Reporting into the LifeSight Administration Team Leader, you will be actively responsible for LifeSight (LS) service delivery providing support to our members and clients. We operate a phone first culture therefore there is an expectation that you would be confident discussing complex DC pensions scenarios with a member.
As a Senior Pensions Administrator within LifeSight, you will be making a valuable difference to our fast-growing pensions administration business. Alongside your team you will provide a high quality and well-regarded service to our impressive portfolio of clients that include several prestigious and market leading global companies. If you are ambitious, self-driven, a people person and have a can-do attitude you will fit well within our busy working environment.
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.
The Role
Service Delivery Support
- Support our client's membership through the transition of services from their current provider to LifeSight.
- Participating in all aspects of client complaints administration from the initial request through to completion and the final resolution.
- Ensuring your casework is undertaken on time whilst adheres to our quality standards.
- Building and maintaining technical, procedural, process and client knowledge.
- Demonstrate a detailed understanding of the factors both regulatory and legislative which influence the administration of a DC Master Trust
- Learning to understand the interdependencies between key deliverables.
- Being a point of reference on technical issues, non-standard cases and cross business-related queries.
- Oversight of the team's casework when called upon.
- In conjunction with the Team Leader, ensuring that LifeSight service standards and performance metrics are achieved.
- Ensuring accuracy of time recording
- With professionalism, developing strong relationships and trust with both external and internal stakeholders such as client account managers, LS Client Relationship Managers (CRMs) and the broader LS business teams.
Operational Excellence (OpEx)
- Responsible for the adherence to the change, complaints, quality assurance and operational excellence frameworks enabling the delivery of a quality service.
- Continuously seeking to identify areas where the service to clients and members could be improved and recording the detail via the continuous improvement forum.
- Adherence to the change control process and ensuring accuracy of the process and delivery to time and cost targets.
- Championing the agile way of working and continuous improvement – leading by example.
Team
- Escalating areas of concern to the Teams Leader as appropriate.
- Training, supporting, and mentoring colleagues, as appropriate, across team.
- Working with your team and the business to create a positive working environment.
- Partnering, collaborating, and contributing to team cohesion and wellbeing, which is paramount.
- Investing in own wellbeing and development, with support from Team Leader
- Participating and contributing to daily stand ups / huddles, team meetings and retrospectives.
- Deputise in the absence of the Team Leader.
- LS have a one team mentality - team harmony whilst delivering constantly with quality, is key to values.
The Requirements
- Demonstrable experience of dealing with DC occupational pension schemes.
- Excellent time management skills with the ability to organise and prioritise own workload and diary manage.
- Customer and quality focused.
- Excellent interpersonal skills to include good written and verbal communication.
- Able to work to a high level of accuracy.
- Experience of coaching and supporting colleagues.
- Enthusiasm and keen to thrive and drive delivery in a busy, demanding and changing environment.
- Takes accountability for maintaining their technical competence.
- Excellent written and verbal communication 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 organization. We embrace all types of diversity
Equal Opportunity Employer