UK Pension Administrator Team Lead

The Role

The Administration Team Leader is responsible for oversight of a UK TAS Pension Administration Sub-team in Manila. He/She will work closely with corresponding business and administration operations client team leaders in the UK in effectively and efficiently using Manila associates following the Global TAS Resourcing Model. 

Included in his/her oversight responsibility are the following performance objectives, all aligned with, and under the management and supervision of the Administration Manager: 

Performance Objectives:  These relate to the Willis Towers Watson scorecard and objectives for the role

Excellence

• Resource management
• Allocate and manage resources to meet existing requirements in anticipation of work peaks
• Work with team leader to manage future resources in anticipation of future client and work growth
• Ensure smooth transition of new clients and addition of new tasks to existing clients
• Ensure Sub-team is equipped with adequate resources and tools to perform optimally
• Identify efficiency gains and proactively manage sub-team so that chargeable utilization can be increased
• Utilize the allocated 35.25% of standard hours doing transactional client work to refine/improve processes and newly transitioned work and become an SME for more complex work types.
• Support the ISO 9001 (quality management) ,  ISO27001 (information security) certification process for UK Pension Administration in PPTC; 
• Support the Quality Standards Team (WTW Quality Management) or UK Pension Administration, ensuring standards and methodologies are consistent within sub-team and across clients where possible
• Ensure infrastructure and processes are in place,
• Support the UK Data Privacy compliance for UK Pension Administration, ensuring that security processes and procedures are understood and followed by all associates
• Ensure capacity adequacy, and backup and succession plans are in place to support UK business critical operations

People

• Ensure Sub-team has sufficient knowledge and capability on all aspects of the work that is required
• Mentor associates to develop desired skills and competencies, in line with business needs
• Support Administration Manager in efforts for teams to accept and successfully adapt to changes that may be needed, as part of operational strategies to achieve practice/team goals
• Support Administration Manager in promoting a positive team culture, aligned with and in support of, TAS UK’s practices and work environment.

Clients

• Build trusted adviser relationships with UK administration operations leaders through efficient, quality execution of projects and processes and effective communication
• Collaborate closely with UK administration operations client team leaders in defining strategies, planning for client support activities, and initiating to improve service and delivery quality  
• Encourage open and regular dialogue among Manila, Mumbai and UK client administration teams, partnering for the achievement of shared goals and objectives
• Meet SLAs and delivery quality goals

Financial                            

• The responsibilities of this role are expected to take 70% utilization or higher, as may be jointly agreed upon with the Administration Manager and UK Admin Leadership.
• Ensure client chargeable and utilization targets are met for self and team
• Contribute to the development of the team’s financial plan/budget
• Ensure achievement of team’s financial plan/budget

A deeper understanding of TAS UK’s business is essential to be developed by the candidate, in order to engage meaningfully with UK leaders, as well as to provide local guidance to his/her team.  The position is expected to undertake some level of client administration work, particularly those requiring more complex analysis and processing.

The candidate will be located in Manila, reporting directly to the Manila TAS UK Pension Administration Manager. He/She will be a member of the Manila TAS UK Pension Administration Leadership Team. A mid-shift work schedule will be followed, with the expectation for flexibility depending on the team’s needs.

The Requirements

• A passion for managing people and developing other associates
• Strong interpersonal and client (stakeholder) management skills
• Excellent written and verbal (English) communication skills
• Sense of accountability, owning one’s work and taking pride in it; commitment to quality and continuous improvement
• Strong organizational abilities and flexibility to work in a performance driven environment
• Experience in either DB or DC pensions administration would be an advantage
• Ability to gain a strong understanding of the administrative process as it relates to Pension Benefit Plans
• Strong analytical, collaborative and problem solving skills
• Ability to organize and prioritize with strong attention to details
• Strong knowledge of Microsoft Office tools including Outlook, Excel and Word
• Professional and responsible approach to work, clients and associates
• Ability to manage time and work a flexible schedule
• Ability to complete multiple projects within established deadlines
• Ability to work independently and in a team environment with minimal supervision
• Previous experience within a supervisory / managerial role in a business processing/service delivery/technology solutions environment in areas such as HRIS/payroll, HR shared services, Benefit Administration or Insurance Administration
• Bachelor’s degree and pass given assessments

WTW is an Equal Opportunity Employer