Performance Objectives : Excellence
Plan and Control all client based projects and report progress to Client and WTW Operations Management
Be a point of reference on technical issues and project related queries.
Ensure work allocated is carried out in accordance with :
oDocumented operating procedures.
Must be able to work to a high level of accuracy.
Monitor BAU projects, large and small, and ensure reports are produced within agreed deadlines
Take the lead in more complex / project work when required.
Build and maintain technical, procedures and client knowledge through experience.
Manage the billing process
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 :
Initiate and manage automated calculation system projects.
Have an in depth understand of ePA and available functionality and work with the Client to develop member self service
Oversee and contribute to the change control process and ensure accuracy of the process and delivery to time and cost targets
Ensure own competency in IT packages and develop team members competency
Maintain a good working knowledge of all systems and products to include, IPA, ePA,,workflow, GPS, Microsoft packages (Outlook / Excel / Word)
Identify offshore opportunities, manage transition and quality control delivery
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 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.
On an on-going basis be the principal contact the client, and maintain and develop client relationships.
Communicate effectively with client via the telephone and face to face,
Develop good technical skills to deal with more complex issues.
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.
In conjunction with the Administration Manager, ensure that all project delivery promises are achieved.
Ensure Procedure 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.
Demonstrate commitment by ensuring that targets and deadlines are met
Interpersonal skills to included excellent written and verbal communication.
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.
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