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, The Pensions Operations Manager role is an exciting opportunity, requiring effective communication across the various lines of business, and is pivotal to the business as we grow. With a heavy single focus on individual member related activities, the role requires an unwavering vision of putting members first.
Reporting into the clients Operations Manager, you will be actively responsible for the pension administration service delivery for several teams in the Redhill Office. If you are ambitious, self-driven, a people person and have a can-do attitude you will fit well within our busy working environment.
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
- Accountable for the provision of pensions administration service, process management and delivering business process improvements, with a sharp focus on the member experience.
- Ensuring all service agreements, delivery promises, and performance standards are met.
- Attendance at Trustee meetings - drafting and presenting papers on operational issues and member experience.
- Manage risk and ensure compliance of benefit plans under your remit within UK government regulations. Proactively mitigating operational risk on an ongoing basis.
- Ability to make commercially focused decisions to both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service and member experience.
- Leading by example by partnering and sharing initiatives and best practice with the Outsourcing community at consultative bodies on pensions delivery, policy and change management.
- Responsible for the quality and performance objectives defined by WTW.
- Accountable for ensuring the team 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
- Collaborative leadership style, self-aware with the ability to adapt style as necessary.
- An agile approach and highly adaptable to change.
- A strong advocate of high performance and continuous improvement.
- Demonstrable problem solving and analytical skills relevant to an operational management role.
- Strong interpersonal skills to include good written and verbal communication and presentational skills.
- Excellent Microsoft Office and strong influencing and presentation skills.
- Pensions Operations Management experience in administering DC or DB pension arrangements.
- Experience of working in a client facing environment
- Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support the removal of escalated blockers.
- 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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