Pensions Administration Manager

In WTW’s Outsourcing Business, Admin Operations consists of close to one thousand colleagues providing a pension administration facility for clients of varying size across a variety of complex schemes. The workforce consists of differing seniority levels, skill mixes, team sizes and talent pools delivering diverse operational models, processes, and procedures.

Within Outsourcing Business, the Pensions Administration Manager role is an exciting opportunity, requiring effective communication across the various lines of business, and is pivotal to the business as we grow. 

Reporting into the Operations Manager, you will be actively responsible for the pension administration service delivery for a team in the Redhill Office.  If you are customer focussed, ambitious, self-driven, a people person and have a can-do attitude you will fit well within our busy working environment. 

With a heavy single focus on individual member related activities, the role requires an unwavering vision of putting members first.

This is a broad and challenging role and essential that the successful candidate is flexible whilst maintaining a positive outlook.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. 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. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. 

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 

• This is a new role whose focus will be on providing an enhanced and empathetic delivery.  From a member experience point of view, you will be the ‘go to’ colleague for the client and will attend client calls discussing (but not limited to) member matters that require a high level of customer care.
• Responsible for the quality and performance objectives defined by WTW.
• Responsible for the adherence to the change, quality assurance and operational excellence frameworks enabling a quality service.
• Ability to work with Operations Manager to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service.
• Accountable for ensuring Team Leads conduct activities in line with internal procedures, policies, and legislation, including industry standards.
• Ensuring team productivity is at its optimum and is measured.
• Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other

The Requirements 

• Highly experienced in the creation and management of high performing, results driven teams.  
• A track record in achieving business objectives and goals in a fast-paced, team environment.
• A strong leader and negotiator, with excellent influencing skills.
• Evidence of developing and implementing staffing and training plans to maximise quality, efficiency, utilisation, and productivity.
• Supporting the team leaders and teams to adopt new processes changes and procedures with a solution orientated mindset.
• Ability to create a one team mindset that mentors and develops employees to help create a high-performance organization and a capacity for future leaders.
• Ensure that structures and systems for line management are in place and consistently followed across the team. 
• Experience in dealing with DB, DC and hybrid occupational schemes is essential.
• Experience of working within a client facing environment 
• 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 conflict resolution the removal of escalated blockers.

Equal Opportunity Employer

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.

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