The Role
Have the capability to execute all core work types of the Pension Administration team
Process both basic and complex case work (doing and checking) in relation to properly managing the benefits of occupational pension scheme members
Carry out manual calculations where required, and respond to complex general enquiries from pension scheme members
Standardise processes of similar case work across the different clients managed by Willis Towers Watson, by identifying opportunities for process improvements to align with Quality Standards
Review step-by-step case work process guides and propose updates where required
Work alongside the Quality Standards team to disseminate process updates
Identify opportunities to transition complex case work to the Manila Pension Administration teams by assessing the team's capability and capacity to take on additional scope on top of the existing library of case work, and oversee transition activities
Facilitate trainings and demos of complex case work as part of the transitions management activities
Provide support to colleagues by being a point of contact for case work issues and queries
Monitor if desired key performance indicators are met for every transition of new case work or additional scope to existing case work
Oversee meetings and forums with Senior Administrators and Team Leaders in relation to concerns around specific case work processes
Participate in activities related to process or system enhancement projects by Quality Standards, by testing new products brought about by automation initiatives
Identify (and to a degree, manage) process enhancement projects that may involve various forms of automation
The Requirement
Background in UK occupational pension schemes
Ability to gain a strong understanding of the administrative processes in the management of occupational pension schemes
Open to take PMI (Pensions Management Institute) certification exams, specifically CPC, to expand domain knowledge in occupational pension schemes
Ability to work well under pressure and to meet efficiency and quality targets
Problem solving and analytical skills
Working knowledge of MS Excel and Word
Working knowledge in VBA but not mandatory
Adeptness at learning new technology and tools
Experience establishing standards and procedures, and advocate best practices
Process-driven and ability to modify approach
Strong written and verbal communication skills
Ability to multitask and to work within virtual teams
Good time management skills and ability to organise and prioritise own workload
Self-starter attitude and ability to work well within ambiguity
WTW is an equal opportunity employer
