Pensions Team Leader

WTW group; Redhill; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Life insurance

Hybrid working

Employee assistance programme

Pension scheme

EV car scheme

Job summary

WTW Group in Redhill is hiring a Pensions Team Leader for our Outsourcing line, offering hybrid work from the Redhill office. You will lead a client-delivery team delivering pensions administration services, ensuring quality, accuracy, and timely responses across a portfolio of clients.

You’ll coach and mentor staff, coordinate work allocation, and drive improvements while maintaining strong client relationships and compliance with pension legislation.

Qualifications

• Experience in an occupational pension administration environment.
• Knowledge of Pensions Legislation and Regulations.
• Experience managing a team through recruitment, performance, and development.
• Ability to allocate work to meet client SLAs and quality standards.
• Experience chairing client meetings and managing relationships.
• Strong organizational skills and ability to handle multiple client queries.

Responsibilities

• Manages client work to meet SLAs and WTW quality standards.
• Allocates and monitors daily work, owning team performance.
• Acts as escalation point for complex work and complaints.
• Coaches and develops colleagues, manages recruitment and performance.
• Controls team competency and succession planning.
• Leads recruitment interviews for new or promoted staff.
• Communicates effectively with individuals and teams; runs regular meetings.
• Ensures compliance with pension legislation and internal policies.
• Drives best practices and continuous improvement across the team.
• Identifies and mitigates risks, implements controls.
• Escalates errors through appropriate channels and resolves cases.

Skills

People leadership

Pensions administration

Stakeholder management

Coaching & mentoring

Process improvement

Tools

Microsoft Excel

Microsoft Word

Job description

Description

Join us as a Pensions Team Leader within our Outsourcing line of business who would be based in our Redhill Office working hybrid.

As a Pensions Team Leader, you will be making a difference within our leading and fast-growing pension administration business. You will provide a high quality service to our impressive portfolio of clients that include prestigious and market leading global companies. This role gives you the opportunity to work, within one organisation, on clients that offer exposure to every aspect of pensions administration, utilising bulk processing routines, automated calculations or your manual calculation skills, and the potential for involvement with a vast variety of different projects, often at the forefront of the industry.

The Role

• Manages and ensures client work is delivered in line with contractual service level agreements whilst adhering to WTW quality standards.
• Allocates and monitors work throughout the day taking ownership and accountability of the team’s performance ensuring this is in line with service levels expected both in regard to output and work quality.
• Acts as a point of escalation for complex work, complaints, and colleague concerns.
• Coaches, mentors and drives colleague recruitment, training and development. This includes proactive management of colleague development, training and performance management as well as absence management where required.
• Manages competency across the team to ensure sufficient knowledge and develops succession plans.
• Conducts the interview processes for new and existing colleagues to assist with selection of new team members or promotions within the team.
• Effectively communicates at an individual and team level to ensure any issues or concerns are proactively managed and addressed. This includes leading regular team meetings as well as regular 121 meetings with the team members to ensure their performance is proactively managed and they are supported in the achievement of their goals.
• Encourages effective team working ensuring the team display the WTW values of Teamwork, Integrity, Respect and Excellence.
• Applies working knowledge of pension legislation and regulations to day-to-day work and creates simple processes and guidance for the team to ensure a compliant service to members and clients.
• Leads on complex project work within operational client meetings.
• Drives best practice, finds opportunities for continuous improvements and right shoring across the team.
• Finds, mitigates and/or escalates risks, implementing appropriate controls where required.
• Ensures team adherence to WTW policies and procedures including completion of mandatory trainings, and compliance with data security.
• Escalates and reports errors and complaints via the correct channels, finding risks and the root cause, and resolves cases quickly.

Qualifications

What you’ll bring

• Previous experience working in an occupational pension administration team carrying out administration processes.
• Experience and knowledge of Pensions Legislation and Regulations and applying these within an administration team in response to changes or new legislation.
• Prior experience of managing a team incorporating all stages of management from recruiting, managing performance and career development or alternatively experience of mentoring/training within pensions administration alongside demonstrable technical pension expertise.
• Experience in effective work allocation and an ability to achieve comprehensive client service levels.
• Experience in chairing operational client meetings and managing a client relationship would be an advantage.
• Excellent organisational and time management skills and being able to manage own workload, wider teamwork load and multiple client member queries at the same time, whilst maintaining a high-quality service.
• Excellent people skills to include excellent written and verbal communication and use of Microsoft Excel and Word.
• Experience of managing a hybrid/cross locational team.
• Experience of managing colleague progression in PMI qualifications would be an advantage.

What We Offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please [e-mail]