In this role, you will oversee the day‑to‑day operation of live products and partnerships, acting as the escalation point for complex delivery issues and ensuring strong audit trails, regulatory boundaries, and continuous improvement. You will also act to coordinate and lead activity to operationalise new products and services, working across the Pensions Board to ensure that delivery models, systems, processes, and controls are in place before launch. This will include working closely with internal stakeholders to align housing, pensions, finance, digital platforms, customer services, and governance requirements, ensuring that products operate effectively, are clearly understood by colleagues, and appropriate for customers. Responsibilities Service Delivery and Operational Oversight

Coordinate the day‑to‑day operation of financial wellbeing products and partnership routes Act as the escalation point for complex delivery issues affecting customers, advisers, or partners, including speaking with individuals on a 1-1 basis as needed. Oversee access routes, eligibility criteria, and customer journeys Act as operational guardian of regulated advice boundaries and referral pathways, informed by expert advice

Quality Assurance, Risk, and Compliance

Ensure clear audit trails for applications, referrals, spend, and outcomes, including ensuring utilisation/spend with partners or on products matches agreed budgets. Work closely with Finance, Audit, Risk, and Compliance teams to maintain assurance Identify operational, regulatory, or conduct risks and lead mitigation activity Ensure delivery of products aligns with safeguarding, data protection, and organisational policies Manage complaints about service delivery, including referring applicants to partner complaint processes where appropriate

Continuous Improvement and Insight

Gather insight from customer‑facing colleagues, and customers to identify delivery improvements Feed operational learning into service refinement and future product development Support evaluation of pilots and early‑stage products, recommending refinements before scale‑up

Product Mobilisation and Go‑to‑Market Delivery

Lead the operational mobilisation of any new financial wellbeing products and services from approval through to live delivery Coordinate internal stakeholders across housing, pensions, finance, digital, customer services, and governance to ensure readiness for launch, including defining and documenting end‑to‑end customer journeys, access routes, eligibility criteria, and handover points Ensure systems, workflows, and digital platforms are configured to support new products Support internal training and briefing so colleagues understand new products, boundaries, and processes

Your job description is intended to reflect your main tasks and areas of work but is not exhaustive. Qualifications Essential Knowledge and experience

Proven experience managing product delivery and other services within a regulated, customer facing environment facing environment‑facing environment Experience working with digital platforms or CRM systems to support service delivery Experience coordinating complex delivery across multiple teams or functions Strong understanding of operational risk, quality assurance, and compliance Experience embedding new products, services, or pilots into live delivery Experience identifying insights and applying them to support continuous product or process improvement. Experience of adapting communications style to support effective project delivery, partnership management, and customer service.

Skills And Abilities

Strong organisational and coordination skills, with the ability to bring multiple stakeholders together Excellent problem solving and decision making capability‑solving and decision‑making capability Clear written communication and disciplined documentation High attention to detail and commitment to customer experience Comfortable working autonomously in a remote or matrixed environment Commitment to equality, inclusion, and organisational values A collaborative team player, comfortable working in a small team while engaging effectively with a wider organisation.

Desirable

Experience in financial wellbeing, pensions, housing, or welfare services Familiarity with regulated financial services environments and referral models Prior involvement in launching new services or pilots

About Us The National Church Institutions comprises a wide variety of teams, professions and functions that support the mission and ministries of the Church of England in its vision to be a church, centred on Jesus Christ, for the whole nation - a church that is simpler, humbler, bolder. We Include. You Belong. Our Belonging and Inclusion Strategy aims for everyone in the National Church Institutions (NCIs) to feel that they belong, and are valued for who they are and what they contribute. Together, our people contribute in different ways towards our common purpose, whichever NCI they work in and whatever their background. Living out our values in all that we do, we:

Strive for Excellence Show Compassion Respect others Collaborate Act with Integrity

We believe our commitment to belonging and inclusion fuels our progress and drives us forward. The NCIs are a safe, inclusive workplace for people of all backgrounds and walks of life. We welcome applications from people of all faiths and of no faith. We want to encourage applications from a diverse group of people who share our values. Even if you have never thought about working for us before, if you have the skills and experience we’re looking for then we would like to hear from you. Use of AI in your application We appreciate that you may want to use AI tools to help you with your application. We're happy for you to use AI to come up with ideas and help structure your thoughts, but you shouldn't use AI to fabricate information or write your whole application for you. One of our values is integrity, and although we want you to demonstrate your best self, we don't want an AI-generated persona. If you simply copy and paste AI-generated content into your application, this will reduce your chances of success. #J-18808-Ljbffr