Pension Brokerage Manager

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.

With a rich story dating back to 1828, WTW has been involving in some of the most significant moments in insurance and risk management – from the Titanic in 1912 to the Moon Buggy mission in 1971.

Do you want to be part of a strategic project, focused on innovation and excellence, delivering client value? The Lisbon Regional Delivery Center (Lisbon Center) is a WTW center of excellence that enables WTW’s business operations and consulting teams in the grow, simplify and transform strategy. The Lisbon Center is in place for more than 15 years and works in close partnership with consulting teams, software developers, business specialists as well as with WTW remaining Regional and Global centers.

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

Retirement, Health and Benefits, Corporate Risk and Broking, Outsourcing, Employee Experience, Enterprise Technology and Finance are some of the areas that the Lisbon Center works with. Retirement is one of the Lisbon Centers main businesses.

The Role

As a Delivery Manager for the Pension Brokerage Administration team, you will play a key leadership role within the team, overseeing the delivery of services for our largest and most complex clients.

You will combine people management, project leadership, and performance governance, acting as a trusted point of reference for both the delivery team and key stakeholders.

Your key responsibilities will include:

• Lead, mentor, and develop a team of Pension Administrators, fostering a positive, collaborative, and high‑performance culture

• Act as people manager for the delivery team, supporting performance management, engagement, development, and career progression

• Build and maintain strong, trust‑based relationships with internal and external stakeholders, including clients, consultants, and cross‑border teams

• Lead and coordinate client‑related projects, including planning, prioritization, dependency management, and deadline control

• Support the team in workload management and capacity planning to ensure sustainable delivery

• Provide technical support, acting as an escalation point for technical and operational queries

• Monitor, analyze, and manage team KPIs and performance metrics, ensuring quality, productivity, and service standards are consistently met

• Identify performance trends, risks, or bottlenecks early and take proactive action to address them

• Protect and strengthen the business by ensuring robust governance, risk awareness, and high‑quality delivery standards

• Drive continuous improvement initiatives to enhance processes, efficiency, and delivery outcomes

• Act as a role model for WTW values, promoting open communication, constructive challenge, and a positive working environment

The Requirements

You are a natural leader with proven project management capability, strong people management skills, and a clear focus on team delivery, combining these with technical credibility and business awareness to take ownership and responsibility.

You bring:

• Proven experience in pension administration, pension brokerage, or a closely related field, ideally with exposure to complex or large clients

• Experience in people management or senior leadership roles, with a genuine interest in developing and supporting others

• Strong project management capabilities, with the ability to manage multiple priorities, deadlines, and stakeholders effectively

• Strong analytical skills, with the ability to monitor team performance through KPIs and translate insights into concrete actions

• Excellent stakeholder management skills, with the ability to build strong relationships and influence effectively at different levels

• A proactive and solution‑focused mindset, with the ability to anticipate risks and act decisively

• Comfortable working in a service-oriented environment and experience in a service center model is a plus

• Strong sense of ownership and accountability, with a clear focus on protecting the business, quality standards, and reputation

• Confidence to speak up and challenge constructively, while maintaining a positive, respectful environment

• Curiosity and motivation to continuously learn, grow, and develop as a leader

• Excellent communication skills in English

• Strong organizational skills, attention to detail, and resilience in complex environments

Above all, you are a role model — someone people naturally look up to and trust, and someone stakeholders rely on to deliver results with integrity.