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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 committed, 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 interesting 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 choices 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

• People management responsibility for up to 4 Managers

• Functional management responsibility for a team of up to 50 employees

• Functional Management and accountability for Offshore teams

The Requirements

• Pensions Operations Management experience in administering DC or DB pension arrangements.

• Highly experienced in the creation and management of high performing, results driven teams

• Ability to create a one team mindset

• Experience of mentoring & developing management team to create a high-performance team and a capacity for future leaders

• Accountable for ensuring that robust structures and systems are in place and are consistently being adhered to across the wider team

• Accountable for supporting Admin Managers & Team Leaders in adopting new processes and procedures with a solution orientated mindset

• Monitors performance against operational goals and develops reporting & assurance processes to review operational effectiveness

• Accountable for overseeing multiple concurrent projects, including the ability to support the removal of escalated blockers.

• Demonstrable problem solving and reasoning skills relevant to an operational management role.

• Experience of working within a client facing environment

• Critical thinking to facilitate more in-depth discussions

• Collaborative leadership style, self-aware with the ability to adapt style as necessary..

• 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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