DC Operations Manager
Willis Towers Watson
Redhill, England
2d ago

Great opportunity to work within the Operations team to oversee and hold accountability for the delivery of administration services to a portfolio of our clients.

In this role you will work with the Technology and Administration Solutions UK Leadership Group to identify opportunities for change and improvement in service delivery.

You will manage teams of Associates across multiple disciplines although a key attribute will be extensive Defined Contribution experience. The Role

  • Manage allocated business unit with direct reporting from Administration Manager(s) and Team Leaders(s).
  • Demonstrate leadership skills and provide direction and guidance to your business unit teams whilst ensuring that best practice approaches are consistently adopted and shared with peers.
  • Provide an efficient, professional service to meet all client needs and to promote the Willis Towers Watson brand.
  • Monitor financial targets in terms of : Revenue, Cost control; Profit and Debtor Management and ensuring that all teams operate within agreed budgets and achieve agreed targets.
  • Demonstrate leadership skills and provide direction and guidance to your business unit teams.
  • Maintain control over the team and their workload along with client expectations in terms of quality and achievement of service levels.
  • Update Operations Lead on a regular basis, or as necessary, on all current work issues and efficiency gains.
  • Ensure all fee invoices are prepared with all work identified and appropriately invoiced.
  • Contribute to the resource strategy and recruitment plan, identifying future resourcing and skill needs.
  • Manage career development for your business unit to include coaching, mentoring, leading and monitoring. Work with peers to ensure that colleagues are given the opportunity to develop and further their career.
  • Carry out performance reviews and where necessary initiate performance management.
  • Work collaboratively with colleagues and peers to ensure high levels of service are achieved.
  • In conjunction with the Client Managers, ensure that all service agreements, delivery promises and performance standards are met.
  • Take ownership of and be responsible for any client service recovery plans and effect change to introduce improvement of operations where necessary.
  • Oversee handling of complaint cases and act as escalation point for complex issues. Provide guidance to administration teams and ensure the TAS complaints procedure guidelines are applied.
  • Provide support and leadership (where necessary) to colleagues dealing with client relationships and overall delivery of services.
  • Challenge the norm to identify, and where within own control, implement changes to provide an improved client and / or member experience.
  • For changes outside of own control work with the Operation Excellence team and others with a view of wider implementation.

  • Ensure consistent best practice procedures and processes are implemented across the business unit to deliver high quality administration services.
  • Work with colleagues to develop and implement new operational controls and efficiency to reduce the introduction of risk.
  • Keep abreast of all changes in legislation, managing the impact on client services and be a point of reference on technical matters and non-standard cases.
  • The Requirements

  • Demonstrable experience of Operations Management role with direct responsibility for service delivery and client facing responsibilities within a Pensions Administration environment, ideally a 3rd party company.
  • Relevant professional qualification PMI / CII or equivalent industry standard.
  • Strong technical knowledge of pensions legislation both current and historic.
  • Strong interpersonal skills to include good written and verbal communication and presentational skills.
  • Excellent time management skills and the ability to multi task, controlling multiple concurrent projects.
  • Computer literate including competent IT skills with Microsoft Office products.
  • Demonstrable problem solving and analytical skills relevant to a management role.
  • Equal Opportunity Employer

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