Pensions Operations Manager - Installs and Projects

LifeSight, WTW’s DC master trust, represents one of our biggest business growth opportunities in the UK. Our growing business has already quickly gained a foothold in this exciting market supported by a targeted approach to the market to make us stand out against our competitors.

Our objective is to become the pre-eminent player in outsourced pensions for large companies and to be a market leader and innovator in the field. We expect LifeSight to become one of the largest UK pension plans in terms of assets under management. We have secured in excess of £20bn of assets under management and over 400,000 members with a pipeline which will enable us to grow this exponentially over the coming years.

Being leader in the marketplace we offer excellent opportunities for experienced pension professionals. Our global Outsourcing line of business provides outsourced administration services to occupational pension funds, working with some of the world’s leading organisations.  

As an Operations Manager you will have overall responsibility for two projects teams – both onshore and offshore. One team is responsible for installing new clients into LifeSight as well as product and client change projects; the second team is responsible for regular ongoing projects along with process improvements and regulatory change projects. This will be a varied and exciting role with a healthy pipeline of new business to onboard along with regular change and client projects. Working together as part of the wider LifeSight team you will contribute to a first-class customer service experience for LifeSight members. You will oversee on workflow prioritisation and management across projects, resourcing, and people management.

The majority of our colleagues work in a” hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

The Role

• Via the BAU Projects Administration Manager you will manage a team (on and offshore) responsible for the delivery of all regular project work for LifeSight including:
  • Scheme events e.g., Annual Benefit statements & SMPI
  • Admin process improvement
  • Regulatory change projects
  • Production and maintenance of a Roadmap of scheme events projects and other change projects
• Via the Installs, client projects and product change delivery Administration Manager (on and offshore) you will manage a team responsible for:
  • the delivery of all new client installations into the LifeSight Master Trust. 
  • the delivery of LifeSight Product changes and any client level change projects
  • Production and maintenance of a Roadmap of client change projects, product changes and installs.
  • Identify and scope all billable work and ensuring fulfillment in line with the LifeSight charging structure.
• To mentor/coach colleagues in their career development 
• Keeping up to date with changes in pensions legislation
• Act as an escalation point for Admin Managers in your team/s and drive addressing any escalated blockers 
• Ensuring both projects’ teams work collaboratively with the LifeSight Technical & Quality Team as well as OGB stakeholders (systems, app development, OGB quality standards) to ensure a joined-up approach to project scope and delivery.
• Attending trustee meetings and participating in new business presentations as required
• Support project Admin managers to identify and implement operational efficiencies and automation to support running a cost-effective LifeSight Administration business.
• Manage recruitment and selection process for the LifeSight Projects teams.
• To discuss and present ideas, challenges and deliverables with internal/external stakeholders up to executive level and be able to champion solutions.
• Leading by example by partnering and sharing initiatives and best practice with the wider OGB community 

The Requirements

• Pensions Operations Management experience, including workflow, resource and people management across a large, multi-territory team
• Strong experience of dealing with occupational Defined Contribution pension schemes and/or DC Master Trust.
• Collaborative leadership style, self-aware with the ability to adapt style as necessary.
• Client-facing experience working with demanding financial services clients. 
• Demonstrable problem solving and reasoning skills.
• Self-motivated with a high level of initiative/drive.
• A strong leader and negotiator, with good influencing skills.
• Critical thinking to facilitate more in-depth discussions. 
• Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support the removal of escalated blockers.
• Strong presentation skills with the ability to communicate with all levels of seniority effectively. 
• Detail-oriented with the ability to cross-check and ensure accuracy of detailed documents.
• Ability to thrive and drive delivery in a busy, demanding and changing environment.
• APMI Qualified or substantial progress towards qualification – an advantage
• The aptitude to learn, value add and benefit realization understanding, with the LifeSight vision in mind.

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.

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