Detailed job description and main responsibilities

As Pay Services Manager

Responsible for using highly developed specialist knowledge and expertise to lead the delivery of a high quality, customer focused, optimised service by each of the following four teams – 

• Payroll team
• Pension team
• ESR Workstructure team
• Healthroster team

Responsibilities include -

 Service quality, compliance and assurance 

• Monitoring each team’s performance to ensure that -
  • service delivery standards are achieved,
  • data  provided to support other teams, systems, and processes is timely and accurate and shared efficiently
  • relevant regulations and processes are complied with e.g.
    • HMRC, PAYE and other statutory employment related regulations e.g. Auto enrolment/re-enrolment, year end requirements, etc.
    • NHS Pension Scheme regulations
    • NHS Terms & Conditions of service, local policies, SOPs and procedures, SFIs, GDPR

·      Nurtures a culture of continuous improvement to deliver efficiencies and to address challenges, ensuring that high service standards are maintained at all times. This includes efficiencies that can be delivered by facilitating cross team working within the section.

·       Monitors each team’s audits and reviews any resulting recommendations with the team manager. Supports the manager to ensure that the necessary recommendations are implemented appropriately.

·       Overall responsibility for the service’s suite of e-forms. Required updates and new form requests are escalated to this role by the team for review. Advises on the best way to deliver against the request. Gives final approval to go live following successful testing of changes made. 

·       Gives final approval to go live with any changes to, or new Healthroster elements that are mapped to the payroll interface to automate payment.

 Key Performance Indicators (KPIs) & Efficiency

·       Produces monthly KPIs for the section. Tracks and analyses the KPIs, including accuracy, timeliness, output, and trends.

·       Addresses performance issues through targeted improvements e.g. volume of overpayments, late e-form submissions, repeated DAFs, POL reported Pension errors and identifies and leads on method needed (e.g. training) to optimise workflow, reduce re-work and errors and improve efficiency.

·       Flags trends and prepares for any necessary action. e.g. increasing heads on payroll, RLDatix licences.

·       Promotes the team’s successes.

·       Gathers and shares statistics for the services annual bench parking exercise.

Issue Resolution & Escalation Management

·       Acts as a point of escalation for complex service-related issues for each team.

·       Troubleshoots, investigates root causes, and implements solutions with team managers, with a lesson’s learned approach.

·       Works closely with internal teams and external partners to keep them informed and resolve escalated challenges.

 Team Support & Development

·       Provides ongoing support, guidance, and where necessary training, to ensure that the Section’s managers and their teams are equipped to succeed.

·       Fosters a culture of continuous improvement and professional development.

·       Where practical, consults with each team on developments.

·       Holds structured 1:1 weekly meetings with each manager to ensure effective communication, service delivery oversight, issue resolution and to provide a platform for updates, escalations, and strategic alignment.

·       Chairs a weekly Section Managers meeting to share intelligence, ensuring teams are informed and can share challenges and issues, facilitating Section cross team working and mutual support.

·       Conducts six monthly performance reviews and feedback sessions

Strategic Direction & Continuous Improvement

·       Horizon scans to identify emerging trends, regulatory changes, and system updates that impact on each team’s service delivery.

·       Liaises with HR and other teams to interpret, apply, and document regulatory and system changes. Writes and contributes to Trust policies, Standard Operating Procedures (SOPs), and interdepartmental processes.

·       Leads the review and adoption of new service related ESR developments, ensuring compliance and efficiency gains.

·       Supports team managers to develop, update, and document team processes, ensuring they align with best practices and organisational policies.

·       Leads planning for large-scale projects, e.g. new payroll contracts, large scale TUPEs, collaborating with section managers to ensure smooth implementation.

·       Drives a culture of continuous improvement, identifying opportunities for service enhancement and innovation.

·       Facilitate cross-team collaboration by encouraging knowledge sharing, problem-solving, and mutual support.

·       Attends bi-weekly Senior Team meetings, contributes to the wider Finance agenda through the provision of technical advice in relation to the use and development of the services contained in this job description

·       Oversees and advises on the Optima contract (Rldatix – formerly Allocate).

·       Is the ESR and Healthroster systems Asset owner  

As ESR Lead

·       Acts as the subject matter expert for the Electronic Staff Record (ESR) system within the Trust.

·       Acts as the key liaison between the Trust and external ESR representatives to stay informed on system improvements and developments. Receives and cascades updates.

·       Continuously promotes ESR as the one source of truth for workforce data needs. Works collaboratively across the Trust when it’s identified that processes would benefit from using ESR workforce data e.g. e-form creation, sharing ESR data for use in existing systems. Documents requirements - see below.

·       Collaborates with IT teams to optimise the use of workforce data, ensuring it seamlessly supports other systems and organisational processes.

·       Acts as ESR data owner. Ensures that shared ESR data is used appropriately. Creates ESR Data Sharing Agreements (DSA) for any new requests for ESR data, advising on and documenting how ESR data should be used. Updates existing DSAs when the required data set changes.

·       Fosters strong inter-directorate relationships across teams that use ESR, creating a virtual single team environment where collaborative working maximizes Trust ESR benefits.

·       Leads a monthly MPFT Workforce Systems meeting attended by stakeholders where updates to workforce systems (ESR and Rldatix products), workforce regulations and upcoming pieces of work with cross team/directorate interdependencies are shared. Facilitates knowledge sharing, problem-solving, and mutual support.

·       Leads/contributes to projects that are inter-directorate and ESR driven e.g. Applicant Dashboard.

·       Leads and coordinates MPFT’s annual ESR Healthcheck

·       Works closely with the ESR Workstructures manager to ensure that MPFT’s ESR Workstructures, Organisational set up and supporting processes are optimised to deliver accurate workforce reporting e.g. Establishment control.

·       Attends ESR Special Interest Group meetings.

·  Monitors the ESR Transformation Programme and plays a key role in successfully moving the Trust to ESRs replacement in line with the national roll out plan.