Retirement Service Coordinator

The Company

WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.

The Lisbon Regional Delivery Center is a WTW center of excellence that enables WTW’s business operations and consulting teams to grow, simplify and transform. The center has been in place for more than 15 years and works in close partnership with consulting teams, software developers, business specialists and WTW’s regional and global centers.

Today, the Lisbon Center has more than 400 colleagues who collaborate with strong commitment to WTW values: Client Focus, Teamwork, Excellence, Integrity and Respect.

The Role

As a Service Coordinator, you will act as the main point of contact for stakeholders, ensuring seamless communication, aligned expectations and consistently high-quality service delivery.

You will oversee resource allocation and workflow across Delivery Managers, partnering closely with the Leadership to remove barriers, coordinate priorities and drive actions that improve KPIs and service performance.

This is a management-minded role with a strong focus on people leadership, service improvement and operational excellence. You will motivate teams, lead change within the service line, and embed consistent expectations for innovation, AI adoption and literacy, change management and emotional intelligence.

What will you do?

• Serve as the main stakeholder point of contact, defining the right communication cadence, managing expectations and ensuring clear follow-up on agreed priorities.

• Oversee resource allocation and workflow across Delivery Managers, re-balancing capacity against demand and helping the team respond effectively to changing priorities.

• Partner with Leadership to remove delivery barriers, align cross-functional activity and coordinate actions that improve service performance.

• Set team performance goals aligned with leadership strategy and motivate teams through open communication, clear priorities and a strong performance culture.

• Ensure Excellence guidelines are followed, track KPI performance and coordinate corrective actions where quality, productivity or timeliness trends require attention.

• Lead service and process improvement initiatives, coordinating input from SMEs and Delivery Managers to drive standardization, efficiency and measurable quality gains.

• Support hiring, onboarding and training activity to ensure the right people, skills and resources are in place to support continuous improvement.

• Communicate and escalate service and people concerns to leadership in a timely way, ensuring transparency, accountability and clear action ownership.

• Scope, plan and drive change within the service line, embedding operating rhythms, adoption controls and continuous improvement routines.

• Create influencing strategies with senior stakeholders, balancing short-term operational needs with longer-term strategic challenges.

• Champion innovation, AI adoption and literacy, change management and emotional intelligence as core expectations of the service line.

What You’ll Bring

• Strong service delivery and people management experience, with the ability to motivate teams, build trust and support performance through clear goals and regular feedback.

• Excellent stakeholder management skills, including clear communication, expectation management and confidence influencing senior stakeholders.

• Proactive, ownership-driven mindset with a strong focus on developing the service offering, improving efficiency and delivering measurable outcomes.

• Proven ability to deliver quality work on time, monitor KPIs, interpret performance trends and coordinate improvement actions.

• Cross-team alignment capability, with the ability to coordinate delivery across Delivery Managers, SMEs and leaders.

• AI literacy and adoption mindset, supported by curiosity, data-driven insights, reporting discipline and forecasting capability.

• Change management capability, with the ability to drive adoption, embed operating rhythms and turn improvement plans into sustained ways of working.

• Emotional intelligence, including the ability to handle tough conversations, sustain engagement, build trust and encourage constructive challenge.

• Innovation mindset, with a clear focus on client impact, process improvement and continuous quality improvement.

• Excellent communication skills in English, strong organizational skills, attention to detail and resilience in a complex service environment.

• Experience in service delivery, operations, pensions administration, retirement consulting support, or a closely related service environment.

• Experience coordinating work across multiple stakeholders, teams or workstreams, ideally in a service center, shared services or cross-border delivery model.

• People management, team leadership or senior coordination experience, with a genuine interest in developing others and building a positive team culture.

• Strong project, workflow or capacity management capability, with the ability to manage competing priorities and keep delivery moving.

• Comfortable using KPI and operational performance data to identify trends, support decisions and drive improvement actions.

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey. Apply now and turn your potential into success with WTW!

Willis Towers Watson is an equal opportunity employer.