DC Pensions Team Leader

We are hiring for a Team Leader Lifesight Customer Care. Willis Towers Watson (WTW) is a leader in the marketplace. They offer excellent opportunities for experienced pension professionals. This role is sits within the Lifesight Team within WTW. LifeSight is WTW’s master trust, a defined contribution multi-employer pension trust for employers who benefit from high-quality, low-risk, market-competitive pension provision without the governance burden.  LifeSight currently has a membership of 400k with an AUM of c.£20bn.

The continued growth of LifeSight makes it one of the largest and most successful master trusts in the UK by asset size, as a consequence of a disciplined growth strategy since launching in 2015.

The Role

You will work alongside other Customer Care specialists to;

• Oversee the customer journey supporting colleagues with in the on and offshore delivery teams
• Ensure the team remain compliant with the FCA and Trustee approach to vulnerable members
• Ensure member casework is handled efficiently and expediently, delivering exceptional customer outcomes whilst managed within the firm’s agreed policies and procedures and external legal and regulatory environment, liaising with the Service Delivery Manager when required
• Lead the team to deliver positive member outcomes in line with the WTW brand and values.
• Liaise with internal departments to retain oversight of casework through to completion
• Investigate escalated cases thoroughly, gather all necessary information and evidence to reach fair and informed decisions liaising with colleagues to see the agreed actions through to completion
• Provide regular updates and reports on casework  trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
• Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements. Actively participate in the development and ongoing maintenance of the team’s processes, policies, procedures and standards. 
• Act as a point of escalation for complex or high-priority cases, demonstrating strong problem-solving skills and a proactive approach to resolution.
• Support your colleagues ensuring they have completed the appropriate training and ongoing maintenance complaint experts to continuously improvement.
• Maintain an open and honest dialogue with LifeSight colleagues and the broader team.
• Be prepared to utilise a variety of tools when presenting, ensuring the format and content are tailored to suit the audience.

The Requirements

• Experience of dealing with occupational pension schemes including DC, DB and hybrid arrangements would be advantageous
• Detailed understanding of the case types
• Effective at analysing data to resolve issues
• Clear and effective communication skills – verbal and written
• Strong influencing, negotiation and relationship building skills
• Excellent organisational skills, able to priorities key tasks and focus on delivering them
• Emphasis on attention to detail and accuracy
• Flexible approach and positive attitude and communication style
• Excellent interpersonal skills
• Passionate about great service 
• Working knowledge of Jira and Confluence is advantageous but not a pre-requisite.
• MS Office applications - strong Excel and PowerPoint skills

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.

Equal Opportunity Employer