Pensions Team Leader

WTW; Redhill; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Group income protection

Pension scheme with company match

Hybrid working

Volunteer day

Job summary

WTW is seeking a Pensions Team Leader for our Redhill office on a hybrid basis. You will lead a team delivering pensions administration services to a portfolio of clients, ensuring quality and meeting SLAs.

You will coach and develop colleagues, manage performance, and drive process improvements while maintaining strong client relationships and ensuring compliance with pension regulations.

Qualifications

• Experience in occupational pension administration processes.
• Knowledge of Pension Legislation and Regulations and applying these within teams.
• Experience managing a team including recruitment, performance and career development.
• Ability to allocate work effectively and meet client service levels.
• Experience chairing client meetings and managing client relationships would be an advantage.
• Excellent organisational and time management skills with the ability to handle multiple queries.
• Strong written and verbal communication skills.

Responsibilities

• Manages and ensures client work is delivered in line with service level agreements and WTW quality standards.
• Allocates and monitors work throughout the day; takes ownership of team performance.
• Acts as escalation point for complex work, complaints and colleague concerns.
• Coaches, mentors and drives colleague recruitment, training and development.
• Manages competency and succession planning within the team.
• Conducts interview processes for new and existing colleagues to assist with appointments.
• Communicates effectively at individual and team levels; leads regular team meetings and 1:1s.
• Encourages teamwork and upholds WTW values: Teamwork, Integrity, Respect, Excellence.
• Applies pension legislation and regulations to day-to-day work; creates processes for compliance.
• Leads on complex project work in operational client meetings and drives continuous improvements.
• Finds and mitigates risks, implements controls where required; ensures data security compliance.
• Escalates and reports errors/complaints, identifying root causes and resolving cases quickly.

Tools

Microsoft Excel

Microsoft Word

Job 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.

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.

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 wellb