Senior Operations Manager (Pensions)

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision - To support UK defence customers with outstanding service every time.
• Our Mission - Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Come and join the DBS community today!

Job description

Are you an experienced leader looking for an opportunity to make a real difference to the lives of serving personnel, veterans and their families?

Defence Business Services (DBS) is seeking a Senior Executive Officer (SEO) to join the Armed Forces Pension Scheme (AFPS) team at an exciting and transformational time. This role offers the opportunity to lead the delivery of some of the most complex and high-profile pension casework within Defence, including pension disputes, complaints, rectification programmes and major legislative change initiatives.

As part of a team responsible for safeguarding pension benefits for hundreds of thousands of scheme members, you will work with senior MOD stakeholders, policy teams, commercial partners and industry experts to ensure the accurate and timely delivery of pension services. You will play a key role in supporting significant transformation activity across AFPS, helping to improve services, strengthen governance and deliver positive outcomes for customers.

This is a challenging and rewarding leadership role where no two days are the same. You will be at the forefront of managing complex operational issues, influencing strategic decisions and leading teams through a period of unprecedented change driven by Remedy implementation, historical rectification activity and increasing customer expectations. Your work will directly contribute to maintaining public trust, supporting Defence people and ensuring compliance with pension legislation and regulatory requirements.

Main Responsibilities

• Lead and inspire a team delivering complex Armed Forces Pension Scheme casework, complaints and dispute resolution activities.
• Manage the delivery of high-profile, sensitive and time-critical pension cases, ensuring quality, consistency and customer focus.
• Provide expert advice and guidance on Armed Forces Pension Scheme legislation, policy and scheme administration.
• Drive performance, continuous improvement and service excellence across pension operations.
• Build effective relationships with MOD policy teams, delivery partners, paying agents and wider Defence stakeholders.
• Support the delivery of major pension transformation and rectification programmes, helping to shape future service provision.
• Analyse complex issues, identify risks and make informed decisions to support operational and strategic objectives.
• Contribute to governance, assurance and regulatory compliance activities, including responses to audits, complaints and pension oversight bodies.
• Lead on stakeholder engagement, reporting and briefing activities, including the preparation of papers and presentations for senior leaders.
• Develop capability within the team through coaching, mentoring and effective people management.

Person specification

Desirable Criteria

• Experience of pension scheme administration or working within a regulated environment.
• Experience of managing complex complaints, appeals or discretionary casework.
• Experience of leading operational change, continuous improvement or transformation activity.
• Knowledge of public service pensions, pension legislation or pension scheme governance.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Making Effective Decisions
• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £46,040, Ministry of Defence contributes £13,337 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In addition to 8 public holidays per year, you will also receive leave for His Majesty The King’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward and Recognition
• Family-friendly policies including - parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an average employer contribution of 27%

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and inclu