Head of Services

About WMPF

The West Midlands Pension Fund is one of the UK's largest pension funds, providing Local Government Pension Scheme benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800+ employers and currently have over £21 billion in assets under management.

We are recruiting for a Head of Employer Services to lead our Employer Services function within Pension Services.

Responsibilities include:

• Leading and managing the Employer Services function, ensuring the delivery of high-performing, customer-focused services to employers and stakeholders.
• Developing and implementing the Employer Services strategy, aligned to the Fund's Corporate Plan and strategic objectives.
• Providing inspirational leadership to Relationship Management Leads and the Onboarding & Exits Lead, creating a culture of accountability, collaboration and continuous improvement.
• Monitoring employer performance against the Pension Administration Strategy (PAS), identifying trends, managing risks and leading corrective action where required.
• Driving service improvement through the use of management information, customer feedback, journey mapping and performance analysis.
• Leading employer engagement initiatives, including communications, events and targeted campaigns to improve customer experience and employer compliance.
• Ensuring robust governance, risk management, business continuity and internal controls are embedded across the Employer Services function.
• Overseeing Employer Services policies and ensuring compliance with Data Protection legislation and information governance requirements.
• Managing budgets, resources and workforce planning to ensure value for money and delivery of strategic priorities.
• Representing the Employer Services function at senior leadership meetings, governance forums and external stakeholder events.

We are looking for an inspiring and strategic leader with significant experience managing customer-facing or relationship management services within a complex organisation.

You will be educated to degree level in a relevant subject or be able to demonstrate substantial experience that supports the requirements of the role.

Experience with in the Local Government Pension Scheme, pension administration or a public sector environment would be advantageous but is not essential.

You will receive a generous holiday entitlement starting with 26 days annual leave plus bank holidays. We usually work two days a week in the office and three from home, supporting a healthy work/life balance.

Our modern office environment offers a relaxed and collaborative atmosphere with study and breakout areas, meeting rooms and kitchens with complimentary tea and coffee facilities. There are also cloakrooms, bike stores, showers and lockers available.

Other benefits include:

• Flexible and hybrid working arrangements.
• Comprehensive learning and development opportunities.
• Professional qualifications and career development support.
• Employee awards and recognition scheme.
• 24‑hour Employee Assistance Programme.
• A strong commitment to diversity, inclusion and wellbeing.

Working at the Fund offers the opportunity to make a real difference to hundreds of thousands of members while working alongside talented colleagues who are committed to delivering outstanding service. You'll have the opportunity to innovate, collaborate and shape the future of one of the UK's largest pension funds.

We are delighted to have achieved PASA accreditation, Investors in People and Customer Service Excellence recognition. We also hold Bronze Organisational Membership with the British Dyslexia Association and are working towards their Smart Award, further demonstrating our commitment to creating an inclusive workplace.

As a new member of our leadership team, you will receive a comprehensive induction programme, introducing you to key stakeholders across the Fund and providing the support needed to succeed in your role.

You’ll also benefit from ongoing leadership development, professional training and opportunities to contribute to strategic projects that shape the future direction of the Fund.