DC Pensions Operations Manager - Administration Services Delivery, Projects & Technical

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 a Operations Manager you will be responsible for all operational delivery of the LifeSight teams in the UK and proactively working with the Service Delivery teams based in India/Philippines to ensure first class customer service for LifeSight members. This includes actively managing the service delivery, projects and technical and quality teams and always looking for improvements to manage commercial trade-offs and keep LifeSight as a master trust market leader.

Operations Manager will report to the Specialty Community Lead within the WTW Outsourcing business and a matrix reporting line to the Head of LifeSight.

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

Overall

• Accountable for the provision of LifeSight’s pensions administration service, process management and delivering business process improvements with a sharp focus on the member experience and quality.
• Responsible for agreeing team and service quality and performance objectives with LifeSight Operations and Governance team and Specialty Community Lead, ensuring the team delivers these objectives and performance is appropriately reported to these stakeholders. This includes presenting recommendations when objectives are not being achieved ongoing maintenance to ensure the objectives remain appropriate.
• Ensuring all service agreements, KPI’s, delivery promises, and performance standards are met
• Manage risk and ensure compliance of LifeSight admin delivery within UK government regulations. Proactively mitigating operational risk on an ongoing basis.
• Embed LifeSight’s service delivery values into team behaviours and outputs, supervising the team from the front.
• Accountable for ensuring the team conduct activities in line with internal procedures, policies, and legislation, including industry standards, as well as LifeSight’s commercial strategy and market position statement.
• Leading by example by partnering and sharing initiatives and best practice with the OGB. community at consultative bodies on pensions delivery, policy and change management.
• Act as an escalation point for all direct reports and actively drive resolution of any escalated blockers.

Oversight

• Work with the LifeSight Performance and Reporting manager on a daily basis to assess the requirements for each work location and ensuring that the team is adequately resourced and that plans are in place to be able to resource new installs or specific scheme events.
• Overall accountability for ensuring via the LifeSight Governance manager and Service Delivery manager that risk events (errors and significant events) are investigate and managed and that any subsequent actions are agreed and tracked by the team – all of which to occur in a timely manner.
• Overall accountability for ensuring via the Quality Assurance manager and OpEx manager that the quality assurance strategy is appropriate and delivered.
• Overall accountability for ensuring via the Complaints manager and Technical manager that members complaints are appropriately resolved and the complaints management framework is fi for purpose.
• Overall accountability for ensuring via the Installs and Projects operations manager that projects are delivered in line with LifeSight requirements and KPIs and ongoing efficiencies to projects process and procedures is sought and embedded.

Reporting and stakeholder management

• Ensure the LifeSight Client Managers, Operations and Governance team are kept up to date with all operational news and MI data  
• Ability to make commercially focused recommendations to both internal and/or external stakeholders on service delivery, growth, resourcing, and continuous improvement to streamline and make effective change to operational service and member experience.

Supporting growth

• Attending trustee meetings and participating in new business presentations as required.
• Be forward looking on operations strategy and contributing to LifeSight brand and sales objectives.
• Collaborate with the LifeSight consultant on specific process improvement projects or initiatives to develop the LifeSight product/proposition.  

The Requirements

• Pensions Operations Management experience in administering DC at scale.
• Excellent time management skills and the ability to oversee and steer multiple concurrent business priorities, including the ability to drive the removal of escalated blockers.
• Collaborative leadership style, self-aware with the ability to adapt style as necessary.
• Strong track record of people leadership
• An agile approach and highly adaptable to change.
• A strong advocate of high performance and continuous improvement.
• Able to supervise the team from the front, understand the detail and get involved when needed, as well as operate strategically and commercially
• Demonstrable problem solving and reasoning skills relevant to an operational management role.
• Strong interpersonal and influencing skills, including good written and verbal communication and presentational skills.
• Able to work in a collaborative way and to foster an inclusive team culture
• Ability to thrive and drive delivery in a busy, demanding and changing environment.

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.

Equal Opportunity Employer

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