Pensions administrator

Willis Towers Watson; Dublin; Hybrid; EUR 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid working options

Educational support

Health insurance allowance €1,500

Life assurance

Share scheme

Cycle-to-work programme

Enhanced optical cover

Job summary

Willis Towers Watson is seeking a Pension Administrator in Dublin to support Defined Contribution scheme administration while developing your technical, analytical and customer service skills through structured training and mentoring.

You will join a collaborative team delivering member and scheme tasks, annual statements, and client reports, with a focus on accuracy, empathy and timely responses. This role offers hybrid working and educational support.

Qualifications

• Experience in Financial Services or customer service.
• Ability to use Excel and perform pension calculations.
• Strong understanding of Irish pensions legislation.
• Empathy and excellent customer service skills in verbal and written interactions.
• Team player in a fast-paced environment.
• Experience in financial services is an advantage.
• High accuracy with clear written and spoken communication.
• Proficiency in pensions administration systems and MS Office.

Responsibilities

• Process member cases across a variety of schemes, including calculations.
• Manage joiners, leavers, retirees, transfers, and deaths in line with scheme rules.
• Reconcile contributions and liaise with payroll providers and fund managers as needed.
• Maintain accurate member data on pension administration systems.
• Issue annual statements, illustrations, and transactional correspondence.
• Produce regular administration reports for clients, trustees and senior management.
• Deliver high-quality customer service within SLAs and targeted outputs.
• Develop knowledge across different case types via training and knowledge sharing.
• Resolve queries with empathy and proactive client care.
• Identify service improvements and communicate them to the team.

Skills

Financial services experience

Customer service

Excel calculations

Irish pensions legislation

Empathy and communication

Team work in busy environment

Pensions analytics

Numerical accuracy

Time management

Attention to detail

Education

QFA desirable

Tools

Microsoft Office

Job description

Description

Join us as a Pension Administrator in our Dublin office, supporting the administration of Defined Contribution pension schemes while developing your technical, analytical, and customer service skills through structured training and mentoring.

This is a challenging and rewarding role, which will develop your analytical, technical and customer service skills. You will receive structured training, via our formal training programme and this will be supplemented by the “on the job” training you will receive from your assigned mentor(s). Further support and supervision will also be provided to you daily from your team colleagues, as you embark on your learning journey with WTW

The role involves working collaboratively within a team to service members and our impressive portfolio of clients. Day to day responsibilities include providing support on the administration of occupational Defined Contribution pension schemes at both a member and scheme level. Member tasks include the processing of new joiners, leavers, retirees and dealing with both client and member queries. Scheme related tasks will include the production of periodic administration reports, completion of annual benefit statements for both active and deferred members and co-ordinating the completion of the yearly trustee annual report amongst other scheme related deliverables.

The Role

• Accurately processes cases for our member across a variety of schemes. This includes working on calculations (both automated and manual) and answering queries via telephone, letter and email.
• Member administration: Process joiners, leavers, retireents, transfers, and deaths within service in line with scheme rules and service agreements.
• Contribution management: Reconcile contributions and investment allocations, liaising with payroll providers, fund managers, and custodians as needed.
• Data accuracy: Maintains and updates member data accurately on pension administration systems.
• Member communications: Issues annual benefit statements, pension illustrations, and transactional correspondence clearly and on time.
• Reporting: Produces regular administration reports for clients, trustees, and senior management.
• Consistently provide a high-quality customer experience to clients/members by ensuring work is proactively managed within client Service Level Agreements. This includes ensuring output and target number of cases per day is achieved and work is completed within “Right First Time” targets.
• Develops knowledge and capability over a number of different case types by utilising knowledge management tools and procedural documentation as well as attending training and knowledge sharing sessions.
• Resolves member queries by providing excellent member and client care in an empathic and supportive manner.
• Continuously seeks to identify areas where the service to clients/members could be improved and communicated accordingly.

Qualifications

What you’ll bring

• Previous experience of working in Financial Services or a customer service environment, dealing with, and speaking directly to customers and clients including managing challenging or apprehensive customers.
• Ability to use excel spreadsheets and mathematical skills to complete pension calculations preferably.
• Strong understanding of Irish pensions legislation and regulatory requirements.
• Capable of creating a sense of calm and showing genuine empathy to make our members feel at ease. Having the ability to bring a kind, respectful attitude and excellent customer service skills to every verbal and written interaction.
• Previous experience working as part of a team and in a busy, fast-paced environment.
• Previous experience in financial services would be an advantage.
• Ability to work to a high level of accuracy with excellent spoken and written communication skills to provide high quality written and verbal communications (both emails and letters).
• Proficiency in pensions administration systems and Microsoft Office applications.
• Excellent numerical and analytical skills with strong attention to detail.
• Ability to work self-sufficiently following procedural documentation.
• Ability to manage time effectively and meet tight deadlines.
• Working towards or holding a relevant professional qualification (QFA) is desirable.

What we offer

• 25 days of annual leave with the option to add 5 extra days
• €1,500 health insurance allowance
• life assurance
• future-focused pension contributions
• hybrid working options
• educational support
• a dedicated volunteer day
• share scheme
• cycle-to-work programme
• enhanced optical cover

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 email [e-mail]

(OGB2)