Pensions Operations Manager - 12 Month Fixed Term Contract

Employer
Willis Towers Watson
Location
Redhill, UK
Salary
Competitive
Closing date
11 Feb 2021

Job Details

Great opportunity to join us as an Operations Manager on a 12 month fixed term contract. In this role you will work within the operations team to oversee and hold accountability for the delivery of administration services to a portfolio of Technology and Administration Solutions (TAS) clients varying in size, complexity and across DB, DC and Hybrid design structures. You will work with the Operation Managers and other colleagues to identify opportunities for change and improvement in service delivery, managing large teams of Colleagues across multiple disciplines.
The Role
Performance Objectives:
  • Manage allocated business unit with direct reporting from Administration Manager(s) and Team Leaders(s).
  • Update Senior Operations Manager on a regular basis, or as necessary, on all current work issues and review, on a monthly basis, all aspects of their role.
  • Liaise with Operations Managers, Administration Managers, Team Leaders, Client Managers, Systems Manager and Contact Centre Manager over resources, workflow and client expectations.
  • Contribute to the overall TAS communication framework, via monthly team briefings to include the local implications of firm and practice wide communications.
  • In conjunction with the Client Managers, ensure that all service agreements, delivery promises and performance standards are met.
  • Provide support and leadership (where necessary) to Client Managers and Administration Managers dealing with client relationships and overall delivery of TAS services.
  • Take ownership of and be responsible for any client service recovery plans and effect change to introduce improvement of operations where necessary.
  • Maintain control over the teams and their workload in terms of quality and achievement of service levels.
  • Ensure that monthly and annual work plans are prepared and adhered to for all your clients.
  • Scope and project manage any special projects in conjunction with Client Managers and Systems Development teams.
  • Identify areas where the service to clients could be improved and/or expanded.
  • Identify and work with the Client Managers, Administration Managers and Team Leaders to improve operational efficiency and reduce costs, e.g. automation, full use of standard products.
  • Ensure that fee invoices are prepared and issued by the date set by Finance, whilst monitoring any WIP write offs.
  • Ensure all work is identified and charged, in particular, work requests and projects outside agreed fee basis.
  • Be a point of reference on technical matters and non-standard cases.
  • 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.
  • Keep abreast of all changes in legislation, and manage the impact on client services, procedures and fees.
  • Participate in and contribute to LOB level initiatives / steering groups to develop new working procedures and client solutions to accommodate new legislative and industry best practice requirements.
  • Work with the Quality Standards team to develop new operational controls and efficiency improvements for the overall LOB.
  • Liaise with Client Manager and other scheme advisors concerning benefit changes, ensure the administration team understand the impact and make appropriate changes to calculation routines, procedures, reporting and fees.
  • Contribute to the resource strategy and recruitment plan of the LOB and identify future resourcing needs (and skills required/lacking).
  • Participate / manage the recruitment and selection process for allocated business unit.
  • Carry out performance/appraisal reviews and where necessary initiate performance management.
  • Manage career development for allocated business unit teams, to include coaching, mentoring, leading and monitoring.
  • Motivate and reward in order to retain key individuals.
  • Demonstrate leadership skills and provide direction and guidance to your business unit teams.
  • Participate in new business presentations as required.
  • Project manage new client implementations, to include service delivery and managing the budget as required.
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, alongside daily work requirements.
  • 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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