Team Leader
Willis Towers Watson
Welwyn Garden City, England
2d ago

As a Team Leader at Willis Towers Watson, you will be making a valuable difference to our fast growing pensions administration business.

Managing a team of Administrators, you will be responsible for meeting a monthly rolling schedule of objectives including weekly team reviews, developing skills within the team and managing workload.

If working for a global market leader, with the support to grow and shape your career further, is something that excites you, apply today.

The Role

  • Be a point of reference on technical issues and non-standard cases.
  • Ensure all work is logged onto and processed through Workflow.
  • Monitor own workflow and that of junior associates via Workflow to ensure service levels are achieved.
  • Take the lead in more complex / project work when required.
  • Build and maintain technical, procedures and client knowledge through experience.
  • Challenge procedures to identify process improvements and pass on recommendations to Administration Manager.
  • Work with the Administration Manager to improve operational efficiency and reduce costs e.g. automation, full use of standard procedures.
  • Ensure team members are fully informed of :
  • Current events.
  • Procedural changes.
  • Benefit changes.
  • Initiate and manage automated calculation system projects.
  • Ensure your client databases are complete, accurate and standard.
  • Maintain a good working knowledge of all systems and products
  • Understand your role in the team and understand the roles of others in the team.
  • Encourage teamwork by sharing knowledge, ideas and solutions.
  • Contribute to associate training and development.
  • Manage the junior associates to make sure that work is dealt with efficiently and within deadlines.
  • Be responsible for the team members’ performance reviews.
  • Assist with recruitment and selection process.
  • Hold weekly team meetings.
  • Ensure an efficient, professional service is provided to meet all client / members’ needs and to promote the Willis Towers Watson brand.
  • Ensure an efficient, professional service is provided to meet all client / members’ needs and to promote the Willis Towers Watson brand.
  • On an on-going basis be the principal contact the client, and maintain and develop client relationships.
  • Communicate effectively with client / members via the telephone, remembering each caller will have a different level of understanding.
  • Record each call as they occur.

  • Develop good written communication skills to deal with more complex queries and requests.
  • Ensure all communications are dealt with within defined quality and service standards.
  • Analyse client / member feedback, suggest improvements and report to Administration Manager and / or Client Manager as appropriate.
  • Analyse areas where the service to clients / members could be improved and put forward recommendations to Administration Manager and / or Client Manager as appropriate.
  • Gather and analyse individual complaints received and produce report for Administration Manager.
  • In conjunction with the Administration Manager, ensure that all delivery promises and performance standards are achieved.
  • Ensure Administration Guides are kept up to date.
  • Ensure accurate and timely recording of all work in time recording system.
  • Ensure all work is logged out of Workflow correctly for billing purposes.
  • Maintain 70 75% chargeability target
  • Identify in advance with Administration Manager nonstandard events through work planning to ensure all work is charged, in particular, requests and projects outside the agreed fee basis.
  • Prepare monthly fee invoice by the dates set by Finance.
  • Liaise with Administration Manager over resources, workflow and client expectations.
  • Display good time management skills and demonstrate ability to organise and prioritise own workload.
  • The Requirements

  • Interpersonal skills to included excellent written and verbal communication.
  • Computer literate.
  • Significant and proven experience dealing with DC and DB occupational schemes.
  • Previous experience within a supervisory / managerial role in a Pensions Administration environment, ideally in a third party administrator.
  • Progression in PMI qualification desirable
  • Must be able to work at a high level of accuracy
  • Equal Opportunity Employer

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