Team Leader
- Recruiter
- Willis Towers Watson
- Location
- Redhill
- Salary
- Competitive
- Posted
- 10 Oct 2019
- Closes
- 22 Oct 2019
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
As a Team Leader at Willis Towers Watson, you will be making a valuable difference to our fast growing pensions administration business. Managing a team of Administrators, you will be responsible for meeting a monthly rolling schedule of objectives including weekly team reviews, developing skills within the team and managing workload. If working for a global market leader, with the support to grow and shape your career further, is something that excites you, apply today.
The Role
The Role
- Be a point of reference on technical issues and non-standard cases.
- Ensure work allocated is carried out in accordance with:
- Practice guidelines.
- Documented operating procedures.
- Quality standards.
- Performance / Service standards.
- Ensure all work is logged onto and processed through Workflow.
- Must be able to work to a high level of accuracy.
- Monitor own workflow and that of junior associates via Workflow to ensure service levels are achieved.
- Take the lead in more complex/project work when required.
- Build and maintain technical, procedures and client knowledge through experience.
- Challenge procedures to identify process improvements and pass on recommendations to Administration Manager.
- Work with the Administration Manager to improve operational efficiency and reduce costs e.g. automation, full use of standard procedures.
- Current events.
- Procedural changes.
- Benefit changes.
- Initiate and manage automated calculation system projects.
- IT/BENEFITCONNECT
- Ensure your client databases are complete, accurate and standard.
- Maintain a good working knowledge of all systems and products to include
- PMS 6000
- Workflow
- GPS
- WordPerfect
- Microsoft packages (Outlook/Excel/Word)
- Understand your role in the team and understand the roles of others in the team.
- Encourage teamwork by sharing knowledge, ideas and solutions.
- Contribute to associate training and development.
- Manage the junior associates to make sure that work is dealt with efficiently and within deadlines.
- Be responsible for the team members' performance reviews.
- Assist with recruitment and selection process.
- Hold weekly team meetings.
- Ensure an efficient, professional service is provided to meet all client/members' needs and to promote the Towers Watson brand.
- Ensure an efficient, professional service is provided to meet all client/members' needs and to promote the Towers Watson brand.
- On an on-going basis be the principal contact the client, and maintain and develop client relationships.
- Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.
- Develop good written communication skills to deal with more complex queries and requests.
- Ensure all communications are dealt with within defined quality and service standards.
- Analyse client/member feedback, suggest improvements and report to Administration Manager and/or Client Manager as appropriate.
- Analyse areas where the service to clients/members could be improved and put forward recommendations to Administration Manager and/or Client Manager as appropriate.
- Gather and analyse individual complaints received and produce report for Administration Manager.
- In conjunction with the Administration Manager, ensure that all delivery promises and performance standards are achieved.
- Ensure Administration Guides are kept up to date.
- Ensure accurate and timely recording of all work in time recording system.
- Ensure all work is logged out of Workflow correctly for billing purposes.
- Maintain 70 - 75% chargeability target
- Identify in advance with Administration Manager nonstandard events through work planning to ensure all work is charged, in particular, requests and projects outside the agreed fee basis.
- Prepare monthly fee invoice by the dates set by Finance.
- Liaise with Administration Manager over resources, workflow and client expectations.
- Display good time management skills and demonstrate ability to organise and prioritise own workload.
- Demonstrate commitment by ensuring that targets and deadlines are met.
- Interpersonal skills to included excellent written and verbal communication.
- Computer literate.
- Significant and proven experience dealing with DC and DB occupational schemes.
- Previous experience within a supervisory / managerial role in a Pensions Administration environment, ideally in a third party administrator.
- Progression in PMI qualification desirable