NHS AfC:
Band 8bContractFixed term: 12 months (N/A)Hours Full time - 37.5 hours per week Job ref 914-BSA7329730 Site Hybrid - travel to NHSBSA offices will be requiredTown BlackpoolSalary £64,455 - £74,896 per annumSalary period YearlyClosing 28/07/2025 23:59
Job overview
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?
1. 27 days leave (increasing with length of service) plus 8 bank holidays
2. Flexible working (we are happy to discuss options such as compressed hours)
3. Hybrid working model (we are currently working largely remotely)
4. Career development
5. Active wellbeing and inclusion networks
6. Excellent pension
7. NHS Car lease scheme
8. 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.
Working for our organisation
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.
Detailed job description and main responsibilities
In this role, you are accountable for:
9. Leadership
10. Delivery Management
11. People Management and wellbeing
12. Customer Experience
13. Service Improvement
14. Data and Insight
15. Relationships and Collaboration
16. Communications and Marketing
17. Finance
18. 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 criteria
19. •Excellent verbal and written communication skills
20. •Ability to work autonomously, taking decisions and actions in line with strategic aims and objectives
21. •Ability to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues
22. •Ability to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation and comparison of a range of options
23. •Ability to interpret regulations and influence development of policy
24. •Strategic management, leadership and motivational skills, encouraging ownership and effective working relationships
25. •Ability to handle highly sensitive or confidential information. Strong skills of tact and diplomacy
26. •Excellent presentation skills needed for presentation to large groups and different audiences
27. •Comfortable working with conflicting priorities and able to focus on multiple priorities at the same time
28. •Comprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience
29. •Creating reports, business cases and options appraisals
30. •Well organised and able to work to tight deadlines, prioritising tasks and working on own initiative
31. •Driving 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
32. •Proven contribution for high-level decision making
33. Significant understanding of workflow management systems and prioritising work across multiple workstreams
Desirable criteria
34. •In depth knowledge of the pension schemes and key stakeholder groups
35. •Knowledge of Quality Management Systems
Experience
Essential criteria
36. •Significant broad relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet
37. •Proven delivery of process and performance improvements within high impact service delivery at scale and pace
38. •Significant 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
39. •Breadth of experience across a number of people management and employee relations activities with awareness of financial, legal and organisational impact
40. •Significant experience of managing large budgets, understanding financial impact and influencing budget setting and business planning
41. •Experience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure
42. •Significant experience in decision making at a senior management level
43. •Experience in successful change management principles in an administration environment
44. •Experience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof
45. •Measuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels
46. •Experience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve
47. •Lead on delivery of complex long-term projects with a good understanding of project management techniques
48. Taking the lead for fraud and risk management, and business continuity planning
Desirable criteria
49. •Experience implementing Lean Systems Thinking principles or similar
50. •Customer Service qualifications
51. •Project management qualification demonstrable experience
Qualifications
Essential criteria
52. •Degree level or equivalent qualification or significant relevant experience
53. •Significant relevant management experience
Desirable criteria
54. Professional or post graduate qualification in relevant field e.g. management or business
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
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