Training and Development
* Knowledge of commissioning/tendering procedures in own area, acquired through experience and training.
* Ensure statutory, regulatory, and mandatory updates take place across the team and client as appropriate/necessary.
* Develop and maintain comprehensive knowledge of HMRC regulations, NHS Pension Scheme Regulations and client employee terms and conditions to ensure correct assessment, calculation and application in relation to employee records and payments.
* Ensure compliance with statutory requirements and alignment of objectives with service goals.
Analysis, Planning and Leadership
* Work with the Assistant Director of Employment Services to determine services to tender for, considering funding and human resources.
* Monitor and analyse client performance against SLAs and KPIs; produce monthly performance reports and client-specific analyses.
* Lead and manage teams, including performance management, coaching, training, and development; oversee client relationships and service delivery improvements.
* Plan weekly, monthly, quarterly, and annual timetables; ensure returns and audits are completed within timescales.
Working Environment and Conditions
* Regular and prolonged VDU use; some off-site travel; occasional risk of challenging behaviour from clients.
* This advert closes on Sunday 7 Sep 2025.
Additional Information
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9,000 across 21 sites. We strive for Five Star Patient Care. The post may be offered under Annex 21 AfC Terms & Conditions, subject to experience, competency and suitability. The Operations Manager will support the Assistant Director of Employment Services and the Head of Service Delivery in managing client relationships and service delivery.
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