About The Pensions Advisory Service
The Pensions Advisory Service (TPAS) is here to give people professional, independent and
impartial help with their pensions – for free.
Pensions can change people’s lives. Most of us would like to be able to choose to stop work one
day and choose how we live when we do. A good pension is a good way to achieve that. Our vision
is a future where people are empowered to make the most of their pensions. To help empower
people, we see our mission as giving people professional, impartial help with pension - for free.
JOB DESCRIPTION
The Pension Wise service is an exciting new service introduced by the Government to offer a
conversation to people over the age of 55 about their pensions and later life planning.
The Pension Wise Change Manager will be at the forefront of the organisation’s delivery of the Pension
wise telephone service, providing support to the TPAS Senior Management Team to ensure the smooth
and effective day-to-day delivery of the new service and the development of the service to improve the
customer experience and make TPAS more efficient.
Job title: Pension Wise Change Manager
Reports to: Chief Executive, The Pensions Advisory Service
Salary range: £40,000 to £80,000 dependent upon experience; also TPAS employee benefits
Staff responsibilities: None.
Overall purpose of the role:
This is a new post for the organisation and you will join the organisation at an exciting time in our
development. You will have a key role in building and leading TPAS’s new Pension Wise service.
You will work closely with the Senior Management Team and the Team Leaders in the Pension
Wise service. The role will be expected to ensure that TPAS’s reputation for delivering valuable,
high quality and accessible services to the public is maintained and improved.
The post holder will work with our senior management team on the development of the service and
to represent the organisation, as required, with our key stakeholders. In addition, the post holder
should ensure the smooth running of the service day to day.
This role will have a key role in helping to embed TPAS values and culture as the organisation
grows and within this, a particular focus on:
Putting people first – from both a customer and employee perspective, a commitment to
continuous development and a passion for learning.
Experience of helpline services within the financial services industry or advice sector would be
very desirable for this post.
.
Responsibilities
1. Oversight and management
 To effectively manage change and development of TPAS’s Pension Wise services, which
includes implementing change required by HM Treasury and pro-actively recommend
changes to the service

To work with SMT and key stakeholders to continue to develop the service proposition

To develop relationships with other delivery partners for Pension Wise

To work with the Team Leaders of Pension Wise to manage the changes to the service
whilst ensuring the smooth delivery of the service

To oversee effective staff and resource management and team working, to achieve any
change objectives by the specified timescales

To work with the Team Leader of the Special Support Unit to ensure that quality and
compliance with FCA, HMT and TPAS service standards is maintained and developed

To manage and monitor contract compliance and performance in line with the
commitments made to the funder, taking appropriate corrective action where needed

To build a future target operating model for TPAS running part or all of Pension Wise
manage the process for re-tendering for the service
2. Contract and performance management
 Deliver core objectives relevant to the role within the agreed timescales including
supporting and managing change to service delivery required by HM Treasury.

Support and monitor delivery against the contract, utilising project systems and procedures
to achieve consistency and efficient use of resources

Monitor performance against key performance indicators, maintain benchmarking systems
and trigger performance management process when appropriate to include implementation
and monitoring of performance improvement plans.

Ensure risks and issues are identified, managed and monitored.
3. Relationship Management
 Work with SMT and develop and maintain effective relationships with TPAS’s delivery
partners and key stakeholders

Facilitate staff networking opportunities to enable information sharing, learning and
collaborative working.

Attend internal and external meetings and events as appropriate.

Support mechanisms for collating narrative reports and feedback from staff, examples of
good practice and case studies, including sharing with others where appropriate.

Provide written reports on project delivery and performance as required including reports
for the funder and internal progress monitoring reports.
3. People Management
 There is no direct line manager but the post holder will be expected to work collaboratively
with TPAS staff including:
 creating a positive working environment in which equality and diversity are wellmanaged and staff can do their best.


planning and allocating work, monitoring achievement of deadlines, and supporting
staff as appropriate.

facilitate efficient working of the team and individual staff members to ensure project
commitments are met to timescale.
Support and encourage capability development within the team and with individuals to
ensure efficiency is continuously maximised.
4. General
 Undertake any additional activities that are consistent with the role
Person Specification
Experience, Knowledge and Qualifications:
1. A considerable knowledge of financial services industry is highly desirable.
2. Understanding of guidance services, particularly those delivered by telephone
3. A project management qualification and/or considerable experience in the management of
projects
4. Experience of managing change and dealing with conflicting interests effectively and
sensitively.
5. Significant experience of building, leading and motivating high performing multi-disciplinary
teams
6. Proven ability to plan and manage own workload, and ability to lead and manage a team, in
a busy environment and within tight deadlines.
7. Track record of successfully working in partnership with others, with excellent influencing
and negotiation skills
8. Experience in representing your organisation externally and at a senior level.
Skills and Personal Qualities:
1. Excellent and demonstrable leadership ability
2. Excellent interpersonal and communication skills; including report writing and ability to
deliver presentations and an ability to build relationships with staff at all levels and
externally with stakeholders.
3. Excellent written English and spoken communication skills with a good eye for detail.
4. Ability to create a positive working environment
5. A commitment to on-going personal and professional development.
6. Good organisational skills and the ability to manage a number of different areas of work at
the same time.
7. Ability to work under pressure in a fast moving environment whilst maintaining accuracy.
8
Ability to deal with and manage change.
9
Strong analytical skills and proven ability to use Management Information to inform
business planning and develop recommendations.
10 IT proficiency, including competent use of word processing, spreadsheets and presentation
packages and the ability to use email and to maintain an electronic diary
Values
Our values are the foundation for our organisation and the service we provide. We are looking for
people who will share our values and help us to live them through the work we do.
At The Pensions Advisory Service, we are here to help people with their pensions questions. We
listen to people. We treat them with respect and keep their information private. We always
remember how personal and complicated pensions can be.
We believe in pensions. We believe that a good pension has the power to change people’s lives.
We take every opportunity to talk about pensions, and promote them. We know our subject. We
are experienced professionals. We are always developing what we know and what we do. We are
independent and impartial. We do and say what we believe is right. We have no agenda.
If you work for TPAS we want you to be proud of TPAS and love what we do. It is very important to
us that TPAS is a great organisation to be part of.
If these values resonate with you, we would love to hear from you.
How to find out more and apply
If this sounds like what you are looking for in your next step in your career, we would love to talk to you.
Please fill in the application form or drop us a line via
atretirement.recruitment@pensionsadvisoryservice.org.uk.